Constantly creating great syms that agents will be engaged to, can become a challenging task. In this week’s Tips & Tricks session, our host Jamie Leckband, shared 10 insightful tips to creating better syms. These tips will make your syms more engaging, practical, and aligned with real-world scenarios. By implementing these strategies, learners can improve their performance faster, become more self-reliant, and retain knowledge more effectively.
Key Takeaways:
- Short syms get more repetition and more repetitions means faster and better retention.
- Make it Fun. Fun things get more engagement. SymTrain is fun.
- Use coaching tips often. This personalizes the learning journey and tells learners “Why”.
- Use Audio Random Branched Syms for conversations that could go in many directions. Learners get different paths of conversations at random making them confident and ready.
- Ask the learners what kind of syms they want and need to improve their results.
- Use alternative keywords to give the learner flexibility in what they say to customers. This makes the learner deliver the information more naturally.
- Make your syms conversational. Coach them along just like you would if you were sitting next to them.
- Make syms REAL- give learners the ability to practice different personas- angry-sad-anxious, etc.
- Try out all the different computer voices and choose to voice over sometimes, so the learner feels like they would on real calls.
- Take note of syms that get the most practice and the syms that get the least. Build what gets the most practice.
If you missed something or want to revisit the session, check out the full session video: