You can train your agents on your knowledge base, your process, and your entire system, but how do you train them to actually handle a call? Do you just send them into the queue with your fingers crossed? Heck no! We're joined with the Brohawk himself, Mark Brody as we explore why simulated customer interactions can help sharpen those ever-important soft skills agents need.

[3:11 - 4:28] The number one reason why call simulations matter is because the mock calls that you do in training are just not good enough. We need to be able to simulate what the environment is going to be like when we don’t have training wheels on. 

[9:52 - 11:38] One of the biggest shortcomings of mock calls is the inability to build empathy. The mock calls are very focused on how calls can be managed from a green path, but call simulations focus on coming to the right resolution for that customer. 

[15:24 - 17:39] The importance of having an agent at the point of resolution so that the customer can have confidence in your brand's ability to resolve the customer's conflict is much more impactful than what any AI can accomplish. 

[21:00 - 22:56] Knowledge makes all the difference in a contact center. Your agent’s knowledge is only as good and accurate as their knowledge base is. So companies need to focus on knowledge alignment to develop the most experienced agents. 

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