ElevenLabs — How Telus made contact center training 25%

Fuel iX, in collaboration with ElevenLabs, has introduced Agent Trainer, an AI-driven tool designed to enhance the training of contact center agents by significantly reducing onboarding time and improving skill acquisition. This innovative solution addresses traditional training challenges such as slow ramp-up times and high attrition rates by utilizing lifelike voice and chat simulations powered by ElevenLabs' Conversational AI. These simulations provide realistic, scalable practice scenarios that help agents develop confidence and competency in handling complex customer interactions. The platform supports multilingual scenarios and provides training teams with actionable insights through detailed performance reports. By offering immersive, natural voice interactions, Agent Trainer not only accelerates learning but also improves overall customer experience, agent retention, and operational efficiency, allowing human trainers to focus more on coaching and performance development.

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