ibex , a global leader in business process outsourcing (BPO) and end-to-end customer engagement technology solutions, announced enhancements to ibex Training Simulator, a virtual solution designed to accelerate agent learning, create best-in-class customer experiences, and enhance customer satisfaction across digital and traditional communication channels.
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ibex Training Simulator pairs the company’s BPO 2.0 technology expertise with its industry-leading global training operations to quickly ramp agent proficiency, while enabling its customers to enhance and digitally transform their customer experience. The solution creates a level of preparedness and empowerment that not only enhances customer engagement, but also:
Reduces time to proficiency: Training simulator’s speed to green can achieve a 50 percent reduction in training and proficiency ramping.
Meets and exceeds KPIs: Increased agent knowledge and empowerment built through ibex Training Simulator accelerates achievement of CSAT and performance goals.
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Ensures predictability: Mitigate business risk, while protecting and enhancing brand reputation.
The ibex progressive learning approach uses scenario-based learning. These simulations are guided by three key steps designed to recreate real-life situations for agents, then guides them through decision options and subsequent results. The knowledge gained provides agents with real-world, hands-on experience without real-world consequences.
“The Covid-19 era has dramatically accelerated the need for companies to adapt to a new digital world where their customers dictate how and where they would like to engage,” said Jim Ferrato, CIO, ibex. “In order to succeed in this environment, front line agents need to be well trained and versed in how to best communicate with customers and create more personalized and engaging experiences. ibex Training Simulator helps agents master common scenarios and build critical expertise, then utilize that knowledge in the real world to help deliver a world-class customer experience.”
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