In today’s customer service landscape, training and development are undergoing a radical transformation. As organizations continue to adopt advanced technologies like real-time agent assist and AI-driven quality management tools, one critical element is often overlooked: foundational, skill-based training. In this interview, Sheri Greenhaus, Managing Partner of CrmXchange, sits down with David Lawson, Co-Founder and CEO of Call Simulator, to discuss the shifting dynamics of contact center training and the growing role of simulation in preparing agents for real-world scenarios.
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