Is your team ready?

No ho-hum trainings here! Our training recipe includes motivation, occasional kicks in the pants, sprinkles of reality, and a lot of fun. We’ll help you empower your teams to create customer experiences that defy expectations— increasing customer satisfaction, improving loyalty, and growing revenue.

Training offerings
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Onsite staff development

Looking for a place to begin? Here it is. We’ll spend a few days onsite with your team working on the skills that are most important to you. Getting to know your team with a live, face-to-face session is the first step in building trust and a strong foundation.

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Call coaching program

Change only occurs when teams know they’re accountable to a set of expectations. Pivot’s call coaching program assists companies by listening to live calls and providing objective data to point out where teams need help.

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Reinforcement

Our reinforcement program is important to help staff put what they’ve learned into action and allows them to retain more information for longer periods of time. They’ll receive regular emails and attend monthly webinars to keep their skills fresh and minds focused.

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On-demand courses

Go at your own pace. Our online courses are a great way to keep your team trained throughout the year. We integrate different learning methods to keep things fun and fresh! Looking for CPNI and Red Flag Rule training? Don’t worry, we offer that, too.

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Voice of the Customer

What are your customers saying? We collect feedback and turn it into actionable steps to improve your customer satisfaction. Turn passive customers into company promoters and increase word-of-mouth referrals.

Our process

Discovery

We learn about your team and schedule onsite or virtual training sessions.

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Onsite training

Our onsite trainings are filled with interactive activities and discussions. We rotate within multiple groups so that everyone learns from one another’s success.

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Post training follow-up

After completing onsite training, we collect feedback and develop an action plan for reinforcement to help your team further integrate their training into the way they work.

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Excellent! We can’t wait to share your story and learn about the things that make you distinctive.

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Training types

Successful staff growth depends on repetition and reinforcement. Each month, your team will participate in live training sessions designed to educate participants on what great customer experiences look like, how to create them, and how to capitalize on them. Pivot’s reinforcement program focuses on three elements: engagement, education, and encouragement.

The onsite portion of Pivot’s program is the primary element to successful staff development. We’ll spend a few days with your team working on the skills that are most important to you. Getting to know your team with a live, face-to-face session is the first step in building a level of trust with them. The rest of our program builds on this primary element.

Change only occurs when teams know they’re accountable to a set of expectations. Pivot’s call coaching program assists companies by listening to live calls and providing objective data to point out where teams need help. Like any coach, we want to help teams improve their performance. This service allows you to see how your team is performing at a micro level and suggests where future refresher training efforts should focus.

Customer experience is the new battleground and companies that focus their efforts on improving the CX will win the hearts and wallets of their customers. We believe everyone in your company is responsible for creating a great experience. We can come alongside your team, identify areas for improvement and get your staff engaged to make every interaction better because it’s the right way to serve your customers.

At Pivot, we don’t believe in or teach your staff to be pushy or aggressive in their approach. We believe the basics are still the best methodology. Know and respect your customers, understand their needs, and understand the techniques to match your services to those needs. Sincerity, fun, authenticity, accountability, and respect are the backbone of our approach.

Faking it will never work in the long run. Most companies cannot rely on the fact that they have friendly staffs alone for growth. Your customers need you to be product experts and your team has to continue learning to stay ahead of your customers. We can help your staff by taking challenging technical concepts and making them easy to understand and relay to customers. They might not be experts in the end, but they’ll feel more confident which will lead to higher customer satisfaction and revenue growth.

Sometimes you just have to get away and have your leadership teams focus on the big picture, strategic plan necessary to move your company forward. We can do as little as 2-hour sessions on industry trends and updates or help guide and facilitate your execs and board through a multi-day agenda. We’ll keep you on track and make sure that your planning objectives are communicated during this annual strategy meeting.

Sometimes our leadership teams need a little shot in the arm. These teams often have members who’ve been there a long time and some who are just starting out. Your management team has to be on the same page, supportive of one another, and communicating effectively before expecting that from those they lead. We can help identify these challenges and create a program to work toward getting to a healthier place.

Many industries have enjoyed a long period of time where they were the only game in town. This reality may have led to a culture of complacency, a “not-my-job mentality” and a lack of understanding of how to compete in today’s environment. We can help your staff see the big picture and how they will play a key role in changing and shifting the culture of your company. We want to hold on to what made you great and focus on adding more of the necessary elements of what’s necessary to continue that in today’s environment.

We take the pain out of compliance training with our interactive, on demand courses.

This training is a must. Investing the time and training in your employees through Pivot is not only going to empower and encourage them to do their job, but to go the extra mile. It’s great knowing that my employer wants to invest in me so I have the chance to grow in the company.”

Mid-Rivers Communications