Established in 2023, The CX Academy was created as a learning and development center dedicated to cultivating service excellence and elevating customer experience. At SKY CC, we believe that great service starts with well-prepared people. Therefore, we focus on developing and empowering our employees to deliver exceptional customer experiences across every touchpoint.
The CX Academy is not just a typical training center — it is a capability development hub designed to address every dimension of customer service excellence.
Four Core Strengths of The CX Academy
1. Elevating Service Quality Beyond Standards
- Courses are designed to align with SKY CC’s service framework and client requirements.
- Reduces inconsistencies that often arise from external training providers.
2. Specialized Skills Development for Contact Center Professionals
- Training covers essential skills such as communication, complaint handling, and technology adoption.
- Real-time coaching and feedback enhance performance instantly.
3. Flexible and Adaptable to Business Evolution
- Course content is continuously updated to align with emerging trends such as AI, Chatbot Integration, Omnichannel Customer Support, and modern customer behavior.
- Ensures that employees are fully prepared for rapid changes in the service landscape.
4. Creating a Strong Learning Culture Within the Organization
- Promotes continuous self-development for employees.
- Builds confidence for New Hires and Reskilling Employees.
- Encourages trainers to upgrade skills regularly.
Expert-Led Curriculum Designed for Real Service Journeys
Backed by more than 20 years of experience, SKY CC’s service experts have developed tailored learning programs that reflect modern customer behavior and cover every stage of the service journey.
In one service function, we can design multiple specialized courses to significantly enhance employee performance.
Specialized Training Examples: Two Key Service Functions
1. Customer Information Service Function
Building a strong foundation is essential. Employees must possess a service mindset, understand their roles, communicate clearly, and use appropriate and professional language.
Designed Courses
1.1 Service Mind to Service Excellence
Ignites passion for service and builds a professional understanding of service roles.
1.2 Introduction to Contact Center & The Role of CSR
Clarifies responsibilities and strengthens communication skills — the heart of good service.
1.3 Effective Communication & Positive Responding
Develops impactful, concise, and clear conversations that build customer trust and brand perception.
1.4 Soft Skills for Excellent Customer Service
Enhances professional use of language and empathetic communication.
2. Complaint Handling Service Function
Effective complaint handling requires deep customer understanding, specialized skills, and the ability to resolve issues professionally.
Designed Courses
2.1 Professional Contact Center Complaint Handling & Management
Teaches complaint management strategies to build customer confidence and trust.
2.2 Empathic Communication to Beyond Customer Expectation
Focuses on empathetic communication, essential for urgent and sensitive cases.
2.3 Sense of Emergency & Helping Skills
Enhances awareness and proper action during critical situations; builds a strong sense of responsibility.
2.4 Sense of Ownership
Develops accountability and emotional control to manage challenging situations effectively.
2.5 Building Emotional Intelligence for Customer Service
Strengthens emotional resilience to perform well under pressure. Comprehensive Learning Framework Across 6 Levels
Today, The CX Academy offers over 80 learning programs across six development levels.
Courses are continuously updated to align with service expectations and evolving customer experience strategies.
Beyond Service Skills: Development Programs That Build Sustainable Careers
The CX Academy also supports long-term employee growth through various development initiatives, including:
1. Talent Development Program (TDP)
Develops successors for supervisory roles, ensuring service continuity and capability to support business expansion.
2. Real Experience Program
Provides exceptional performers with international learning experiences through overseas technology and service exposure.
3. Team Building Program
Strengthens teamwork, collaboration, and creativity among supervisors and team members.
4. Sport Day
Enhances workplace relationships, employee well-being, and team morale.
5. Unique Development Program (Customized Corporate Service Training)
Our Unique Development Program is a fully customized corporate training solution designed to enhance professional service capabilities and support each organization’s specific business objectives. This program focuses on solving real operational challenges by aligning training with the unique needs of every client.
Our expert team begins with a comprehensive pre-assessment to identify skill gaps, business requirements, and development priorities. Based on these insights, we design tailor-made training modules that match the organization’s service context and customer expectations.
Training is delivered using methods optimized for each corporate environment, ensuring relevance, practical application, and measurable results. To drive sustainable improvement, the program includes a structured post-training performance tracking system, allowing us to monitor progress, assess outcomes, and effectively close identified competency gaps.
This customized learning approach empowers organizations to strengthen service excellence, elevate customer experience, and build long-term employee capability with maximum impact.
Proven Success of The CX Academy
Structured and comprehensive learning programs have enabled:
- Over 80% of new hires to achieve “good” service performance from their first day.
- After just 3 months, performance improved further to 96%, demonstrating rapid capability enhancement.
In 2024, SKY CC also received over 16,000 customer compliments, reflecting our strong impact on service quality, employee development, and customer satisfaction.
Our Commitment: Developing People to Elevate Customer Experience
The CX Academy continues to design new courses and development initiatives to uplift employee capability and enhance workplace happiness.
We believe that “good service” is not only a responsibility — but a commitment to delivering the best experience to every SKY CC customer.
Every employee trained under The CX Academy gains:
- Deep understanding of service skills
- Alignment with brand values
- Readiness to deliver excellence at every touchpoint
When clients choose SKY CC Outsourced Services, they receive not just a team, but a group of well-prepared professionals who represent their brand with excellence and dedication.
The CX Academy is our promise that every service we deliver reflects the quality your organization deserves.
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Thailand’s CX Leader,
Setting the Global Benchmark
E-mail : [email protected]
Tel : +66 2685 0000