ResultsCX is a global Customer Experience Management (CXM) leader with over three decades of experience helping leading global brands drive growth by delivering outcomes that matter. Serving more than 75 global brands including Fortune 100 and 500 companies, ResultsCX operates across seven countries with 25 locations and employs over 26,000 professionals worldwide.
The company specializes in delivering high-value impact across three core areas: Revenue Acceleration, Cost Optimization, and Enhanced Experience. With deep domain expertise spanning Healthcare, Media, Telecom, Fast Growth Technology, Retail, and Banking & Financial Services, ResultsCX combines skilled talent with industry-specific processes and advanced technologies to create strategic business impact for their clients.
ResultsCX has been recognized as Great Place to Work Certified across seven countries—the US, Honduras, Mexico, UK, Bulgaria, India, and the Philippines—a testament to their people-first culture and commitment to employee wellbeing.
Traditionally, contact center onboarding follows a predictable pattern: new hires absorb general company knowledge and job-related information in classroom settings before being assigned to client projects, where they finally begin developing practical, hands-on skills. This conventional model often leaves new employees feeling underprepared when they encounter real customer interactions for the first time.
The gap between knowing what to do and actually doing it effectively can be significant—especially when it comes to the soft skills that define exceptional customer experiences.
By partnering with SymTrain to integrate hands-on practice exercises and role play into their global "Foundations Training" program, ResultsCX is challenging the traditional information-only approach to onboarding and setting a new standard for workforce enablement in the customer experience industry.
How does ResultsCX use practice-based learning for new hire training?
ResultsCX leverages immersive simulation exercises and realistic role play scenarios to create authentic learning experiences that replicate actual customer service interactions. Unlike basic keyword recognition systems, their approach emphasizes real-world application, enabling agents to practice critical soft skills like empathy, active listening, and problem-solving in a safe, supportive environment.
The program uses structured coaching moments where new hires receive immediate feedback on their performance. This allows trainers to identify areas for improvement and recognize strong performances in real-time, creating a development-focused culture from day one.
Key Elements:
ResultsCX's approach recognizes that exceptional customer service requires more than product knowledge. Their practice-based methodology develops competencies across three critical dimensions:
Content – Understanding the subject matter and being able to articulate solutions clearly
Intent – Recognizing what the customer is trying to accomplish and guiding them effectively toward resolution
Sensitivity – Evaluating how different responses impact customer emotions and adjusting communication style accordingly
This comprehensive approach ensures that new hires don't just know their scripts—they understand how to adapt them based on the unique context of each customer interaction.
ResultsCX's innovative training strategy is delivering measurable results across multiple dimensions:
Faster Time-to-Productivity: New hires enter client programs already proficient in core communication and problem-solving techniques, significantly reducing ramp-up time on specific accounts.
Enhanced Performance Consistency: Employees demonstrate stronger, more consistent performance across diverse customer situations and client environments, with fewer quality issues in early interactions.
Increased Employee Confidence: Team members feel better prepared and more confident when handling their first real customer interactions, leading to lower stress and higher job satisfaction.
Improved Client Satisfaction: Clients benefit from agents who are equipped with both technical knowledge and the interpersonal skills that drive positive customer outcomes from their very first call.
Higher Retention Rates: Employees who feel prepared and successful in their roles are more likely to stay and grow with the organization, reducing costly turnover.
The practice-based approach provides ResultsCX's training team with detailed performance data that traditional classroom training simply cannot capture. Trainers can identify exactly where each new hire excels and where they need additional support, enabling personalized coaching that accelerates individual development.
This data-driven approach allows the training organization to:
ResultsCX's commitment to training innovation exemplifies the company's broader people-first philosophy. By investing in comprehensive skill development before client deployment, they're not only improving business outcomes—they're creating better career experiences for thousands of employees worldwide.
This approach aligns perfectly with ResultsCX's mission to deliver exceptional customer experiences while prioritizing employee wellbeing and growth. Their recognition that human skills are just as important as technical knowledge sets a new benchmark for workforce enablement in the CXM industry.
Congratulations to the entire ResultsCX training organization for raising the bar on employee development and demonstrating that practice truly does make perfect!
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