Podcast ¦ Next In Queue: Good Against Remotes is One Thing

In this episode of the Next in Queue podcast, the host discusses the benefits of AI-enabled mock calls in contact centers with Casper Kursus, the co-founder and CEO of Ramp. They talk about how mock calls, or roleplays, provide valuable practice time for agents to develop their skills and improve their performance. They also discuss the challenges of traditional mock calls, such as scalability and biases, and how AI can overcome these challenges. Kaspar shares how agents feel more comfortable roleplaying with AI and how AI can provide instant feedback on agent performance. The conversation highlights the exciting opportunities that AI brings to agent training and development in the contact center industry.

Key Points:

• Mimicking a real customer conversation, mock calls provide valuable practice time for agents to improve their skills and develop soft skills.
• Traditional mock calls have challenges in terms of scalability, biases, and the limited time for active participation.
• AI-enabled mock calls offer a safe environment where agents can practice without fear of judgment and receive instant feedback on their performance.
• Agents prefer roleplaying with AI due to the lack of awkwardness and judgment that can come with roleplaying with managers or peers.
• AI can be trained to carry out different types of mock calls on a high level, offering consistent and unbiased training experiences.
• AI-enabled mock calls can be scaled to accommodate a large number of agents, improving efficiency and reducing costs compared to traditional methods.
• AI can help agents learn about products more effectively and navigate different customer situations, enhancing their overall performance.
• The combination of AI and mock calls accelerates the learning process and allows agents to gain proficiency faster.
• AI provides immediate feedback on agent performance, helping them identify areas for improvement and track their progress over time.
• AI offers exciting opportunities in agent training and development, contributing to the continuous improvement of customer experiences.

Key Statistics:

• No specific statistics are mentioned in the podcast.

Key Takeaways:

• Mock calls, also known as roleplays, provide valuable practice time for agents to improve their skills and develop soft skills in customer interactions.
• Traditional mock calls have scalability and bias challenges that make it difficult to provide effective training for large groups of agents.
• AI-enabled mock calls offer a safe and comfortable environment for agents to practice without fear of judgment and receive instant feedback on their performance.
• AI can be trained to carry out different types of mock calls, providing consistent and unbiased training experiences for agents.
• AI-enabled mock calls can be scaled to accommodate a large number of agents, improving efficiency and reducing costs compared to traditional methods.
• AI helps agents learn about products more effectively and navigate different customer situations, enhancing their overall performance.
• AI provides immediate feedback on agent performance, helping them identify areas for improvement and track their progress over time.
• AI offers exciting opportunities in agent training and development, contributing to the continuous improvement of customer experiences in contact centers.