Tips and Tricks Session: Mid-Year SymTrain Updates with Dan McCann

In our recent Tips and Tricks session, Dan McCann, CEO, shared exciting SymTrain updates and innovations we've accomplished in the first half of the year and what to expect moving forward. Here’s a brief overview of the key takeaways:

Key Takeaways and SymTrain Updates

• Training Plans:
  • Advanced Assignment: Assign simulations or modules to trainees with specific success criteria and deadlines.
  • Pre-Assignment Capabilities: Schedule Training Plans to be delivered at specific times.

• Visual Chat Sims:
  • Enhanced Simulations: Incorporate visual elements and cues to create more engaging chat simulations.
  • AI Help Integration: Access support and feedback within the system through AI-powered assistance.

• Language Expansion:
  • New Languages Added: Hindi, Mandarin, Japanese, Korean, French, Indian, German, and Portuguese are now available for simulations.

• Instant Scorecard Page:
  • Immediate Feedback: Agents receive instant feedback on their performance, including handle time, keyword score, and click score.

• Intelligent Coaching (Phase 1):
  • Data-Driven Coaching: Utilizes call recordings, metadata, and QA performance scorecards to create personalized coaching plans. This innovative product is integrated with solutions like Verint, Five9, and QEval.
  • Automated Coaching Plans: Agents receive tailored coaching plans based on their performance data.

• Future Developments (Phase 2):
  • Enhanced Integration: Expanding partnerships and integrations with platforms like Zendesk and additional languages planned for the second half of the year.
  • Automated Content Creation: Continued development of automating visual simulations and Intelligent Coaching assignments.

Watch the Full Session

To get more details and insights, watch the full session of "Mid-Year SymTrain Updates with Our CEO, Dan McCann" here Don’t miss out on the exciting developments and how they can benefit your team!