SymTrain and Balto: What AI Can and Can’t Do

The recent webinar featuring SymTrain’s CEO Dan McCann, and Marc Bernstein CEO of Balto provided valuable insights into the role of AI solutions and AI coaching in transforming the contact center industry.

The Key Takeaways

1. Automation of Role-Play Exercises

A significant insight was the endless possibilities of automating role-play exercises, which allows global CX contact center agents to perform their jobs more effectively and efficiently. These exercises, which include phone conversations, electronic communication, and visual software navigation, provide agents with the necessary repetition and reinforcement to master their roles.

2. AI Companions vs. AI Agents

A critical discussion point was the differentiation between AI companions and AI agents. AI companions support human agents in performing tasks, enhancing human performance rather than replacing it. This collaborative approach ensures that AI aids in better human performance, and as humans improve, they help AI systems evolve.

3. Continuous Learning and Improvement

The webinar emphasized that AI helps humans perform better, and in turn, humans help AI systems learn and improve. This continuous cycle of learning and improvement benefits both the technology and the human workforce, driving better outcomes in the contact center environment.

4. Impact of AI on the Industry

AI solutions like SymTrain and Balto are constantly getting better and smarter, with continuous tuning and fine-tuning of their systems. This improvement leads to more accurate and effective training for agents, helping them to adapt to new challenges and improve their customer interactions.

5. Automated and Streamlined Processes

SymTrain’s platform offers automated content creation and delivery, which includes ingesting, building, tagging, assigning, and delivering training materials. This automation streamlines the training process, ensuring agents receive timely and relevant content without the need for extensive manual effort.

6. Human Collaboration and Oversight

Despite the high level of automation, human collaboration remains essential. The platform allows for human oversight and editing to ensure the training materials are accurate and effective, blending AI-driven automation with human input for optimal outcomes.

7. Future Developments in AI Coaching

Looking ahead, the industry is expected to see significant advancements in AI technology, further enhancing its ability to support and improve human performance. AI will continue to play a crucial role in making humans better at their jobs, particularly in the contact center industry.

The SymTrain and Balto webinar highlighted the transformative potential of AI coaching in the contact center industry. By integrating AI solutions into training program00129Es, contact centers can significantly drive agent performance to unexpected levels, improve customer interactions, and achieve better overall outcomes.

The collaboration between AI systems and human agents is pivotal in driving this evolution, ensuring continuous growth and adaptation to new challenges. You can watch the full session here:

Nashville 2023: Join SymTrain at Customer Contact Week 

Stepping boldly to the forefront of AI-powered training and coaching for contact centers, SymTrain takes the lead as a game-changing catalyst. As the industry buzzes with excitement for Customer Contact Week (CCW) 2023 in Nashville, SymTrain stands tall, thrilled to declare its innovative platform’s presence in this pivotal gathering. 

This year’s CCW is set to gather an ensemble of world-class customer contact and CX leaders under one roof. So mark your calendars for October 11th – 13th of 2023, and be sure to visit SymTrain at Booth #205 to learn more about AI-powered simulation for training and coaching in contact centers. 

Hear It from the Experts at the Customer Contact Week 

Imagine a stage where innovation meets expertise and where strategy mixes with creativity.  

That’s what’s about to happen as our very own Liz Powell, the mind behind SymTrain’s Customer Operations, steps into the spotlight to discuss: “Tech through the Lens of Client Success: Exploring and Implementing Emerging Solutions”, alongside Rolanda Grant, Vice President of Client Success at National Debt Relief

Together they’ll explore how customer success professionals navigate the ever-evolving landscape of technological innovation, continuously evaluating the tools and systems that form the foundation of their work. 

As a must-attend event, CCW 2023 promises to transcend the industry standards, elevate strategies, and showcase cutting-edge solutions that define the future of customer engagement. 

You can check more expert speakers at CCW here 

We invite you to join us for this engaging speaker session on Thursday, October 12, from 1:30 PM to 2:15 PM CDT.   

About the Participants 

Rolanda Grant is a passionate leadership and client advocate with nearly a decade of experience in the debt settlement industry. She’s currently Vice president of Client Success and Client Success Learning and Development at National Debt Relief. 

Liz Powell shines as the Vice President of Customer Operations at SymTrain. Her background and extensive experience gained through multiple roles in the contact center industry, as well as her expertise in the latest technology, empowers her to proactively deliver positive outcomes and operational excellence solutions for all SymTrain customers. 

Continue reading:

Sit Down With SymTrain Episode 4 Recap

Half an hour proved an undeniably fleeting window to fully unravel the intricate landscape of the future of contact center employment in the context of AI integration. 

The dynamic interplay between evolving technology and the workforce, the potential shifts in skill requirements, and the adaptation strategies for both employers and employees need a more extensive and nuanced examination. 

That is why SymTrain’s VP of Customer Operations, Liz Powell, joined forces once again with CX expert and Chief Customer Officer of Etech Global Services, Jim Iyoob on Episode 4 of Sit Down With SymTrain, to further unravel if AI is a Threat to Jobs in the Contact Center? 

Together they engaged in a comprehensive exploration of the intricate web of challenges and opportunities that AI solutions bring to the contact center industry’s workforce.

Watch it again:

The Key Takeaways of Sit Down With SymTrain Episode 4

  • AI’s Unseen Potential:  The prevailing focus on AI within the context of speech analytics, data, and post-call analysis often eclipses the critical aspect of AI integration into training for contact centers. This unseen recognition highlights a pioneering shift in the industry’s approach, as it reimagines and revolutionizes the utilization of AI, emphasizing its pivotal role in the training process.
  • Augmentation, Not Replacement: The integration of AI into contact centers should not be seen as an either-or scenario where AI replaces human interactions. Instead, it’s about augmenting and enhancing human capabilities. While AI can streamline processes and provide valuable insights, human touch and communication remain essential in many situations. Embracing AI as a tool to augment and adapt rather than replace is the forward-thinking approach to its implementation in the industry.
  • Strategic AI Integration In Contact Centers: There is a proactive use of AI when preparing contact center teams for unpredictable situations. By leveraging AI throughout the staffing and preparation process, organizations can identify the right candidates based on past data and assess essential qualities like empathy and communication skills. This not only ensures that the team is well-equipped to handle calls effectively but also empowers employees to self-assess their suitability for specific roles, fostering a more efficient and engaged workforce.

One More Actionable Lesson 

Traditional classroom instruction has its limits when it comes to preparing individuals for tasks; it’s often more effective to provide hands-on experiences for ensuring correct execution. Furthermore, the integration of AI should not be an afterthought or a superficial addition to existing processes. It should be carefully woven into the fabric of training and operational procedures, optimizing their effectiveness and relevance to modern demands.

Remember to visit our website for more trusted industry insights, while we stay committed to gathering invaluable resources to deliver the most up-to-date trends on AI for training and coaching in contact centers. 

And stay tuned for exciting updates coming your way in the upcoming episode!

A Vibrant Journey at CCW Las Vegas: Unleashing the Future of Customer Interactions! 

Hey there, fellow customer experience enthusiasts! I’m Anne, a member of SymTrain’s marketing leadership team, I can’t wait to share the incredible experience I had at Contact Center Week (CCW) in the fabulous city of Las Vegas. Picture this: a restless conference show floor, filled with professionals, cutting-edge technology, and a brisk sense of anticipation in the air – although that might have been the A/C.  

I learned so much at the conference – from fellow attendees, vendors, and the amazing speaker lineup – that I simply had to share.  Whether you weren’t able to attend or just forgot too much after fully enjoying Vegas, the insights from industry leaders coming together to explore the latest trends and technologies shaping the contact center landscape simply can’t go undocumented.  

Here are 6 things I took away that you, my dear reader, can benefit from:

1. Generative AI Technology and the Impact of Human-like Responses: 

Contact centers far and wide are diving headfirst into this groundbreaking technology, which creates realistic human responses in real-time. This remarkable advancement promises to take customer experiences to new heights, all while streamlining call summarization processes. I imagine the error reduction or automated notetaking and an elevated customer experience from agents focused on calls, to save contact centers thousands, all thanks to generative AI. 

2. Personalization, the Quest for the Perfect Balance: 

The eternal struggle of delivering personalized experiences without becoming too intrusive. At CCW, this challenge was recalled. Brands are on a mission to maintain human touch amidst automated interactions, ensuring that customers feel like more than just numbers on a screen. Finding the right balance is key, and with the rapid advancement of AI capabilities, it’s a challenge that contact centers are perfecting. I imagine those centers that thrive will be those that approach this quest as more art than science. 

3. The Multivendor Approach, Unlocking the Power of Choice: 

An exciting trend that caught my attention was the rise of the multivendor approach to Contact Center as a Service (CCaaS). After so many CCaaS vendors spent years trying to enrich their feature set, customers are still finding value in a diversified approach. This flexibility allows them to optimize their customer contact strategies and elevate service delivery to new heights. It’s nice to see that decision makers are valuing quality of outcomes over convivence of single-vendor solutions.  

4. Data and Analytics, Driving Customer Experience Excellence: 

Data and analytics have always been a big deal, but this year the tech seems to have finally caught up with the promise, as solutions have emerged as central components of the customer experience (CX) stack. Intelligent algorithms and machine learning offer deep insights into customer behaviors and preferences. With this newfound knowledge, businesses are making data-driven decisions that align perfectly with customer expectations. This has enabled businesses to make data-driven decisions aligned with customer expectations, empowering contact centers to create truly extraordinary experiences. 

5. Embracing the Digital Era, Asynchronous Interactions Take Center Stage: 

As the world embraced digital channels, the COVID-19 pandemic accelerated a remarkable, and now apparently permanent, shift. Text communication channels have taken precedence over voice conversations, providing customers with convenience and flexibility. But this puts even more pressure on the quality inside the voice channel as it’s still reserved for the most complicated and emotionally charged interactions.  

6. Trust, Security, and Privacy, Navigating the AI Frontier: 

As contact centers embrace AI, the challenge of building trust and ensuring data security arises. CCW served as a reminder that organizations must navigate this frontier with care and integrity. Robust data protection measures and compliance with regulations are essential to safeguard customer information. After all, trust is the foundation of lasting relationships, and contact centers committed to upholding the highest standards need to trust their technology to support the trusting relationship they build with customers. 

CCW Las Vegas was an exciting adventure that transported me into the heart of the evolving contact center landscape. From the chilly show floor to the exciting news of innovation my mind was blown. I’m just so happy that SymTrain is part of this transformation. Our AI-powered simulations that automate training and coaching processes not only delivers a 30-50x ROI, but (apparently) is on trend too. Let us show you how SymTrain can revolutionize your contact center and shape the future of CX.  

Let’s embark on this transformative journey together!