Long ramp times, inconsistent coaching and anxious new hires are symptoms of the same problem: most contact centre training still teaches theory, not performance.

In this on-demand session, Erin Walker and Brian Acker from TELUS Digital explain what changes when practice becomes dynamic, private and repeatable. You’ll also hear how simulation can support sensitive use cases like compliance verification, while helping agents avoid “process-first” responses that escalate real-world calls.

What you’ll learn

• Why “confidence is built through experience, not theory” and how to operationalise that in training
• How AI simulations respond dynamically to what agents say, rather than following a fixed script
• What “instant, rubric-based feedback” looks like across tone, structure, policy and resolution quality
• How to use targeted practice to focus time where each agent needs it most
• Where human coaching fits as AI handles repetitive foundations and coaches focus on judgment, motivation and career development

Watch the full session and take away a clear, practical model for modernising agent readiness:

Practice at scale + feedback in the moment + human coaching for high-value development.