DialogCoach

T+D, Sept, 2003 by Dan Michaluk

Reviewed by Dan Michaluk for Training Media Review

Allen Interactions nearly conquers the ultimate challenge in simulated learning with DialogCoach, a virtual mentor for customer contact. It offers a customizable simulation engine that can model many common customer service scenarios.

DialogCoach is the training software, or front end, of Allen's solution. Using a sports metaphor, the learning exercise is divided into two modules: Training Camp and Contact Training.

In Training Camp, reps complete three scenario-based exercises. In two of the exercises, they listen to a customer interaction, analyze it, and then study an expert's analysis. In a third exercise, reps record a response to several call scenarios. Responses are saved in audio files and can be replayed and analyzed by the reps and their managers.

In Contact Training, reps handle a complete customer call. They listen to a customer query and respond by speaking into the microphone. If reps follow the proper script, voice recognition technology activates immediate feedback (a green checkmark), and the call progresses. If not, the call stalls and reps can ask for help.

Contact centers with highly scripted service processes should investigate this tool as a complement to live coaching and call monitoring, as should contact centers with customer relationship management systems. DialogCoach is an excellent tool for helping raps master system tasks.

Contact center trainers have already embraced simulation as a preferred training method. Indeed, there are many simulation-based solutions for contact centers on the market. But the successful use of voice recognition technology in DialogCoach distinguishes it from the pack. Also, Allen's efforts to deliver an inexpensive scenario-building solution are laudable, if not completely realized.

Our only warning: Organizations shouldn't underestimate the implementation effort required to launch this powerful, yet complex, tool.

Dan Michaluk is a former trainer who now practices law in Toronto, Canada; dan.michaluk@cloudbreakcompany.com.