In essence the customer simulator becomes a ‘final project’ for the customer contact centre learner – bringing together information from blended learning strategies to assess the learner’s understanding of the holistic customer contact experience.

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.