Employee Experience

What We Do

We use a blended contact center training approach that combines AI-powered and live learning programs that improve speed-to-proficiency by up to 75% and employee NPS by as much as 18 points.

Employee Experience (EX)

Hiring, Onboarding, Training

Finding and onboarding high-performing employees is both an art and a science. It requires the ability to quickly source candidates who will be the right fit and then onboarding them with the tools and knowledge they need to be successful. Our contact center training approach is a holistic program that includes an immersive environment where contact center associates can practice the skills they’ll need, and managers can review detailed performance reporting to provide real-time coaching.

Award-winning training starts here →Learn more→

AI-Powered Training

Today's employees are tech-savvy and operate at their own pace on their preferred device. Our award-winning RealPlay™ bot enables learning anytime and anywhere. Our platform provides more opportunities to practice as learners self-pace their training, during breaks, or at home to be more productive during working hours.

AI-powered training optimization →Learn more→

AI-Powered Associate Assist

What if you could listen to every interaction and provide real-time coaching for every associate interacting with your customers? With our Associate Assist technology, you can. Associate Assist "listens" to customers, and associates interact on a call, and based on what's asked, displays appropriate responses on-screen – in the exact moment a question is asked.

Empower associates with AI →Learn more→

Managed Learning Services

Our digital managed learning solutions provide personalized and engaging on-demand training activities that gives employees what they need to do their jobs effectively. Our proven and certified managed learning content is ready to be delivered anywhere, anytime, from bite-sized, gamified digital modules to interactive, facilitated sessions.

Engaging learning journeys →Learn more→

Digital Learning Course Catalogue

We design digital courses that support employee development and engagement goals. The digital content embedded in each of our learning series is modular, engaging, immersive, and captivating. With over 200 courses across contact center training, technology, professional, and management topics, our courses provide an effective training and learning opportunity for you and your team.

View the course catalogue →Learn more→

Knowledge Management

When it comes to helping customers, having the correct information at your fingertips makes it easy. Our comprehensive approach begins with understanding your knowledge database's current state, optimizing the content, designing actionable analytics, and then building gamification to make it fun and easy for your frontline teams to use.

Know your customers better →Learn more→

WFI, WFO, WFM

Our Workforce Intelligence (WFI), Workforce Optimization (WFO), and Workforce Management (WFM) solutions help you make better business decisions, increase productivity and improve service level via staffing, coaching, and performance solutions. With almost four decades managing front line teams, we've assembled a unified and mature WFO suite with unmatched functionality.

Improve productivity and service levels →Learn more→