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Our recent Tips and Tricks session focused on the organization and optimization of your SymTrain library. With the increasing number of Syms created for training purposes, keeping your library well-organized is crucial for maximizing efficiency and utility. Below are the key takeaways from the session, along with a link to watch the full session video.

Key Takeaways

• Naming Conventions:
  • Utilize consistent naming conventions for Syms, modules, and training plans.
  • Include identifiers like project names, quarters, or goals in the names.
  • Specify the type of Sym (e.g., audio, visual) and the number of branches in branched Syms.
• Labels:
  • Use labels extensively to categorize Syms, modules, and training plans.
  • Labels can include team names, Sym types, metrics (e.g., empathy), project names, and more.
  • Implement labels for versions, lengths, and specific focus areas (e.g., new hires, compliance).
• Organization Tips:
  • Regularly review and update your Syms, utilizing the created and last modified dates.
  • Archive old Syms to keep your active library uncluttered.
  • Lock Syms when creating a series for specific purposes to prevent unauthorized edits.
• Optimization Strategies:
  • Use Training Plans effectively by naming them clearly and adding comprehensive labels.
  • Assign labels for each aspect of a Sym to facilitate quick searches and easy retrieval.
  • Implement a systematic approach for updating and repurposing Syms.

Watch the Full Session

To have a deeper understanding of these strategies and see practical demonstrations, watch the full session video here:

Our last session was packed with insightful information on how to make the most of the reporting features and the Manager Dashboard in SymTrain. Here’s a summary of the key points discussed to help you utilize these tools more effectively.

Key Takeaways

• Manager Dashboard:
  • Provides at-a-glance insights into team and individual performance.
  • Sort by team or user to see specific Sym activities and scores.
• Training Plan Results Report:
  • Tracks progress and completion of assigned Training Plans.
  • Allows sorting by trainee to monitor individual performance and attempts.
• User Results Report:
  • Offers an overview of total Syms taken, scores, and practice versus test attempts.
  • Highlights abandoned Syms to identify potential issues.
• Sym Results Report:
  • Detailed insights into specific Sym performance.
  • Sort by trainee or team to analyze individual or group results.
• Team Results Report:
  • Tracks team performance and compares different classes or groups.
  • Highlights highest and lowest performers.
• Module Results Report:
  • Analyzes groups of Syms (modules) for comprehensive training assessment.
  • Identifies most and least attempted Syms to understand user preferences or challenges.
• General Reporting Tips:
  • Focus on highs and lows in performance to pinpoint key areas.
  • Use reporting to guide coaching sessions, helping agents improve based on specific feedback.

By leveraging these reporting tools, you can gain valuable insights into your training programs and improve coaching effectiveness to drive better performance across your teams. Be sure to watch the full session video:

In our recent Tips and Tricks session, Dan McCann, CEO, shared exciting SymTrain updates and innovations we’ve accomplished in the first half of the year and what to expect moving forward. Here’s a brief overview of the key takeaways:

Key Takeaways and SymTrain Updates

• Training Plans:
  • Advanced Assignment: Assign simulations or modules to trainees with specific success criteria and deadlines.
  • Pre-Assignment Capabilities: Schedule Training Plans to be delivered at specific times.
• Visual Chat Sims:
  • Enhanced Simulations: Incorporate visual elements and cues to create more engaging chat simulations.
  • AI Help Integration: Access support and feedback within the system through AI-powered assistance.
• Language Expansion:
  • New Languages Added: Hindi, Mandarin, Japanese, Korean, French, Indian, German, and Portuguese are now available for simulations.
• Instant Scorecard Page:
  • Immediate Feedback: Agents receive instant feedback on their performance, including handle time, keyword score, and click score.
• Intelligent Coaching (Phase 1):
  • Data-Driven Coaching: Utilizes call recordings, metadata, and QA performance scorecards to create personalized coaching plans. This innovative product is integrated with solutions like Verint, Five9, and QEval.
  • Automated Coaching Plans: Agents receive tailored coaching plans based on their performance data.
• Future Developments (Phase 2):
  • Enhanced Integration: Expanding partnerships and integrations with platforms like Zendesk and additional languages planned for the second half of the year.
  • Automated Content Creation: Continued development of automating visual simulations and Intelligent Coaching assignments.

Watch the Full Session

To get more details and insights, watch the full session of “Mid-Year SymTrain Updates with Our CEO, Dan McCann” here Don’t miss out on the exciting developments and how they can benefit your team!

Navigational only Syms offer a streamlined approach to training, focusing on guiding users through processes without the need for audio interaction from the trainee. These Syms are particularly useful for directional training, system navigation, and proficiency assessments. Here’s a quick overview of what we covered in our latest Tips and Tricks session:

Key Takeaways

• Versatile Use Cases: Navigational Syms are perfect for onboarding, system training, and upskilling tenured agents. They allow trainees to practice navigating systems without the risk of errors in a live environment.
• Proficiency Testing: Use navigational Syms to accurately assess a candidate’s proficiency in software applications by guiding them through specific tasks, rather than relying on self-assessment scales.
• Onboarding and Training: These Syms are ideal for new hires, helping them get comfortable with company systems and processes quickly and effectively.
• Upskilling and New Processes: Help tenured agents adapt to new systems or processes by providing them with a safe space to practice without affecting live operations.
• Repurposing Existing Syms: Clone and modify your current Syms to create navigational versions, focusing on complex processes that agents frequently struggle with.
• Simple Creation Process: Building a navigational only Sym is straightforward. Create or upload a script, add your screenshots, and define the interactions. Use highlights to guide trainees through each step.
• Scoring Adaptations: To avoid a zero score in navigational Syms, incorporate a keyword interaction at the beginning, or clarify that the click score is the primary measure of performance.

Watch the Full Session

To get a detailed walkthrough and see these tips in action, check out the full session video:

In the last Tips and Tricks we went through the essential steps for a successful start with SymTrain. Whether you’re preparing for your first day of training or looking to streamline your ongoing training processes, this guide has got you covered. Let’s dive in!

Key Takeaways

• Pre-Training Preparation:
  • Add all users to SymTrain easily via bulk upload or individually as an Org Admin.
  • Ensure that the welcome email from SymTrain is whitelisted to avoid it landing in junk mail.
  • Prepare your trainees by setting clear expectations about the tool and its benefits for practicing real-life scenarios in a safe environment.
• Day One Setup:
  • Introduce trainees to their SymTrain dashboard and explain the different components: homepage, assigned sims, and playbacks.
  • Run a simulation for them to demonstrate how it works, highlighting the importance of practicing both in training and test modes.
  • Utilize Training Plans to structure the training process, setting criteria for success and ensuring that all necessary simulations are completed.
• Ongoing Training and Reinforcement:
  • Start each day with a warm-up simulation to reinforce previous learnings and prepare trainees for new material.
  • Use the results report to track trainee progress and identify any issues early on.
  • Emphasize the importance of consistent practice, suggesting short, frequent sessions rather than long, end-of-day practice.
• Post-Training Strategies:
  • Encourage trainees to practice regularly even after formal training ends to maintain and improve their skills.
  • Set expectations for ongoing learning and growth, stressing that consistency in practice is more crucial than the quantity of practice time.

Watch the Full Session

For more detailed insights and practical tips, be sure to watch the full session. Check out the video here:

Creating simulations is always an exciting venture, and our latest Sym Creation session focused on Audio & Visual Sims was no exception! Hosted by Jamie Leckband, the session covered a range of tips and tricks to help you create effective and engaging simulations. Here are the key takeaways:

Key Takeaways

• Naming Conventions:
  • Choose a naming system that makes your Syms easy to find later.
  • Consider using numbers, letters, or specific terms related to the business line and purpose of the Sym.
• Adding Labels:
  • Use labels to further organize your Sym library.
  • Both creators and managers can add labels to Syms at any time for better organization.
• Creating Scripts:
  • Record conversations directly into the system for a quick and realistic script.
  • Upload call recordings, ensuring personal information is redacted.
  • Use AI generation to create scripts from scratch, adding details and emotions for a more realistic simulation.
  • Upload written scripts with pre-defined keywords to save time and ensure accuracy.
• Visual Elements:
  • Take clear screenshots and adjust their size using PowerPoint or directly within SymTrain.
  • Save images in a consistent format and upload them in batches to streamline the process.
• Adding Interactions:
  • Utilize various hotspots like buttons, dropdowns, checkboxes, and text fields for interactive elements.
  • Highlights and coaching tips can provide non-interactive guidance.
  • Name and color-code hotspots to keep track of interactions easily.
• Sequencing and Previewing:
  • Sequence your screens and interactions to tell a cohesive story.
  • Use the preview function to QA your Sym as you build it, ensuring a smooth flow.
  • Publish the Sym after thorough testing and review by a fresh set of eyes.
• Advanced Features:
  • Enable multi-hotspot for simulations requiring simultaneous actions.
  • Use feedback options to provide learners with insights on their performance after completing the simulation.
• Final Steps:
  • Customize and finalize the Sym by toggling script and test modes, activating surveys, and setting sentiment scores.
  • Ensure all elements are in place before publishing.

Watch the Full Session

For deeper insights watch the full session here. Creating engaging and effective simulations is a continuous learning process, and we’re excited to support you every step of the way. Happy symtraining!

In our recent Tips and Tricks session, we talked about the often-overlooked yet highly impactful tool of overview videos. These videos can improve training simulations and overall user experience on the SymTrain platform. Below are the key takeaways from the session.

Key Takeaways

• Introduction to Roles: Overview videos can be used to introduce a role, especially for new hires or employees being promoted. This helps in setting expectations and building excitement about the new position.
• Simulation Introduction: Use overview videos to provide an introduction to the simulation. This helps users understand the purpose and what to expect, reducing the likelihood of abandonment.
• Training Plans Overview: Videos can explain Training Plans, detailing requirements and expectations, which helps users navigate their training more effectively.
• New Hire Orientation: Incorporate overview videos in new hire orientation to cover compliance, security, and other essential information, making the onboarding process smoother.
• Running a Simulation: Create videos that guide users through the process of running a simulation. This can be particularly useful for visual and auditory learners.
• Intro to New Systems: Use tutorial videos for new systems, leveraging existing content from platforms like YouTube to give users a quick overview before they dive into simulations.
• Beginner, Intermediate, and Advanced Levels: Explain the differences between beginner, intermediate, and advanced simulations to help users choose the right level based on their comfort and proficiency.
• Coaching Syms: Overview videos for coaching simulations can help tenured agents understand the purpose and benefits of continued training, easing apprehensions.
• Scoring Expectations: Detailed videos explaining how simulations are scored can help users understand their performance and areas for improvement.

Watch the Full Session

To explore more about how to create and utilize overview videos effectively, watch the full Tips and Tricks session. Stay tuned for more insights and practical tips in our future sessions!

In our last session we provided invaluable insights into leveraging SymTrain to measure and enhance ROI in training and development. Here’s what we learned:

Key Takeaways

• Real-Life Scenarios: The emphasis was on the importance of creating training simulations that reflect real-life challenges agents face, thereby enhancing their performance in actual customer interactions.
• Customization and Flexibility: SymTrain allows for the customization of training materials to meet the specific needs of agents, ensuring effectiveness in addressing performance gaps.
• Advanced Analytics: With SymTrain’s advanced analytics capabilities, organizations can monitor performance improvements and make data-driven decisions to enhance their training programs.
• Engagement and Usage: The platform encourages repeated engagement, making learning enjoyable and more likely to be embraced by agents, which leads to better retention of training content.
• Immediate Application: The session highlighted strategies for integrating SymTrain from day one, emphasizing the platform’s flexibility and its impact on reducing training time.
• Focused Training for Agents: Detailed discussions on how training can be tailored to address specific metrics or deficiencies in agent performance, thus improving overall outcomes.

For anyone interested in deeply understanding the nuances of measuring ROI with training simulations, watching the full session could provide a wealth of knowledge and practical tips. Explore the complete insights and discussions by viewing the video of the session:

In our latest Tips and Tricks session, we talked about Training Plans and how to leverage them for optimal performance. We explored various innovative ways to utilize them, from onboarding new hires to promoting employees, Training Plans can be a game-changer in your organizational training strategy.

Key Takeaways

• Assessment Training Plans:
  • Utilize Training Plans to evaluate candidates’ real-time proficiency without practice modes.
  • Incorporate task-specific simulations to accurately measure skills.
• Promotion Assessments:
  • Design plans to assess readiness for leadership roles, focusing on coaching and analytical skills.
  • Set higher benchmarks for proficiency to maintain high standards.
• Coaching Plans:
  • Integrate short, frequent simulations targeting specific improvement areas.
  • Emphasize consistent practice to build muscle memory and reduce pressure.
• New Hire Onboarding:
  • Introduce Training Plans from day one to familiarize new hires with the system.
  • Gradually increase practice requirements to build confidence and proficiency.
• New Process Training:
  • Create Training Plans for new processes to ensure quick adoption and eliminate old habits.
  • Set high proficiency benchmarks to guarantee understanding and application.

👉 Want to learn more? Watch the full session for an in-depth look at how to get the most out of Training Plans:

In our recent Tips and Tricks session, we explored effective strategies for designing Syms to tackle common challenges in training and development. The focus was on customizing Syms to enhance training efficiency, reduce learning curves, and address specific pain points in customer service roles.

Key Takeaways

• Reducing Training Time: Implementing Syms from day one can significantly decrease overall training time, enhancing early engagement and proficiency.
• Enhancing Soft Skills: Branch Syms are effective for practicing soft skills, such as empathy and objection handling, by presenting agents with various conversational outcomes.
• Improving Average Handle Time: Syms help pinpoint and practice the specific parts of a process that an agent struggles with, thus reducing their average handle time by making their interactions more efficient.
• Targeted Coaching for New Hires and Tenured Agents: Tailored coaching sessions during the 30-, 60-, and 90-days post-training can help new hires adapt more quickly and efficiently. For tenured agents, structured Syms can refresh and enhance their skills, ensuring continued excellence in customer interactions.
• Retention and Attrition: Using Syms for pre-assessment can help determine if candidates are a good fit for the role, potentially reducing attrition rates by setting realistic job expectations upfront.
• Efficient Content Utilization: Repurposing existing content into different types of Syms can cater to varying training needs, from reducing training durations to focusing on specific competency areas.

Watch It Again!

For those looking to go deeper into the nuances of creating effective simulations and see these tips in action, we invite you to watch the full session video and explore the practical applications of these strategies in your training modules.