The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me today to talk about agent turnover and attrition and how much of that is driven by the level of training, preparation and support that agents receive and how they are leveraging AI and simulation training to help solve this perennial problem and improve outcomes for both customers and employees. This interview follows on from my recent interview – The crucial role of constant storytelling and change management in our transformation – Interview with Nadia Ness of Ikea – and is number 462 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.