contact center training
Our RealPlay™ bot acts as an AI-powered "customer," providingenhanced learning experiences to help improve contact center KPIs.
Leverage artificial intelligence
to accelerate learning
Training new staff, upskilling teams in new products, or supporting seasonal ramps typically costs organisations hundreds of thousands of dollars per year in resource costs and yet, employees still deliver a subpar customer experience.
TTEC's role-playing RealPlay™ Bot leverages the latest Artificial Intelligence (AI) and machine learning technology to simulate real-world customer scenarios so employees learn by completing the job and getting real-time feedback and coaching. The training is completely digital, on-demand and asynchronous, enhancing the learner experience while saving companies time, money and improving customer satisfaction. RealPlay was also named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.
Provide contact centre associates with AI powered, simulated learningscenarios to improve associate confidence and contact centre KPIs.
reduction in contact
Automate learning to drive
real business value
Train employees faster, and at lower costs
Starting a new job with a steep learning curve can be intimidating. Traditional onboarding programs are dry and unengaging, which frustrates new employees before they even start. Our RealPlay™ bot reduces onboarding time and upskills new employees quickly and effectively.
Traditional training methods may not seem so costly in the short term, but they come with ongoing expenses can add up to large amounts of money over time. Our RealPlay™ bot is also easy to implement and launch, and requires minimal upkeep.
Improve employee engagement
Today’s employees are tech savvy and operate at their own pace on their preferred device. Our RealPlay™ bot providing more opportunities to practice as learners self-pace their training, during breaks or at home, so they can be more productive during working hours. Enhance employee engagement through real-time feedback and coaching and use dashboards to promote healthy competition between learners. You can also drive real-world behaviour change using gamification techniques like points, badges, rewards, and status upgrades.
Leverage AI-powered training to recruit, onboard,and encourage continuous professional development.
Contact Centre Trainingin the Age of Automation
Automation is changing not just how customers interact with businesses, but also the role of customer-facing employees and contact centre associates. In this on-demand webinar, find out how to develop employees to be tactical, technical, and emotionally prepared to handle complex customer interactions.Watch On-Demand Webinar See more resources