Authentic Coaching Environment (ACE) is a call simulator for contact center agents. Traditional role-playing is costly and hard to manage. Through simulated learning, agents practice good habits and increase the quality and performance of their calls, including managing delicate or unpleasant situations; being helpful, polite, empathetic and understanding; and up-selling an cross-selling.
Train agents to handle every scenario like an expert
A trainee assesses and observes the correct way to handle a call. The simulator shows the best approach for handling each scenario.
A trainee reacts and responds to automated navigation. This allows the trainee to focus on the verbal interactions.
A trainee listens and performs data entry and aspires to a high standard of accuracy.
A trainee compiles all of the components they’ve learned to successfully complete a call.