Global Resort Cuts Training Time and Improves CSAT with SymTrain

The Challenge

The resort’s customer service agents struggled to consistently deliver high-quality, emotionally intelligent conversations. Coaching was informal and reactive, and agents lacked structured opportunities to build confidence or receive targeted feedback. Compounding the issue, there was no environment to safely practice system workflows or upsell tactics without risking real customer interactions. Leadership recognized that a more strategic, measurable approach to performance improvement was needed.

To drive meaningful change, the resort needed to:

• Define SMART coaching goals aligned with business outcomes
• Gain Executive Leadership buy-in for a new coaching methodology
• Demonstrate measurable improvements in Customer Satisfaction (CSAT) scores
• Shift agent interactions from transactional exchanges to emotionally resonant, brand-positive conversations

The Solution

SymTrain provided the resort with an AI-powered coaching platform that delivered on-demand, role-based simulations designed to mirror real customer scenarios. The platform enabled agents to practice skills in a risk-free environment, receive automated, objective feedback, and continuously improve their performance through repetition and reinforcement.

Key benefits of the implementation included:

• AI-driven simulations that mimicked the resort’s system interface and guest scenario
• Real-time scoring on soft skills such as Energy, Confidence, and Concentration
• Performance tracking that allowed team leads and managers to monitor progress at both individual and team levels
• A structured coaching loop that included automated feedback, human-led coaching discussions, and SMART goal tracking

The Results

The results were both immediate and far-reaching. Within weeks of deployment:

• Agents reported a strong sense of improvement in their communication skills, especially in sentiment-driven areas like empathy, tone, and confidence
• Sym accuracy scores, a measure of simulation performance, climbed steadily, indicating improved understanding and execution of key behaviors
• Soft skill metrics like Energy, Confidence, and Concentration showed consistent upward trends

From a business KPI standpoint:

• CSAT scores increased, reflecting a noticeable improvement in guest experience quality
• Agents became more adept at upselling in a natural, customer-focused way, contributing to higher revenue per call
• Training time was reduced from 6 weeks to 4 weeks, significantly accelerating time-to-readiness for new hires
• The organization saw a cultural shift from reactive management to proactive coaching, with a clear path to ongoing skill development

By leveraging SymTrain’s AI Coaching platform, the global resort was able to turn an unstructured, inconsistent training environment into a scalable, data-driven coaching model. Agents gained confidence, performance metrics improved across the board, and the guest experience was elevated—turning every customer interaction into an opportunity to build loyalty and drive revenue.