DialogCoach.DialogCoach, software, 2001, 2-20 hrs. seat time, Allen Al·len , Edgar 1892-1943. American anatomist who is noted for his studies of hormones and for the discovery (1923) of estrogen. Interactions (800-204-2635, www.alleni.com), $130-$500 per person. Allen Interactions has taken a large step towards meeting the ultimate challenge in simulated learning with DialogCoach: a virtual mentor Mentor, in Greek mythology Mentor (mĕn`tər, –tôr'), in Greek mythology, friend of Odysseus and tutor of Telemachus. for customer contact. It offers a customizable simulation engine that can model many common customer service scenarios. Allen's vision is to provide organizations with a tool for creating relevant and timely scenario-based training with zero software development and integration costs. In other words Adv. 1. in other words - otherwise stated; "in other words, we are broke" put differently , an off-the-shelf product with the capability of custom-built software costing many times more. Here's an example of how the vision could unfold unfold - inline . A contact center manager identifies that service representatives are not handling a new promotional campaign well and determines that training is the most appropriate solution. She observes several reps handling calls and drafts a scenario using Allen's Scenario Editor tool. After the scenario is tested, customer reps sit at their desktops or in a training lab and practice. They talk into the computer microphone microphone, device for converting sound into electrical energy, used in radio broadcasting, recording, and sound amplifying systems. Its basic component is a diaphragm that responds to the pressure or particle velocity of sound waves. as if they were speaking on the phone, and they enter data into an emulated software system as if they were sitting at their work terminals. When they make a mistake, they receive immediate feedback. Simulation performance, including audio clips of reps' dialog, is stored in a database for review by the manager. She follows up with individual coaching. In less than a month, reps are handling the promotion effectively, and sell-through rates have doubled. Just imagine ... powerful simulations just in time, with no consultants, no integration teams, and no software developers! Not so fast. Allen launched DialogCoach in the fall of 2001 and has made progress towards achieving this vision. Based on conversations with several Allen representatives, a short interview with a DialogCoach client, and my review of a DialogCoach scenario, I believe Allen is still several steps away from its goal. But research and development is often long and difficult, and even today, Allen has an outstanding offering for simulation-based contact center training. SIMULATION WITH VOICE RECOGNITION 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 an·a·lyze tr.v. an·a·lyzed, an·a·lyz·ing, an·a·lyz·es 1. To examine methodically by separating into parts and studying their interrelations. 2. Chemistry To make a chemical analysis of. 3. 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 computer 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. Additionally, reps must input call data into a software system that looks and behaves like the company's actual system. Again, if reps do not enter data correctly, the call stalls. After the call, the rep can view a performance scoreboard and listen to his or her recorded responses. The Contact Training module has five difficulty levels. Beginners start at the Warm-up warm-up pre-race exercise by a horse. level, which has a number of learning supports (call scripts, call tips, and coaching hints, for example). Each successive level removes a support feature. Reps progressing to the most difficult level, Play-off play·off also play-off n. Sports 1. A final game or series of games played to break a tie. 2. A series of games played to determine a championship. Mode, engage in a realistic call scenario without any supports--a difficult challenge and a true test of learning. DialogCoach is an outstanding tool for teaching spoken call scripts and data input tasks. By starting in Warm-up mode and attempting the call scenario at each successive difficulty level, I was able to learn the script and the data input steps for a change of address scenario in less than 45 minutes. The feedback told me exactly when I was not following the script, and I was able to adjust my performance accordingly. The use of voice recognition technology makes DialogCoach an improvement on existing call center simulations that prompt learners to choose from a list of appropriate possible responses. The experience feels real, which means better transfer to on-the-job performance. Surprisingly, the voice recognition technology rarely made a mistake. Our experience verified ver·i·fy tr.v. ver·i·fied, ver·i·fy·ing, ver·i·fies 1. To prove the truth of by presentation of evidence or testimony; substantiate. 2. Allen's claim of 80% accuracy. In the event of an incorrect evaluation, DialogCoach allows reps to dispute it and move on. THE DOWNSIDE Downside The dollar amount by which the market or a stock has the potential to fall. Notes: You might hear someone say that the downside on stock XYZ is $10. What that means is that the stock could fall by this amount if things got bad. Like all simulations, DialogCoach has its limits. The voice recognition technology evaluates responses by "listening" for key words. Data entry analysis is similarly simplistic sim·plism n. The tendency to oversimplify an issue or a problem by ignoring complexities or complications. [French simplisme, from simple, simple, from Old French; see simple . Therefore, DialogCoach is best for teaching linear interaction scripts and will be less effective in teaching consultative interactions, where there are many possible branches to the dialog. Unfortunately, DialogCoach's powerful learning experience was blemished blem·ish tr.v. blem·ished, blem·ish·ing, blem·ish·es To mar or impair by a flaw. n. An imperfection that mars or impairs; a flaw or defect. by poor production quality. First, DialogCoach has a complex interface that is not supported by adequate on-screen on·screen or on-screen adj. & adv. 1. As shown on a movie, television, or display screen. 2. Within public view; in public. help. The tool used to navigate (1) "Surfing the Web." To move from page to page on the Web. (2) To move through the menu structure in a software application. Contact Training has 15 separate user input buttons, some labeled in text and some with cryptic cryp·tic n. 1. Hidden or concealed. 2. Tending to conceal or camouflage, as the coloring of an animal. graphics. Even advanced computer users will spend too much time learning how to use the interface instead of working on skills. Second, the version of DialogCoach we reviewed had a number of small bugs and crashed completely three times during the test. I spoke with a senior developer at Allen who told me that the code base of the version I tested was not completely finished. PUTTING IT TO WORK DialogCoach is a customizable simulation engine. Purchasers should be prepared to create and manage an implementation plan that includes (1) a needs-driven process for rolling out the software, (2) a process for creating the initial scenarios, and (3) a process for creating scenarios on an ongoing basis. Organizations implementing DialogCoach will have to face a number of important rollout decisions such as: * Will DialogCoach run on client workstations or across a network? * Will it integrate with an LMS (Learning Management System) An information system that administers instructor-led and e-learning courses and keeps track of student progress. Used internally by large enterprises for their employees, an LMS can be used to monitor the effectiveness of the ? (Allen has integrated DialogCoach with standards compliant LMS's.) * How will learner data be captured and shared with managers? In addition to managing the technical rollout, purchasers must create call scenarios. With the Scenario Editor tool, managers and other non-IT staff can author and edit scenarios easily. Authors enter scenarios into databases using the Scenario Editor. Currently, this functionality is limited to simple changes to dialog and data entry scripts. Where new scenarios demand that reps take a different action (dealing with a call hang-up by calling a customer back, for example), some manual programming is required. Allen will soon be offering tools to fully automate To turn a set of manual steps into an operation that goes by itself. See automation. the scenario building scenario building predicting the future by assuming a series of alternative possibilities, as opposed to predicting the future solely on the basis of extrapolated mathematical data. process. The company supports its customers with a full range of implementation services. RECOMMENDATION Contact centers with highly scripted service processes should investigate this tool as a complement to live coaching and call monitoring A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval. . Contact centers with customer relationship management systems should also pay attention. DialogCoach is an excellent tool for helping reps 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 laud·a·ble adj. Healthy; favorable. , if not completely realized. Our only warning: Organizations should not underestimate the implementation effort required to launch this powerful yet complex tool. You must carefully deploy DialogCoach based on a complete consideration of business needs and by developing an effective scenario-building process that includes thorough technical and scenario testing Scenario testing is a software testing activity that uses scenario tests, or simply scenarios, which are based on a hypothetical story to help a person think through a complex problem or system. . Organizations that observe these requirements will take a step towards the achieving the ultimate in contact center training. Dan Michaluk (dan.michaluk@cloudbreakcompany.com) is a former trainer who now practices law in Toronto, Canada. DialogCoach star rating CATEGORY Holds user interest Outstanding Production quality Below average Degree of interactivity Outstanding Quality of interactivity Outstanding Value of content Very good Instructional value Very good Value for the money Good Documentation Above average Overall rating Good |
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