68. Leveraging Technology to train the Front Line.

If you ever had a customer facing job, you know… Dealing with customers, when you are in the front line, is hard! very hard.

You are having dozens of fast paced conversations every day. You are helping people fix issues or navigate uncertainty most of the time. You are dealing with emotions and people will direct the emotions at you and you can turn it into a nice story or suffer a nightmare conversation.

Experience helps! it helps a lot. But most of the time, the onboarding process for these jobs is not adequate for the type of pressure and complexity you will deal with when talking to real people. Your training happens, most of the time, on the job. And you can build the wrong habits if you don’t have the right feedback mechanisms in place.

So how do you leverage technology to train customer-facing teams? What works well? what doesn’t? Why is this important?

Join me as I talk about these questions and many more with Mark Hughes Co-Founder & CEO at Solidroad. 

Mark was previously a founder & CEO at Gradguide, Director at Chargify & Sales at Intercom. TCD BESS Alumni 2017. With Solidroad, he is helping sales & CX reps to practice realistic conversations (voice, chat & email) with AI prospects and customers and get personalized performance feedback.

Enjoy!