The client, World’s Largest Retail Chain, operate a vast network of stores around the world. To train the contact center, they mostly rely on self-paced and instruction-led training modules. While these modules were effective in delivering fundamental learning, they fell short in imparting new hire graduates with practical exposure through hands-on stimulation for practicing the systems the company uses daily.
There is always a disconnect between classroom learning and real-world job expectations, and due to this conventional model, it is amplified. New hire graduates had difficulty implementing and executing their learnings and knowledge on the job, consequently leading to challenges. This became a critical pain point for the company, compelling them to look out for a training platform that equips employees with immersive knowledge and allows them to experience the system firsthand through stimulation, before entering live operations. After exploring multiple platforms, and after a thorough evaluation, the company selected Assima as the solution, considering its ability to create a realistic simulation while still being easily scalable and affordable.