{"id":4,"date":"2011-02-15T01:49:37","date_gmt":"2011-02-15T01:49:37","guid":{"rendered":"http:\/\/crmtsolutions.com\/?page_id=4"},"modified":"2015-06-18T22:08:20","modified_gmt":"2015-06-18T22:08:20","slug":"demo","status":"publish","type":"page","link":"http:\/\/crmtsolutions.com\/demo\/","title":{"rendered":"Demo"},"content":{"rendered":"[et_pb_section fullwidth=\"on\" specialty=\"off\"][et_pb_fullwidth_slider admin_label=\"Fullwidth Slider\" show_arrows=\"on\" show_pagination=\"on\" auto=\"off\" parallax=\"off\" parallax_method=\"off\"][et_pb_slide background_color=\"#ff9f23\" alignment=\"center\" background_layout=\"light\" allow_player_pause=\"off\" heading=\"Simulation Demo\" video_url=\"https:\/\/youtu.be\/60EsTcyuaOA\" image_alt=\"customer service training simulation demo\"]\r\n\r\nThis demo provides a generic representation of an actual use case simulation. \u00a0Because of NDA agreements, we can not publicly share the individual use cases developed for the proprietary training environments of our clients. \u00a0Simply note that a solution developed for your organization will model the agent environment present within your facilities. This means it will look and feel like your agent software, encompassing the same call flow processes, subject matter, etc. for each desired use case.\r\n\r\n[\/et_pb_slide][\/et_pb_fullwidth_slider][\/et_pb_section][et_pb_section][et_pb_row][et_pb_column type=\"4_4\"][et_pb_text admin_label=\"Text\" background_layout=\"light\" text_orientation=\"left\"]\r\n\r\n\"\"<\/a> CRMT Solutions takes a different approach to reducing attrition within contact centers and developing stronger agents resistant to the common pitfalls associated with traditional training. We accomplish this with a \u201clearn by doing\u201d approach through simulation training. Our innovative custom training simulations are tailored to look and feel like the software used by your facility by reflecting your subject matter, the environment, the skills, and the procedural knowledge that your agents need to perform at an optimal level. This full immersion approach results in practical experience and is what simulation training is all about.\r\n\r\nIf an agent could utilize the training phase to handle the facility\u2019s most common call types in a controlled and simulated environment, what would the end result be? Actual experience without ever taking a live call. This gives trainees a forward-looking view of what is to be expected of them when their training phase is completed.\r\n\r\nAdditionally, the process provides a safe screening method for employers seeking to identify prospective employees who are easily intimidated or lack the necessary skills required to succeed. It also helps protect the morale of the new agents by lowering the stress level they are not prepared to endure in a live environment for the first time. The goal is to increase productivity, decrease call times, and most importantly, reduce attrition in order to make certain customer service levels are met.\r\n\r\n \r\n

Symphony:\u00a0 The CRMT Solution<\/h3>\r\nThe Symphony suite of\u00a0 interactive customer service training software consists of two modules. An agent training module called Orchestra, and an instructor\u2019s administration module called Conductor.\r\n\r\n \r\n

ORCHESTRA:\u00a0 The Agent Training Module<\/h3>\r\nOrchestra is the player for the use case simulations we develop for each client. Orchestra provides an interactive user experience where the trainee plays the part of a customer service representative in your organization, but in a simulated environment. The simulation contains all of the components of an actual call such as audio responses, data entry points etc. providing a real life experience for the trainee. Orchestra leads the trainee through 5 distinct training modes for each given simulation through which the trainee's active participation progressively increases until the trainee is handling the entire call themselves in the final and last mode of the simulation called Solo. This step by step approach helps ease students into the required multitasking and communication skills required to professionally handle a customer service call for the organization it was developed for. Trainees are guided through each step and mode of the simulation freeing up the administrator of training to focus on where they are needed the most.\r\n

The 5 steps in each simulation are as follows:<\/h4>\r\n1. \u00a0Observe mode.<\/strong> Trainee listens to the caller as well as the appropriate\u00a0responses from the customer service rep while observing the required data entry and\u00a0navigation throughout the call. \u00a0This is the first step to help familiarize the trainee with the flow of\u00a0the call without the pressure to perform any of the functions. \n\n \t
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