Customer Service Training

Consistency, empathy and results at-scale. With CGS Immersive, transform every agent and manager into a brand champion. Equip teams to deliver human, compliant, and consistent experiences across every channel, at every moment, for every customer.

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Customer service representatives on headsets
  • Mastercard
  • Whole Foods Market
  • McDonald's
  • TOSHIBA
  • Dunkin'
  • Loblaws White
  • Golf Coast RBC logo horizontal White

THE CHALLENGE

One bad customer experience drives away 32% of customers and can sink your brand

  • Today’s customers expect answers everywhere and empathy every time; failure means churn, lost revenue, and viral brand damage

  • Omnichannel support, complex regulation, and rising expectations stretch teams thin

  • Static scripts and slow training can’t keep up with new products, tech, or compliance demands

  • Service excellence is built through empowered teams who practice, adapt, and own the customer outcome

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EVERY TOUCHPOINT, EVERY AGENT, EVERY SKILL

CGS Immersive creates customer service teams who excel in every experience

Cicero

Cicero builds agent confidence through unscripted, dynamic practice—empowering empathy, escalation, compliance, and troubleshooting for any type of interaction. (Platform)

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Cicero Kiosk

Cicero Kiosk delivers frictionless, self-service experiences where customers receive instant, personalized recommendations and support, right on the retail floor, at the airport, or in-store. Employees are empowered by just-in-time training, tips, and updated guidance exactly when and where it’s needed.

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Blended Immersive Learning experiences

Blended Immersive Learning experiences leveraging microlearning, keeps skills, product knowledge, and compliance updates fresh. Delivered in short bursts that fit the speed of daily work, so agents always have answers.

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Manager training

Manager training develops next-level service leaders—coaching managers in real-time feedback, digital analytics, and people-first strategies for stronger team and customer results.

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Consulting and analytics

Consulting and analytics reveal what drives satisfaction and success, linking frontline behaviors with customer sentiment, NPS, and operational KPIs to drive rapid performance gains.

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Custom content

Custom content targets every customer touchpoint; —build specialized training for contact center, chat, in-store, and field teams, delivered securely and tailored worldwide.

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CASE STUDIES

Measurable impact, memorable experiences

  • Our CSATs jumped and callback rates dropped; agents learned to manage tough calls and digital channels within weeks.

    VP, Customer Experience
    Global Retail

  • Field reps and call agents both got live scenario practice; CX consistency is now our norm, even as regulations changed.

    Director of Support
    Technology Manufacturer

  • With CGS Immersive, our managers gained the tools and coaching to lead teams across countries and channels, empowering them to deliver consistent service, faster onboarding, and fewer escalations, even as compliance requirements changed.

    Global Contact Center Lead
    Banking

RESOURCES

Service Success, At a Glance

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Ready for service excellence—start now.