Good Against Remotes is One Thing featuring Kaspars Kirsis

Despite Han Solo’s skepticism in the 1977 classic, Star Wars, the Marksman-H training remote was used to train Jedi for roughly 900 years. They were quick and unpredictable just like a living opponent. They provided instant performance feedback and they could be used at scale, offering unique but simultaneous training experiences to an entire class of Padawans (Jedi trainees for you non-nerds).

The training remote is the mock call of the contact center world, but as long as contact centers have existed, most mock calls were carried out between two people and getting everyone the practice they needed was incredibly time-consuming. But the emergence of conversational AI allows training classes to execute mock calls, one of the most effective training methods, at scale. Kaspars Kirsis is the Co-Founder and CEO of Ramplit, a company using AI to speed time to proficiency in the contact center by providing automated call simulations.

We discuss:

• Benefits of Mock Calls vs Other Training Techniques
• Challenges of Traditional Mock Calls
• Number of Simulations and Focus Areas
• Agent Performance Evaluation and Feedback
• The Impact of AI in Training and Contact Centers
• The Exciting Opportunities in Agent Assist Solutions

Connect with Kaspars on LinkedIn

Ramplit

Music courtesy of Big Red Horse