Enablers of excellence: How our trainers bridge the gap between clients and customers

Exceptional service isn't just about following a script; it’s about empowering people to have meaningful conversations. At the heart of this mission is Probe CX’s Training team, the vital intermediary that translates client vision into customer service excellence.

One of the most inspiring examples of this leadership is Sharon Davies, one of our Contact Centre Training Leads. What was intended to be a three-month temporary job for Sharon has evolved into a distinguished +20-year career. Today, she is a self-described "cheerleader" and motivator for our teams.

Empowering meaningful connection

Sharon and her team are dedicated to keeping our agents, both new starters and tenured staff, "interested, inquisitive and curious." Through constant upskilling and a focus on soft skills, they inspire our teams to never settle for "transactional" interactions.

“Training is designed to empower agents so they can have meaningful conversations and truly connect with customers," Sharon explains. This empowerment is what drives performance and ensures that every phone call is an opportunity for excellence.”

360-degree view

At our Contact Centres, our trainers occupy a unique space. They navigate the delicate balance between the client’s strategic goals and the real-time feedback of the customer on the line. Because our trainers are at the forefront of these interactions, they provide our clients with a crucial "360-degree view" of the customer experience.

By building trust with both clients and staff, Sharon’s team secures that the "voice of the customer" is heard. They provide the insights that help clients understand exactly what their customers are feeling, allowing for constant growth and faster "speed to competency."

Paying it forward

For Sharon, the greatest motivation comes from witnessing the "pay it forward" effect. There is a deep sense of joy in seeing an individual become empowered through learning and then watching them share that knowledge with their peers and customers.

Want to hear more about Sharon’s journey and her insights into the future of Learning & Development for Contact Centres? Watch the full interview conducted by our Chief Operations Officer, Aziziye Beyzade, below to see how our Training team is shaping the next generation of exceptional talent.