Tips and Tricks

Tips and Tricks: Creating the Right Sym to Solve Your Challenges

In our recent Tips and Tricks session, we explored effective strategies for designing Syms to tackle common challenges in training and development. The focus was on customizing Syms to enhance training efficiency, reduce learning curves, and address specific pain points in customer service roles.

Key Takeaways

  • Reducing Training Time: Implementing Syms from day one can significantly decrease overall training time, enhancing early engagement and proficiency.
  • Enhancing Soft Skills: Branch Syms are effective for practicing soft skills, such as empathy and objection handling, by presenting agents with various conversational outcomes.
  • Improving Average Handle Time: Syms help pinpoint and practice the specific parts of a process that an agent struggles with, thus reducing their average handle time by making their interactions more efficient.
  • Targeted Coaching for New Hires and Tenured Agents: Tailored coaching sessions during the 30-, 60-, and 90-days post-training can help new hires adapt more quickly and efficiently. For tenured agents, structured Syms can refresh and enhance their skills, ensuring continued excellence in customer interactions.
  • Retention and Attrition: Using Syms for pre-assessment can help determine if candidates are a good fit for the role, potentially reducing attrition rates by setting realistic job expectations upfront.
  • Efficient Content Utilization: Repurposing existing content into different types of Syms can cater to varying training needs, from reducing training durations to focusing on specific competency areas.

Watch It Again!

For those looking to go deeper into the nuances of creating effective simulations and see these tips in action, we invite you to watch the full session video and explore the practical applications of these strategies in your training modules.

Tips and Tricks

Tips and Tricks: SymTrain FAQs

Here’s a recap of our recent Tips and Tricks session, where we discussed frequently asked questions about SymTrain to enhance your experience and utilization of our platform. This session was packed with insights on managing user activities, improving scoring accuracy, and streamlining simulation creation and management.

The Key Takeaways from the SymTrain FAQs Session

  • Daily Activity Reporting: Users can view daily activity reports for training participants. Reports are accessible by organizational admins, Sym creators, or managers, particularly useful for monitoring progress and participation during training sessions.
  • Bulk User Management: Users can be added or deactivated in bulk using a CSV template, which must be formatted correctly (case-sensitive fields) to avoid errors. This feature facilitates efficient management of large groups of trainees.
  • Scoring System in Simulations: Scoring is based primarily on the use of keywords within simulations. If no keywords are set, or if the simulation is navigational-only, a score of zero is recorded. Upcoming improvements to the scoring system were also hinted at, aiming for more comprehensive assessment capabilities.
  • Simulation Creation and Editing: Creating and editing simulations is streamlined, allowing for quick adjustments and updates. Audio and chat simulations are noted as particularly quick to set up. Keywords important for scoring can be highlighted and notated directly in the script.
  • Alternative Keywords and Phrases: Alternative expressions can be included to allow for varied but correct responses from trainees, enhancing the simulation’s flexibility and realism.
  • Overview and Instructional Videos: Users can add overview videos to simulations, which helps set expectations and provide guidance. These videos have a file size limit and should be concise, especially for coaching experienced agents.
  • Personalizing Syms with Own Voice: Adding personal voice recordings to simulations is possible, enhancing the personal touch and effectiveness of training, especially where tone and delivery are crucial.
  • Efficient Sharing and Accessibility: Simulations can be shared via links, making them easily accessible through learning management systems or direct messaging platforms. This feature supports quick dissemination and accessibility.
  • Cloning and Customizing Syms: Syms can be cloned and customized to target different learning stages or specific coaching moments, making it easy to adapt content for varied training needs.

Catch Up!

For more in-depth explanations and visual guides on this topic, you are encouraged to watch the full session video. Check it out to see these features in action and get more detailed insights into making the most of SymTrain’s capabilities.

Tips and Tricks

Tips and Tricks: A Manager’s Guide to SymTrain

The last session of Tips and Tricks focused on the innovative ways managers can leverage the SymTrain platform to enhance training and coaching. Whether you are introducing new hires to the basics or honing the skills of experienced agents, this guide provides invaluable insights into deploying simulations effectively, utilizing reports for targeted coaching, and fostering a productive learning environment.

1. Three-Phase Deployment Strategy:

  • Assessment, Training, and Coaching: SymTrain offers a tiered approach to training with simulations tailored for beginner, intermediate, and advanced learners. This structure supports agents from their initial days through advanced coaching, enhancing their proficiency at various stages of their learning curve.

2. Effective Utilization of Reports:

  • Customizable Reporting Tools: Managers are encouraged to use reports to monitor performance, identify training gaps, and track progress. Specific reports like team performance and module completion rates provide insights into individual and group performance, aiding in targeted coaching.

3. Team Dynamics and Competition:

  • Leveraging Team Setups for Enhanced Learning: Setting up teams within SymTrain helps in creating a competitive environment that motivates agents to perform better and learn from each other, which is particularly effective for new hires.

4. Strategic Use of Simulation Modules:

  • Tailoring Learning Experiences: Managers can use simulation modules to address specific learning needs, breaking down complex processes into manageable parts. This helps in better retention and understanding among agents.

5. Training Plans and Scheduling:

  • Structured Learning Pathways: Training plans should be comprehensive yet flexible, allowing agents to learn at an optimal pace. Proper scheduling and timely assessments ensure that learning is reinforced and applied effectively.

6. Best Practices for Deployment:

  • Continuous Learning and Adaptation: It’s crucial for managers to stay engaged with the training content by testing simulations themselves, which enables them to support their teams more effectively. Regular practice and repetition are emphasized to embed skills deeply.

7. Understanding and Utilizing Practice and Test Modes:

  • Differentiating Between Modes for Effective Learning: Practice mode is always scripted to guide through the learning process, whereas test mode challenges the agent’s retention and application of skills without prompts, helping managers identify true proficiency levels.

Watch the Full Session

For a more detailed exploration of these strategies and to see SymTrain’s features in action, we encourage you to watch the full session video. Whether you’re a seasoned manager or new to using simulation platforms, this video is a rich resource for enhancing agent training and operational efficiency:

Tips and Tricks

Tips and Tricks: Visual Chat

In the recent Tips and Tricks session, attendees were introduced to the functionality of Visual Chat. This session illuminated how Visual Chat can serve as a tool in automating and enhancing the training and coaching of contact center agents. By integrating textual simulations that mimic real-life interactions, Visual Chat aims to refine the agents’ communication skills, focusing on empathy, efficiency, and accuracy.

Visual Chat: Key Takeaways

  • Innovative Learning Approach: Visual Chat represents a novel method to simulate customer-agent interactions, enabling learners to practice and refine their written communication skills in a controlled, yet realistic environment.
  • AI-Enhanced Simulations: Leveraging AI, the platform allows trainers to create detailed simulations based on specific scenarios or skills, such as empathy or issue resolution, enhancing the relevance and effectiveness of training modules.
  • Structured Learning Path: The session highlighted a structured approach to learning, with simulations categorized into beginner, intermediate, and advanced levels. This ensures a comprehensive learning curve, gradually building confidence and competence in handling customer interactions via chat.
  • Flexibility in Training Scenarios: Visual Chat’s versatility was showcased through its applicability in various training scenarios beyond conventional customer service chats. Examples include teaching email structuring or specific software functionalities, broadening the scope of training possibilities.
  • User-Friendly Content Creation: The platform offers intuitive tools for creating and customizing training simulations, encouraging trainers to develop content tailored to their unique training goals and the learners’ needs. The ability to clone and adjust simulations for different proficiency levels streamlines the content development process.

Explore Visual Chat Through Our Session Video

To see Visual Chat in action and understand its full potential we invite you to watch the video of our session. Witness firsthand how this addition can innovate the way we think about and implement training in the digital age.

Tips and Tricks

Tips and Tricks: The Creation Process

Building upon the foundation laid in Part 1, which explored the use cases and significance of beginner, intermediate, and advanced Syms, this session delves into the intricacies of the creation process. With Jamie Leckband at the helm and Prachi Javani sharing her expertise, we uncover the thoughtful methodology behind designing simulations that not only enhance learning but also adapt to the learner’s evolving capabilities.

Key Takeaways

  • Progressive Learning Design: A structured approach to simulation creation ensures learners can build upon their knowledge gradually, moving from basic to complex scenarios seamlessly.
  • Tailoring to Proficiency Levels: The design process involves subtle adjustments to transform a beginner simulation into intermediate and advanced levels, catering to the learner’s growing competence.
  • Emphasis on Realism: Advanced simulations are crafted to closely mimic real-life scenarios, providing a near-authentic experience that tests the learners’ abilities in realistic settings.
  • Flexibility in Learning: The ability to revisit simpler simulations allows learners to reinforce foundational concepts, ensuring a solid base upon which to tackle more challenging scenarios.
  • Simplicity in Design: Despite the complexity of scenarios, the process of creating different levels of Sims remains straightforward, underscoring the importance of a user-friendly design philosophy.
  • Expert Guidance: Prachi Javani’s walkthrough highlights the meticulous steps involved in the creation process, from initial design to the final touches that differentiate between the levels of simulations.

Watch the Full Session for Comprehensive Insights

To gain a deeper understanding of the creative process behind these transformative training tools, we invite you to watch the full video session. This session is not just a tutorial; it’s an invitation to explore the potential of AI-driven simulations in transforming training methodologies for contact center agents. By bridging the gap between theoretical knowledge and practical application, SymTrain continues to pave the way for innovative learning solutions that promise not just competence, but excellence.

Join us to understand the art and science of creating effective Syms, and empower your training programs with the cutting-edge capabilities of AI simulations.