In this Tips & Tricks session, Dan McCann (CEO & Chief Learning Officer) and Prateek Sharma (Implementation Manager) introduced the Connected Coach solution, a powerful way to integrate SymTrain into your broader tech stack. By connecting SymTrain with systems like QA platforms, performance management tools, CCaaS, and LMSs, companies can deliver targeted coaching based on actual performance data. This enables a continuous development cycle, automating role-play delivery, validating progress, and streamlining training across new hires and tenured agents alike.
Key Takeaways
- Turn Performance Data into Actionable Coaching: Automatically deliver the right Sym to the right agent by linking SymTrain with QA scores, call recordings, or performance management insights, ensuring targeted development based on real performance.
- Create a Continuous Coaching Loop: Connected Coach powers a closed feedback cycle: analyze job performance → assign personalized Syms → validate improvement with scores → repeat. This keeps coaching ongoing and measurable.
- Launch SymTrain from Tools Agents Already Use: With API and SSO integrations, agents can access Syms directly from platforms like LMSs, QA tools, and more, no extra logins needed. Completion and score data feed back to dashboards for managers and agents.
- Support Tenured Agents and New Hires Alike: Beyond onboarding, Connected Coach helps upskill experienced agents through refresher training, updates on new promotions, and simulations based on recent performance trends.
- Repurpose Real Scenarios to Build a Smarter Library: Use real call recordings and QA insights to create branched Sym scenarios. Then reuse high-impact simulations across your teams, building a dynamic, searchable training library over time.
- Gamify Learning to Increase Engagement: Clients are turning SymTrain into a game, adding friendly competition, simulation-based challenges, and scenario variety to keep coaching interactive and enjoyable for agents.
- No Integration? No Problem: Without direct API access, you can still upload call recording content manually to SymTrain and still deliver impactful, role-specific simulations. Redaction tools (like ART) help ensure compliance when needed.