You build a customer simulator where learners are able to practice these skills in a safe learning environment. To manage limited training times in call centres and branches, each learning module focused on a single call with varying numbers of short customer interaction segments.

The look of the simulator could be described as a digital dashboard. At the click of a mouse, staff could bring listening skills, critical thinking or action to the forefront of their screen. After listening to the customer, learners use a clickable mind map to drill down to information that the customer needs.