Brightspeed: Autonomous
& AI-powered

Content creation autonomy

Driven by the vision of enabling Brightspeed to take charge of their ongoing training needs, we facilitated a seamless transition towards content autonomy. We equipped them with our Creator software, enabling them to embrace their role as creators and dynamically craft training solutions tailored to their organization’s specific requirements. Brightspeed adopted the Creator tool, that set them on a quick path to upskill their agents effectively and continually across customer support, sales, and more.

However, this was only the beginning of the transformative potential of self-directed content creation for Brightspeed.

Game-changer: Introduction of AI Authoring Tools

With the content creation foundation firmly established, we knew Brightspeed would be the perfect candidate to adopt our new self-authoring AI features. We equipped the team with our text-to-voice authoring tool which replaced the need for manually recording material — a historically laborious and resource heavy effort —effectively reducing their previous audio recording process time by 75%.

Brightspeed’s Go to Market Manager, Nancy Tropea shares:

Creating this efficiency now allows for their content creation process to be nimble and scalable, an important feature when working to provide solutions for call centers across the globe.

Why stop at speed?

Speed to content is undoubtedly a benefit. However, beyond speed, we prioritize the quality of the content and the flexibility for creators to modify it. This comprehensive approach amplifies the capabilities of the tools, ultimately leading to the development of the most engaging programs. Creators have options and can work collaboratively with the tools to help steer the direction of the program to be in-line with the vision of the company.

Customer service phone training solutions

Coming in at second after email, the phone is still one of the most popular ways for customers to contact organizations for customer service help. Even though technology has come a long way, how many times do you find yourself thinking, ‘I just want to speak to a human’?

Rising expectations from customers means your customer service is under harsher scrutiny than ever. An effective customer service phone training program can empower your employees to deliver an exceptional experience.

Read more about our customer service phone training solutions.

Amplification by AI

With our AI-powered tools now enhancing their in-house training content creation capabilities, Brightspeed has shown outstanding initiative. Over the past year, they have successfully developed 17 training programs — with the last seven months of development benefitting from AI assistance, further increasing their efficiency. The programs they created played a pivotal role in closing the identified knowledge gap among agents, with first scores across trainings soaring from an average of 48% to an impressive 92%.

Notably, a two-week post-training assessment of Overcoming Customer Objections training demonstrated significant improvements in the efficacy of sales agents. Projections based on this improvement suggest that, if sustained over a 12-month period, it could result in increased revenue well into the six figures. Not to mention, agent surveys indicated these game-based solutions were engaging and effective—scoring a resounding positivity rating of 94% across multiple solutions.

The future is bright

The impact of our collaboration extended far beyond numerical metrics. The client's proactive approach to training creation, coupled with our innovative solutions, resulted in a remarkable transformation of their call center operations. And it doesn’t stop there.