A computer-based method interactively trains call center personnel using at least
one call scenario involving simulated customer interactions. The call scenario
includes multiple dialog segments, each of which includes a preprogrammed customer
portion and at least one keyword. The dialog segments are sequentially executed
by providing the customer portion to a trainee terminal and receiving a trainee
response. It is determined whether the trainee response includes the keyword corresponding
to each dialog segment. The keyword may be replaced with an updated keyword, and
the trainee response to the customer portion is compared to the updated keyword.
When each dialog segment has been sequentially executed, a summary of the trainee's
performance with respect to the call scenario is displayed on a graphical user
interface, including the number of trainee responses that included the at least
one keyword corresponding to each dialog segment.
