Our CEB was customized to align with our bank’s vision and purpose, enabling all Specialists and leaders to unite behind it.

I particularly appreciated having access to tools and techniques that empowered me to drive accountability among my team of managers.

Because of e2G’s Coaching Fundamentals series and a custom-built Critical Thinking Workshop, our mindset toward performance improvement shifted, fostering a genuine appreciation for each other’s roles and efforts.

I’m elated to share that we achieved the lowest attrition rates in our history and are seeing improved consistency in efficiency and critical thinking skills!

Our Support to Sustain program was a success, earning high praise from all participating Directors and VPs.

We appreciated the strong focus on how to drive team accountability. We learned– and practiced! — valuable techniques for measuring, supporting, and enabling leaders to effectively lead and coach their teams in achieving measurable results.
culture.

I’ve been at CIBC for a very long time, and we’ve had many call flows come and go…MANY! But e2G, by far, is the best one because it’s the only one that truly has the client at its core.

The reason I adopt these techniques is because at the end of the day, it makes my job easier.

We witnessed real success stories from your coaching program. We saw a significant and positive trend reversal in AHT, we improved our year over year ASA, and we improved to a 98.8% accuracy rate while achieving revenue growth and reducing costs.

SwitchGear got us these year over year results: sales revenues increased over 12%, customer satisfaction scores improved from 55% to 70%, with a 13% improvement in employee SAT. Their energy level was infectious, and they were always ready with unique ideas that engaged us in solution sales.

SwitchGear enabled us to move faster through our projects to deliver a quality product. Many of the initiatives were high pressure and the e2G team stayed focused keeping all the moving pieces under control. We could count on them to deliver on time and on budget – and would consider them again without hesitation!

Afshan generously shared her expertise with our Customer Relations team at a critical time when we were developing their contact center skills during Hydro One’s market opening and deregulation of the industry.

Our objective was to improve our outsourcer management skills and contact center knowledge.

Her meticulously crafted 2-day crash course, rich with industry best practices, empowered them with actionable steps. They left with confidence, equipped with a practical toolkit to balance partner relationships, customer service delivery, and budgetary targets.

Thank you for your efforts and genuine care for sharing best practices within the contact centre industry. Your passion, knowledge, insight and enthusiasm were part of making our last industry meeting a hit!!

From the first day that we were exposed to the energy and expertise that SwitchGear brought to our site, we knew we had made the right decision.  They completely customized the program to suit the call types that we handled, and consistently went well beyond our expectations.

As a site with a team of 130, we went from 68% to 102% of targets in less than 6 months!  Most of the team did not think that was possible – thought they had to choose service or sales but couldn’t do both and never understood that you have to repeat the right process and techniques until you get it right and THEN you get the results!  It was a real wow for the entire team.

Our CEB gave us clarity and united the team around a shared vision of what good sounds like. Of course it was designed to be Collector-centric, but our Ambassadors loved how it allowed them to easily execute.

The Coaching Fundamentals series invigorated our leaders with a methodology that drove both Collector and employee engagement.

The focused immersion on a single theme over several weeks allowed our manager team not only to gain a deep understanding of the topic, but most importantly, implement strategies effectively, yielding tangible results.

Once again, e2G’s personalized approach precisely caters to our unique requirements.

This program was rigorous and has made me a better coach in such a short time. I have a newfound confidence and see myself now as an expert in coaching.

The weekly coaching, support and strategic guidance given to me by my e2G Master Coach mentor have empowered me to make significant impacts to the business

Coaching Fundamentals reshaped our understanding of “coaching”. Implementing these concepts and methodologies, our leaders across Canada and throughout our global centres, quite simply transformed our culture.

Throughout our multi-year partnership, e2G developed an in-depth understanding of our business and people. This enabled them to proactively offer insights and recommendations, ultimately enhancing the quality of every project.

It felt effortless working with e2G. They were very accommodating, tailoring the content specifically for our needs, and remained available afterward to ensure the learning stuck and we got the outcome we needed.

We achieved improved engagement and efficiencies thanks to the strategic restructuring of our new hire training.

This initiative allowed us to reclaim 5 days, which we then allocated towards more extensive practice sessions and role plays with our new hires. As a result, they are better prepared for success when interacting with our valued clients.