Training the Contact Center of the Future: Mitch Lieberman, Fuel iX at TELUS, Unveils the Agility Loop and AI-Driven Coaching, Podcast

Telecom Reseller / Technology Reseller News

Content provided by Telecom Reseller. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Telecom Reseller or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

19h ago 11:56

MP4•Episode home

“My goal is to make people’s jobs better — and to make them feel better about their jobs,” says Mitch Lieberman, of Fuel iX within TELUS Digital.

At the inaugural vCon conference, Lieberman demonstrated how Fuel iX is pioneering a new way to train and empower contact center agents using real-time simulations, AI-driven coaching, and a continuous feedback loop they call the Contact Center Agility Loop.

Fuel iX is a democratized generative AI platform that enables users to build co-pilot and independent AI solutions. Mitch’s team focuses on applying the technology to real-world contact center challenges — specifically agent performance, training, and customer satisfaction.

From 1% Coverage to 100% Insight

Traditionally, contact center managers reviewed only a tiny fraction of agent-customer conversations — often less than 1% of all interactions. Fuel iX changes that.
By capturing and analyzing every customer interaction, the new Fuel iX Agent Trainer application can create realistic simulations for role-playing, evaluate agent performance in real-time, and provide instant coaching.

“We’re going live on May 1st,” Lieberman announced. “We want to bring new agents to full proficiency faster, with better coaching, and make sure they feel confident and supported from day one.”

During a live demo, Lieberman showed how the system evaluates an agent’s performance after handling a simulated customer complaint — complete with an automatically generated transcript, performance score, and improvement suggestions.

The Contact Center Agility Loop: A Continuous Learning Framework

Lieberman also introduced the Contact Center Agility Loop, a model that frames the before, during, and after of every customer interaction:

Before: Training and upskilling through simulations like the Agent Trainer.
During: Real-time support with an Agent Co-Pilot, offering dynamic knowledge retrieval and smart call guidance.
After: Quality assessment that feeds back into training, ensuring continuous agent development.

“We call it an agility loop because it’s self-learning,” Lieberman explained. “We can detect if a training module needs updating based on actual call performance, creating true operational continuity and growth.”

By tightly integrating coaching, support, and evaluation, TELUS and Fuel iX aim to reduce onboarding time (speed-to-proficiency) and improve agent experience — making better service possible for customers and a better work environment for agents.

Learn More

Visit telusdigital.com for more about TELUS Digital solutions.
Explore fuelix.ai for updates on the Fuel iX platform and the Agent Trainer launch.

#Hashtags for LinkedIn Post:
#ContactCenter #CustomerExperience #AI #AgentTraining #DigitalTransformation #vCon #EnterpriseTechnology #FutureOfWork

55 episodes

#Tech #Business News #News #Tech News #Telecom Reseller