DialogCoach is a personal role play system that guides sales and customer service representatives to improve performance. DialogCoach provides training on verbal and software or other task-based skills in a low-risk environment that is extremely realistic, yet does not involve live prospects or customers.

Performance Gains

When it comes to performance, it's not what you know that matters, but what you say and do. There's no shortcut in attaining performance gains. It requires practice, practice, practice.

Most organizations use some form of role play to train, but because of the inherent costs and shortcomings of this method, most representatives practice and learn the hard way: on the job. Inevitably, mistakes are made with real prospects and customers that could have been avoided by providing the same experiences in DialogCoach.

DialogCoach provides simulated job experience in a safe, compressed and consistent manner. DialogCoach allows the learner to rehearse dialogue skills until he/she develops the patterned behavior necessary to be successful on the job. Conceptual knowledge is not presented abstractly, but rather in the context of why it is important to meet the business objectives of the prospect or customer interaction.

"In just one half-day session with DialogCoach, the reps' ability to successfully solve customer scenarios, as evaluated by supervisors, was significantly better than a control group of reps who studied the same content in a classroom setting." (Aventis Pharmaceuticals)

"After using DialogCoach with our top sales groups we experienced a 13% improvement in sales." (Ecolab)

"DialogCoach is an important element in our efforts to expand our sales team's consultative sales skills as we focus on new technical service offerings." (Dell Computer)

Consistency/Conformance

Person-to-person role play activities are always influenced by the personalities, skills and background of the participants. It is just as easy to train bad habits as it is good habits. DialogCoach is an objective mentor that tirelessly trains representatives to handle critical prospect and customer situations with consistent company standards and best practices.

Self-Paced

The classroom model of education dictates that training is delivered to all learners in a fixed amount of time. This completely disregards any differences in the learning abilities of individuals. The result is a curriculum that is usually paced to the lowest common denominator or the slowest learners.

With DialogCoach, the criteria for completion are not based on the length of a class, but on the demonstrated ability of representatives to handle prospect and customer interactions successfully. Because DialogCoach is computer-based, representatives can work with DialogCoach at the office, on the road, or at home.

Demonstrated Mastery - Certification

How do you know your employees are ready for the job? Because they've already proven they can do it in DialogCoach. Since the Certification mode in DialogCoach serves as a test, you know whether your employees are ready to handle prospects or customers before they hit the field or floor. Detailed performance data is available (including the representative's audio) to evaluate their readiness for the job.

Other Benefits

• Field-tested instructional model. DialogCoach is based on a mentored practice approach. Representatives practice in a realistic yet structured learning environment that provides specific feedback strategies based on the representative's progress and demonstrated abilities. These strategies have been field tested and fine-tuned to create a superior learning application.
• Voice recognition. DialogCoach leverages voice recognition to allow students to rehearse their dialogue skills. Unlike other tools in the marketplace, DialogCoach listens to what the representatives say and can evaluate and coach representatives on their ability to articulate key talking points.
• Flexible architecture. DialogCoach is designed to run on a PC platform. The data can be loaded locally, stored on a central server or hosted on a website. The result is a system that provides a simple yet flexible configuration based on the needs of the organization. It also provides a solution that has minimal impact on an organization's IT infrastructure. It does not require additional server hardware or integration with telephone systems. DialogCoach is also SCORM compliant, allowing for integration with other systems, including LMS systems and workforce management systems.
• Content creation and maintenance by nonprogrammers. All of the content is stored externally from the application in a database format. DialogCoach Editors (i.e., wizards) are available that allow training developers with very little programming experience to quickly setup and maintain dialogue scenarios, software system emulations and other learning activities.