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News : Ember Establishes Training Division
Customer management consultancy Ember Services has established a new training division that will help clients build strong people skills and change management capabilities within a customer management environment that is being transformed by channel evolution and technological advances.
"It's easy to assume that people skills will become less important as the use of digital channels increases," says Ember's Operations Director, Paul Mackenzie. "In fact the reverse is true. At every level - from agent to team leader and even business leader - individuals need to acquire new skills in order to deliver exceptional customer experiences and to manage increasingly complex multi-channel customer management operations. Our training, coaching and mentoring services are designed to help every organisation achieve its customer management ambitions by maximising the potential of its people."
Ember's training division is led by Darren Laskier, who has over 25 years' experience in customer management training and consultancy with big brands including Post Office, TalkTalk, Digitas, Bass Brewers and Sainsbury's. "Training is best delivered by experienced practitioners, that's why every trainer, coach and mentor Ember uses has extensive hands-on experience in an operational or consulting customer management role."
Every training programme is bespoke and is based on a thorough analysis of the business objectives the programme must meet. "We believe every training programme should be tartgeted to achieve quantifiable business benefit," says Darren Laskier. "Not just how it has changed behaviours, but how those changed behaviours have contributed to better business results."
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About Ember Services:
Customer management consultancy focused on helping its clients to realise commercial value from their customer management activities.
About Annie Garthwaite Communications Ltd:
Marketing Consultancy for a range of contact centre, customer management services and technology businesses.
Published: Tuesday, August 11, 2015