As the soccer coach gathers the team in the locker room after a loss, they observe that many of their players feel down and disheartened. Rather than reprimanding or criticizing them, the coach takes a different approach.
They begin by acknowledging the team's efforts and hard work throughout the game, expressing their pride in their players for playing with passion and dedication. The coach then offers constructive feedback and guidance on how the team can improve their game.
Encouraging the players to ask questions and offer their own insights, the coach creates a supportive and safe environment where the team feels empowered to learn and grow from their mistakes. By addressing both the emotional and practical aspects of the game, the coach effectively guides their players towards improvement and success.
What is the purpose of this hypothetical?
To show the capabilities of effective coaching. And proper coaching is effective in any field, not just sports.
This includes the contact center space.
With customer and prospect interactions mattering more and more, organizations need more effective ways to develop confident top-performing agents. One way to do this? Coaching. However, the contact center is vast and getting to each agent as well as pinpointing specific customer interactions is a challenge.
That is where AI steps in.
To help develop confident new hires and tenured agents, Startek, a customer experience solutions provider, integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform.
Zenarate AI Coach simulates real customer and prospect conversations and allows agents to practice and develop soft skills, adoption of best practices and ensures adherence to compliance practices. Zenarate AI Coach is essentially the "flight simulator" for customer and prospect engagement. In training, new hire agents and tenured agents are immersed in life-like voice, screen and chat simulations to master any high-impact topics they will face with live customers.
"Zenarate supports the Startek future of work strategy by prioritizing the innovative use of technology to reduce agent effort and enable our teams to deliver world-class CX, whether in brick-and-mortar or remote roles," said Abhinandan Jain, Chief Growth Officer of Startek.
Startek Agent AI utilizes the Zenarate integration to merge three AI-driven tools that aim to improve employee and customer experiences. The AI-powered platform uses flexible training methods for contact center teams worldwide, providing scenario-based training that has been shown to be more effective than traditional learning methods, particularly for younger agents.
Additionally, Startek CX solutions promote empathy through data, technology and human interactions, allowing clients to develop long-lasting, profitable relationships with their customers by bridging the CX gap.
"Agents remain at the core of the customer and prospect experience, often providing the only human connection with a brand," said Brian Tuite, CEO and co-founder of Zenarate. "With AI-based simulation training at the core of agent training and development, Startek delivers proven results and helps agents approach the most complex interactions with confidence and mastery of best practices and soft skills."
The integration between Zenarate and Startek shows their commitment to developing solutions that enable contact center agents to meet the customer experience level that is demanded by customers.
Edited by Alex Passett