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Skill-Focused Training: Beyond Memorization to Mastery

Immersive learning experiences, virtual reality, and AI-based training scenarios are helping associates develop and refine their skills through a three-step approach: Learn It, Try It, Do It.


As in every industry, those working in the training industry are experiencing a paradigm shift, with new training methods being driven by artificial intelligence (AI). For global training leaders, AI-driven training offers new opportunities to transcend the traditional approach of memorization-heavy learning to embrace skill development as its cornerstone.

Modern trainees benefit from a similar approach as professional athletes, who hone their skills through rigorous practice. The emphasis is not on classroom-style learning and inundating them with information to memorize but on opportunities for hands-on practice and repetition.

You’ve likely heard of the famous “10,000-hour rule,” popularized by Malcolm Gladwell, which states that mastery in many fields requires approximately 10,000 hours of practice. While not all professions and roles require such a time investment, Gladwell underscores the profound impact of practice on skill development.

How AI Transforms the Skills Learning Journey

The emerging emphasis on skill development lies in new training approaches that leverage the power of immersive learning experiences, virtual reality, and AI-based training scenarios. These leading-edge methods help associates develop and refine their skills through a three-step, more engaging approach.

  • Learn It: Using AI to focus on high-impact skills enables employees to review life-like scenarios as part of the learning process. They can listen to and observe best practice examples before practicing in a stress-free environment.
  • Try It: After seeing the best practice, employees role-play with the benefit of a guide, practicing life-like scenarios before attempting it on their own. They are guided and coached through various scenarios to learn the unique skills and requirements of the task. Once they feel comfortable, they can move on to try it without the guidance.
  • Do It: In unguided role-play, associates attempt the scenario while receiving real-time coaching when they miss a best or required practice. It allows for the development of essential skills through practical experience and immediate feedback. They can practice the scenario as much as needed to confidently succeed before ever meeting with a live customer.

Overcoming the Inertia of the Status Quo

Looking across the range of immersive learning approaches, one of the biggest challenges I see is overcoming the age-old mindset of “doing nothing” and standing pat with the status quo. Change is always difficult, but acknowledging it and being open is the first step toward embracing innovation and unlocking its potential.

When considering new training methods, it’s important to take the time to determine the right approach based on the needs of your teams and the organization, including the compatibility of training methodologies with your current processes and software systems.

Addressing Soft Skills

Newer skill-building methods extend beyond proficiency and mastery to more nuanced skills such as active listening and empathy. We now operate in a customer-centric dynamic, and the demand for improved soft skills has never been more critical. With AI skill-based training, trainers can help their teams authentically connect with customers by catching missed opportunities and providing real-time guidance to “try again” to correct the issue. Through advanced Natural Language Understanding and soft skill parameters set in advance, forging meaningful customer relationships and better problem-solving capabilities is possible, leading to improved customer loyalty and retention.

Operational Efficiency and Cost Savings

Operational efficiency and cost savings are other benefits that add value to AI-powered skills development. AI-based training can significantly optimize your resources and benefit your organization’s bottom line. Leveraging the advantages of software-as-a-service (SaaS), today’s modern skills development solutions help reduce the need for in-person training and lower expenses related to physical training facilities and travel costs. In addition, it minimizes the time your new hires and tenured associates are away from work.

Accommodating the Hybrid and Distributed Workforce

AI-based skills development methods also are suited for training a hybrid and distributed workforce, as location is no longer a factor because associates can train when and where they want. You now can accommodate all work arrangements by eliminating geographical hurdles and meeting the needs of the new dynamics of today’s distributed environments.

The Shift Toward a Skills-Based Approach

Moving forward, we’ll see the continued shift from a traditional “training” mindset to a more holistic “skills-based” development approach made available by the AI-based methods listed above. Expect a continued emphasis on a more personalized learning experience that caters to individual skill development and aligns with more exact requirements.

Embracing new methodologies and prioritizing skill development presents the opportunity to reap many benefits that will serve the business and the people who make it successful.

Read Original Article Here.


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Related Resources

Join Allison Sadler, the Chief Learning Officer of USAA, and Casey Denby, VP and former training leader, to learn more about the methodologies and underlying principles of AI Simulation Training and tips for implementing the best onboarding and training program for your contact center.
Download this white paper to learn how retail customer service agents can better deliver on business values through immersive learning and AI simulation training. In this white paper we’ll look at the evolving challenges and how to best address the shifting dynamics of customer behavior. Last, we’ll share insights into the role of more engaging and immersive training in developing top-performing agents and the benefits of these new methods.
With new advances in AI technology, contact center leaders are changing the way they look at contact center training software and embracing the most impactful training approaches for customer service agents – AI Simulation Training. We know you’re busy and there’s a lot to digest when it comes to AI, so we created this guide on how to train high performing teams through AI powered skill-based learning.
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