Plan requirement
| Subscription | Any plan |
| Access | Admin |
Practice conversations for training new agents. Safe rehearsal before a real customer is involved.
Use it
- Install the app.
- Set up scenarios based on real situations.
- Have new agents work through them.
- Review what they wrote, together.
Why practice matters here
A new agent's first difficult conversation is with a real customer who is already annoyed. Rehearsing that once, safely, is worth more than any amount of reading about tone.
Build scenarios from real tickets
Anonymised, from cases that actually happened. Invented scenarios are tidier than reality and they train people for a situation that does not occur.
The awkward ones are the ones worth building.
The scenarios worth having
- An angry customer with a legitimate complaint.
- A question you cannot answer.
- Somebody asking for something you must refuse.
- A request that needs escalating.
Review it as coaching
The value is in the conversation afterwards, not the exercise. Reading what somebody wrote and discussing it is where the learning happens.
Not an assessment
If practice conversations are scored and recorded against people, they stop being practice. Somebody who cannot get it wrong safely learns nothing.
Use it beyond onboarding
Before a product launch, or after a process change. Existing agents rehearsing an unfamiliar situation is as useful as new agents rehearsing a familiar one.
Comments
0 comments
Article is closed for comments.