Practice-based Learning

Give every associate a safe place to practice difficult customer conversations as many times as it takes—then use live performance data to focus practice on the skills that matter most.

Nobody learns to land a plane on a plane.

‍Pilots, surgeons and athletes have never learned any other way. You rehearse the thing until it's familiar, then you do it for real. What made that impossible for a contact center was cost. A simulator per pilot works. A trainer playing an angry customer for every new hire, thirty times each, does not. 

Zenarate removes the cost. As the original AI Coach, we pioneered AI role play to close that gap, and we've delivered more AI simulations than anyone. An associate runs the same difficult conversation as many times as it takes, with a customer who responds to what they actually say rather than following a branch somebody wrote. Nobody has to sit in the room. 

What comes back is a rating on the specific behaviors that matter, against your standard. And because coaching is tied to your live KPIs, the practice aims at the skill that's actually costing you something rather than the one on this quarter's curriculum. 

Practice builds the muscle. Your KPIs decide which one to strengthen.