ibex Advances its Virtual Training Solution to Drive Superior Customer Engagement
June 09 2021 - 8:00AM
ibex (NASDAQ: IBEX), a global leader in business process
outsourcing (BPO) and end-to-end customer engagement technology
solutions, today announced enhancements to ibex Training Simulator,
a virtual solution designed to accelerate agent learning, create
best-in-class customer experiences, and enhance customer
satisfaction across digital and traditional communication channels.
ibex Training Simulator pairs the company’s BPO 2.0 technology
expertise with its industry-leading global training operations to
quickly ramp agent proficiency, while enabling its customers to
enhance and digitally transform their customer experience. The
solution creates a level of preparedness and empowerment that not
only enhances customer engagement, but also:
- Reduces time to proficiency: Training
simulator’s speed to green can achieve a 50 percent reduction in
training and proficiency ramping.
- Meets and exceeds KPIs: Increased agent
knowledge and empowerment built through ibex Training Simulator
accelerates achievement of CSAT and performance goals.
- Ensures predictability: Mitigate business
risk, while protecting and enhancing brand reputation.
The ibex progressive learning approach uses scenario-based
learning. These simulations are guided by three key steps designed
to recreate real-life situations for agents, then guides them
through decision options and subsequent results. The knowledge
gained provides agents with real-world, hands-on experience without
real-world consequences.
“The Covid-19 era has dramatically accelerated the need for
companies to adapt to a new digital world where their customers
dictate how and where they would like to engage,” said Jim Ferrato,
CIO, ibex. “In order to succeed in this environment, front line
agents need to be well trained and versed in how to best
communicate with customers and create more personalized and
engaging experiences. ibex Training Simulator helps agents master
common scenarios and build critical expertise, then utilize that
knowledge in the real world to help deliver a world-class customer
experience.”
ibex Training Simulator is part of the Wave X technology
platform, a dedicated technology hub that drives optimal customer
interactions, contact center performance and digitally transformed
customer experiences through an end-to-end set of capabilities.
About ibexibex delivers innovative business
process outsourcing (BPO), smart digital marketing, online
acquisition technology, and end-to-end customer engagement
solutions to help companies acquire, engage, and retain valuable
customers. Today, ibex operates a global contact center of scale
consisting of 31 operations facilities around the world, while
deploying next-generation technology to drive superior customer
experiences for many of the world’s leading companies across
retail, e-commerce, healthcare, fintech, utilities and
logistics.
ibex leverages its diverse global team of over 24,000 employees
together with industry-leading technology, including its Wave X
technology platform, to manage nearly 200 million critical customer
interactions, adding over $2.2B in lifetime customer revenue each
year and driving a truly differentiated customer experience. To
learn more, visit our website at ibex.co and connect with us on
LinkedIn, Facebook and Twitter.
Media and Investor Contact: Brad Jonesibex +1
(720) 643-8731brad.jones@ibex.co
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