Last week our CEO Adam Levin sat down with CX influencer extraordinaire, Justin Robbins, to discuss breaking the cycle of outdated training models in the contact center industry. 🎙 For too long, contact center training has been a chaotic cycle—a hamster wheel that spins but rarely advances. Agents are trained just enough to survive, not to thrive, and both trainers and agents end up burnt out. 💡 In their discussion, they explore how AI-driven simulations are finally enabling contact centers to break free from this cycle. Inspired by real-world learning methods in EdTech, we at Reddy have built a solution that transforms training into a dynamic, ongoing journey, empowering agents with real-time feedback and support. 🤖 AI isn’t replacing the human touch in CX; it’s amplifying it. With Reddy’s continuous learning model, agents gain a “24/7 coach” to help them grow every day, in every interaction. This shift doesn’t just prepare them for calls—it builds a workforce ready to tackle complex challenges with confidence. If you're ready to turn CX training from survival mode to success mode, tune in to our conversation and discover how AI can take your contact center to the next level. Check out the full post here: https://lnkd.in/dvijUFQi #CXTraining #AIDrivenSimulations #ContactCenter #CustomerExperience #ContinuousLearning #AIinCX #ReddySolutions #FutureOfWork
Contact center leaders are often stuck in a loop—rushing agents through training just to say they’ve “completed” it. But is this really setting them up for success? In my latest blog post, I dive into a conversation with Adam Levin, Reddy's founder, about a game-changing shift in training. He shares his eye-opening experience from EdTech, where he watched learners scramble to finish courses without actually learning. It’s an issue that’s all too familiar in CX, and it’s time we start asking ourselves some tough questions: 🎙️ "Every single time, it looked exactly the same. How quickly can I scream through this thing to get a badge at the end without gaining any actual skills?" If we want agents to thrive—not just survive—we need a different approach. Reddy’s AI-driven simulations are leading the way by focusing on real, hands-on learning that sticks. It’s about moving from checkbox training to true skill-building, creating agents who feel confident and capable on every call. Curious about what that shift could look like in your organization? Check out the full post here: https://lnkd.in/dvijUFQi #contactcenter #customerservice #training #learninganddevelopment Metric Sherpa
Principal Analyst at Metric Sherpa | CX Strategist | Business Advisor
3wIt was great to chat with Adam and learn about the cool stuff happening there! I was glad to share what I learned during our conversation!