Customer Care Workshop: Data-Driven Training for Modern Support Teams

This workshop is an intensive, practice-first program designed for frontline agents, team leads, and support operations managers who want measurable gains in customer satisfaction, speed, and quality. Over two days, participants complete 12 hours of structured instruction and labs, applying proven frameworks to their own queues, macros, SLAs, and dashboards.

Across 38 teams trained between 2021 and 2024, attendees reduced median first response time by 28% within 60 days, increased CSAT by 6–12 points, raised first contact resolution by 8–15%, and cut unnecessary escalations by 18%. The curriculum pairs these outcomes with clear implementation plans, so teams leave with a prioritized backlog and timelines they can execute immediately.

Who This Workshop Is For and Measurable Outcomes

Ideal participants include customer support agents, QA specialists, team leads, knowledge managers, and support operations analysts. The content is platform-agnostic, with examples for Zendesk, Intercom, Salesforce Service Cloud, and Freshdesk. We cap each cohort at 24 seats to ensure feedback on live tickets, macros, and dashboards from your environment.

Expected outcomes are tied to metrics you already track: first response time (FRT), average handle time (AHT), first contact resolution (FCR), CSAT, QA scores, and cost per contact. Our 2021–2024 cohorts report a median +9.4 CSAT points and a 22–35% reduction in backlog older than 72 hours within eight weeks. Teams adopting our quality rubric hit a 12% improvement in calibration agreement (from 68% to 80% average) within 30 days.

We use pre/post measurement: a baseline survey and the last 90 days of KPIs are collected one week prior; progress is checked at day 14, 45, and 90. Typical ROI modeled on a 10-agent team handling 9,000 contacts/month: a 10% FCR lift eliminates ~900 follow-up contacts, saving ~150 agent hours/month at $32/hour, or ~$4,800 in monthly labor equivalent.

Format, Dates, and Logistics

Format: 2 days, 9:00 a.m.–4:30 p.m. (local time) with a 60-minute lunch and two 15-minute breaks. Delivery is available in-person or live online. Capacity is 24 seats per public cohort; private onsite sessions support up to 16 participants. All participants receive recordings (for virtual), slides, templates, and a completion certificate for 12 training hours.

Upcoming public dates: Chicago (in-person) on October 17–18, 2025 at Northlake Training Center, 1234 W Randolph St, Chicago, IL 60607. Virtual (live, Zoom) on November 12–13, 2025, Central Time. Accessibility: wheelchair access onsite; live captions for virtual. For questions or invoicing, call (312) 555-0148 or email [email protected]. Registration and details: https://www.careworkshop.training

Onsite amenities include Wi‑Fi, power strips at tables, and light breakfast. Coffee and tea are available all day. Nearby transit: CTA Green/Pink Lines (Morgan Station, 0.3 mi). Discounted parking is $18/day with validation. Participants should bring a laptop; we provide sandbox data and example dashboards for labs.

Curriculum Overview and Methods

The workshop balances frameworks with hands-on practice. Every module includes a short briefing (10–20 minutes), a live demo, and a lab using your tickets or supplied samples. We focus on what changes outcomes: routing and triage design, knowledge management that actually deflects, and communication techniques that reduce reopens.

Methodologically, we use rapid experiments: each team leaves with a 30–60–90 day plan of 6–10 scoped changes (e.g., SLA tuning, macro rewrites, a new QA rubric, and a deflection article refresh) with owners, expected impact, and measurement cadence. You will practice calibration, intent tagging, and de-escalation with real scenarios from your industry.

• Channel strategy and SLAs: design response/resolve SLAs by channel; set priorities and interruption budgets; build a routing matrix to protect deep work blocks.
• Writing for support: structure, tone, and clarity; macro design that personalizes at scale; before/after rewrites cut word count by 25–40% while improving CSAT.
• De-escalation frameworks: apply LEED/LAST and intent mirroring; handle high-emotion messages in under 6 turns; recover detractors to neutral or promoter.
• Quality assurance and calibration: build a 10–12 point rubric; run weekly calibration (target ≥80% agreement); connect QA to coaching plans.
• Knowledge management: identify top 20 intents; write task-based articles; implement article health scoring; track self-serve deflection rate accurately.
• Automation and AI: safe triage, summarization, and suggested replies; when to automate vs. escalate; risk controls and audit trails.
• Analytics and reporting: define a minimal KPI set; build a weekly scorecard; instrument cohort analysis to spot training needs.

Pricing, Group Discounts, and What’s Included

Public cohort pricing: Early-bird $749 per seat (until 30 days before start), Standard $899 per seat, and Teams (5+ seats) $699 per seat. Private onsite delivery is $6,900 per day for up to 16 participants, plus travel at cost if outside IL, CA, WA, or NY. Payment accepted by credit card or ACH; invoices available with Net 15 terms.

Refund policy: 100% refund up to 14 days before the workshop. Within 14 days, you may transfer your seat to a colleague at no charge or receive a full credit for any 2025 date. If we must reschedule due to low enrollment (<10 seats) or facility issues, you may choose a full refund or free transfer.

Included with every seat: a 60-page playbook (PDF), all templates and calculators, access to recordings for 90 days (virtual and in-person get the same), and three group coaching calls at day 14, 45, and 90. Teams receive an implementation review of up to 30 minutes to fine-tune their 90-day plan.

Tools, Templates, and Takeaways

We do not leave you with theory. Every artifact is designed to be deployed the same week. You will receive editable files (Google Sheets, Docs, and CSV) and example dashboards compatible with Zendesk Explore and Looker Studio. A template index maps each tool to its module and KPI impact.

Participants also receive a shareable certificate and a digital badge. Most teams load the templates into their existing drive in under 30 minutes. Where appropriate, we include sample data for quick A/B testing of macros and article formats.

• SLA calculator and routing matrix (Sheets) with breach risk projections and agent coverage model by hour and channel.
• QA rubric (10–12 criteria), calibration facilitation guide, and score trend dashboard with agent-level insights.
• Escalation matrix template with severity tiers, ownership, and response targets; includes after-incident review form.
• Knowledge article blueprint, content health scorecard, and deflection measurement guide to avoid double-counting.
• Omnichannel playbooks for email, chat, social, and phone; empathy micro-scripts and plain-language style guide.
• KPI dashboard starter in Looker Studio, with connectors for CSV and Google Sheets; weekly scorecard template.
• 30–60–90 day improvement plan with owner fields, estimated impact, and review cadence.

Trainer Credentials

The program is led by a practitioner with 14+ years in customer operations, including building two SaaS support orgs from 5 to 120 agents, overseeing 24/7 coverage across email, chat, and phone. Since 2018, they have specialized in operational analytics, QA systems, and knowledge programs that reduce repeat contacts without sacrificing CSAT.

Since 2021, the trainer has taught 1,900+ practitioners across 9 countries with an average workshop NPS of 71. Highlights include a retail case reducing cost per contact by 21% in four months and a fintech case lifting FCR from 62% to 76% in six weeks by reworking macros and routing policies. Certifications: CCXP (since 2018) and Zendesk Admin (since 2020).

How to Prepare and Post-Workshop Follow-Through

One week before your cohort, submit 90 days of metrics (CSV or screenshots): volume by channel, FRT, AHT, FCR, CSAT, reopen rate, and top 20 intents. If available, include your current QA rubric, 10–20 macros, and 5–10 knowledge articles. We accept exports from Zendesk, Intercom, Freshdesk, Salesforce, or generic CSV; a secure upload link is provided upon registration.

After the workshop, you will join a private Slack group for peer calibration and office hours. Group coaching calls at day 14, 45, and 90 keep momentum and unblock implementation. Most teams complete 70–80% of their 90-day plan on schedule; we provide a checkpoint template to track each change, owner, date, and measured impact.

To enroll, visit https://www.careworkshop.training, email [email protected], or call (415) 555-0136 (9:00 a.m.–5:00 p.m. PT, Mon–Fri). Seats are limited to maintain a 1:12 instructor-to-learner ratio. If you need a W‑9, single-vendor agreement, or security questionnaire for your procurement team, request it during registration; average turnaround is 2 business days.

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A customer experience workshop is a dedicated space and time where a group of people from different parts of a company come together to make their customers happier.

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• Empathy. An empathetic listener understands and can share the customer’s feelings.
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• Patience.
• Problem solving.
• Active listening.
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• Time management.
• Adaptability.

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As the last step, you should remove the defect so other customers don’t experience the same issue. The 5 R’s—response, recognition, relief, resolution, and removal—are straightforward to list, yet often prove challenging in complex environments.