Hybrid Work Arrangements are the New Norm
Your team may be working from home, may be in the office, or some combination of both. You need flexible cloud-based tools to enhance your training in this new hybrid work environment. Side-by-side practice sessions, and in-class "role play" exercises simply don't work well when some or all of your team is remote. Our solution delivers meaningful, on-demand customer simulations for all of your trainees regardless of their physical location. As your needs change over time, our platform is already set up to meet those ever-changing needs.
Deployment of New Technology MUST be Simple
Your employees already use some type of phone and some type of browser to perform their jobs. The only tools required for a CustomerSIM solution? You guessed it: a browser and a phone. We take care of all of the technology infrastructure required to deliver customized customer simulations. CustomerSIM leverages state of the art Artificial intelligence, however, you don't really need anything new to enable this technology in your existing environment.
Why Practice on Your Customers?
Many call centers have a limited capability to identify their most valuable customers and route them to their best agents. With employee turnover rates exceeding 25% in most call center environments, new/inexperienced employees are interacting directly with your customers frequently. Preparing new employees to handle a variety of situations is very difficult in today's classroom setting. If every new hire had the opportunity to handle specific call types on demand, how much would your overall performance improve? The top 10 customer inquiries for most call centers represent the vast majority of your workload. Our solution provides the ability to practice specific customer call scenarios in class. Your training team also gains the ability to easily inspect each interaction and provide specific, targeted feedback.