When organizations invest in contact center technology through a partner, they rightly expect more than a platform. They expect experts who understand how it works, how it evolves, and how to get the most value from it over time. At Bucher + Suter, we know that platform know-how is imperative for teams beyond the engineers or project teams who deploy it.
That’s why our U.S. Customer Success team recently spent a week together in Denver for advanced Webex Contact Center (WxCC) training with Sunset Learning.
The goal was to sharpen our expertise, learn from each other, and come back better equipped to support the customers who rely on us every day.
Learning together
Every Customer Success Manager brings a different set of customer experiences to the table. Spending a workshop week together created space to develop deeper platform expertise, compare notes, and challenge assumptions.
Of course, everyone left with stronger technical knowledge.
More importantly, they left with a better understanding of who across the team has tackled similar challenges before, who to call when a customer needs a fresh perspective, and where pockets of expertise exist.
That’s difficult to build over Webex meetings alone.
More than training
The week wasn’t all classrooms and whiteboards.
Between training sessions, the team spent time together at pickleball, an escape room, a Colorado Avalanche game, arcade nights, and shared meals.
None of those activities were designed to be “team building” exercises per se. They were simply a chance for colleagues who spend most of the year supporting customers from different locations to get to know each other even better. Sometimes the best conversations happen after the day’s work is finished.
Why it matters
When a customer reaches out with a challenge, they aren’t getting the knowledge of one Customer Success Manager. They’re getting access to the experience of an entire team.
For customers, that’s what matters. Not that we spent a week in Denver. Not that we played pickleball. Not even that we completed advanced training.
What matters… what moves the needle… is having a team behind them that’s constantly learning, sharing knowledge and experiences, and investing in the expertise needed to support them long after go-live.
Looking ahead
As contact center technology evolves, we’ll continue investing in the people who help our customers navigate it every day.
Because the more our team learns, the more value we can bring to the organizations that trust us to support their customer experience operations.
