Posts archive for August, 2022

The workforce is in transition and so are our training methods. Before Covid-19, most training took place in the classroom. However, as more agents work remotely, companies have had to adapt and find new ways to effectively train new hires. As training programs continue to develop in the virtual environment, many people are seeing that performance-based work requires automation.

The Challenges of Training Remotely

With more work-from-home positions, it is becoming harder to train and retain employees. Attrition rates are higher than ever and fewer people are completing their training period or successfully transitioning into their new roles.

There are several factors to consider that make it harder to recruit and engage with people in a remote environment. The lack of physical interactions makes it more difficult to accurately gauge their comprehension and provide coaching. Furthermore, trainers have less time to dedicate to individual practice with each trainee.

This often leads to agents being thrust into their positions prematurely, before they are ready to perform the job they were hired to do. People need more reinforcement and feedback before they are put into real-life scenarios. Rather than letting them learn on real customers and negatively impact the customer experience, SymTrain offers automated role-plays to increase competency and support your new hires during the training process.

The Impacts of Automation

Automation is transforming the way we train. And, it can drastically reduce your training time and costs. Not only does this make the training methods more effective, but it’s also a more effective strategy for resource management. It offloads time-consuming responsibilities from trainers so they can focus on other aspects and give more personalized attention to those who need it. 

Having agents practice workplace scenarios outside of the classroom also provides more time for individual practice and performance support. And, it gives people the freedom to work at their own pace. In addition to higher proficiency and faster skill mastery, it also builds their confidence in system navigation and overall level of preparedness. The automated role-plays will allow you to onboard new agents even faster and ensure they are ready to interact with customers.

Why Performance-Based Work Requires Automation

Adding a certain level of automation to your training program will not only help your trainers become more impactful but also allow you to apply your methods at scale more effectively. It creates a performance standard that is consistent for all employees and can be applied to all levels of learning. Automation gives you a repeatable and consistent experience that can be scaled across large populations.

Furthermore, the AI, which we call Coach Sym, uses the same criteria to assess employees’ performance and provides targeted, immediate feedback to ensure that everyone receives the same training. And as they complete these role-plays, you can use this information to monitor progress for the individual or compare it across groups. These tools will allow you to pinpoint areas where you are doing well and where they need improvement.

Automation can be a powerful tool. And with SymTrain’s innovative training solutions, it will help you achieve the results you need faster and for a fraction of the cost.

What is immersive learning?

Immersive learning is a technique that teachers have utilized for many years to help students gain a better understanding of the content and improve retention rates of what they are learning. When applied to the workplace, immersive CX training prepares new employees for real-world scenarios they will encounter, but in a simulated environment. SymTrain presents experiential learning opportunities through hands-on practice. Allowing people to have several attempts to work through each scenario has proven to give students a better grasp of the content. However, our training platform takes it one step further. In addition to giving people the time and space to work through each skill, they also receive guided practice and AI coaching to help them achieve skill mastery.

What are the benefits?

People learn more efficiently through the process of doing. Studies show that immersive learning enhances cognitive skills and understanding, improves memory, and increases problem-solving skills. Therefore, SymTrain has created a training platform that gives people the chance to perform and apply what they are learning in realistic workplace scenarios. Furthermore, it allows agents the time and space they need to build the confidence and competencies they need to reach proficiency faster. Step by step, it adds to and builds upon their existing knowledge and skills. Once you build your Sym library, your employees will have ample opportunities to practice with these self-paced learning simulations.

How does SymTrain deliver immersive CX training?

SymTrain’s platform recreates many real-life scenarios that agents will encounter when they are working with live customers. Rather than having them learn in real-time, our Syms provide people a safe space to practice, make mistakes, and correct themselves with the guidance of our intuitive AI, Coach Sym. With our AI coaching, agents receive targeted and immediate feedback to help determine what they are doing well and identify areas for improvement. And, they can repeat each lesson as many times as they wish, until they feel comfortable with the content and ready to move on to the next skill. The level of assistance can also be adjusted to help agents become more autonomous until they can successfully complete each scenario on their own. Adding automated role-plays to your curriculum will transform your training and help agents reach skill mastery faster by delivering an immersive CX training experience.

SymTrain sets itself apart from the competition by implementing AI at a level that has never been seen before in automated role-plays. Our training methods are not only more effective in teaching call fundamentals but also in training empathy through AI coaching.

Utilizing AI Coaching for Automated Role-Plays

Our intelligent AI, Coach Sym, listens and evaluates the performance of each role-play as your agents complete them. In addition to assessing knowledge and proficiency in systems navigation, it also uses voice analysis to detect accuracy, tone, and empathy. 

As your agents go through each scenario, Coach Sym offers guidance and feedback during the simulation. Then, it generates targeted and immediate feedback, highlighting which call elements were done well and where there is room for improvement.

Moving Beyond Call Fundamentals

Many programs can accurately assess the use of keywords and efficiency in systems navigation, but few move beyond the call fundamentals. However, Coach Sym provides greater insights into an agent’s performance and assists in training empathy through AI coaching. 

Signaling and listening for the use of keywords and phrases will allow you to hone in on teaching the soft skills of customer service. This intuitive assessment also lets you tailor your coaching strategy and offer personalized support where each person needs it.

The Importance of Empathy in the Customer Experience 

Our current clients have already witnessed how engaging in these workplace simulations has better prepared their employees for real-world situations. Although their jobs require a high level of knowledge and skill, you can’t ignore the importance of empathy to the customer experience. It plays a crucial role in creating positive customer interactions. 

Learning how to empathize with customers will help your agents to communicate more effectively and increase understanding on both sides of the conversation. Using AI to reinforce these soft skills and practice empathy during simulated role-plays will ensure that your team is ready to deal with difficult situations. Without a doubt, placing a higher emphasis on teaching empathy through AI coaching will lead to better solutions and more satisfied customers.