Having trained thousands of frontline agents, team leaders, and managers, I develop tailored training programs that ensure your teams understand not just what to do, but why it matters.
- Increase customer adoption rates through improved agent advocacy and confidence
- Reduce training time and costs with focused, efficient learning approaches
- Equip agents with effective responses to common customer objections and concerns
Agent advocacy is one of the strongest predictors of customer adoption for new security methods. My training programs focus on building understanding, practical skills, and confident advocacy among your frontline teams. I develop customised content that addresses common objections, provides clear explanations, and gives agents practical experience with new technologies before they face customers. My approach emphasizes coaching over script-following, empowering agents to adapt to different customer needs while maintaining security standards. Training materials are designed to evolve as your implementation matures, supporting both initial launch and ongoing optimisation.