How mature is your CX training strategy?

Maturity Score

🔴 No formal training—new hires shadow peers and learn on the fly.

🟠 A basic checklist or slide deck, mostly tool-focused and rarely updated.

🟡 Role-specific training tied to competencies and workflows.

🟢 Training aligns with business goals like CSAT and resolution time.

🔵 Scenario-based, adaptive training with real-time feedback and AI support.

How structured and effective is your training program?

🔴 No onboarding—agents figure it out over time.

🟠 One-size-fits-all onboarding that checks boxes.

🟡 Clear milestones and time-bound ramp-up with some coaching.

🟢 Personalized onboarding tied to key performance indicators.

🔵 Interactive simulations + coaching reduce ramp-up time by 30–50%.

How do you train and ramp up new agents?

🔴 Info lives in Notion, Slack, or scattered docs—hard to find and trust.

🟠 A central KB exists but it’s clunky, outdated, or underused.

🟡 KB is maintained and tracked; agents are trained to use it.

🟢 Knowledge is embedded into workflows with feedback loops.

🔵 AI connects knowledge to training and identifies content gaps automatically.

How do agents access and apply internal knowledge?


🔴 Feedback is ad-hoc—mainly when things go wrong.

🟠 Occasional QA reviews with basic 1:1s focused on compliance.

🟡 Coaching is regular, data-informed, and focused on soft skills + accuracy.

🟢 QA, sentiment, and business data power proactive coaching sessions.

🔵 AI delivers real-time feedback on mock and live conversations.

How do you support agent performance beyond onboarding?


🔴 No tools—training tracked via spreadsheets or docs.

🟠 Some LMS or portals used, but not integrated with support tools.

🟡 Training, ticketing, and QA tools are partially connected.

🟢 Automation helps with tracking, coaching, and ramp-up.

🔵 AI powers scenario-based training with AI insights and full integration.

How integrated and automated is your training setup?


🔴 No real metrics—success = agent survives onboarding.

🟠 Track time to complete onboarding, CSAT, and QA scores.

🟡 Include ramp-up speed, resolution time, and skill tracking.

🟢 Link training to business goals like retention and deflection.

🔵 AI measures skill mastery, autonomy score, and training ROI.

How mature is your CX training strategy?

📚 Training Strategy

How structured and effective is your training program?

🚀 Onboarding & Ramp-Up

How do you train and ramp up new agents?

📖 Knowledge Usage

How do agents access and apply internal knowledge?

🎧 Coaching & Feedback

How do you support agent performance beyond onboarding?

🛠️ Tech Stack & Automation

How integrated and automated is your training setup?

📊 Performance Metrics

How do you measure the success and impact of training?

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