Most companies are still missing the point.

They invest in training. They build slide decks, upload videos, hold meetings. But they don’t see the results they expect. Why? Because most training programs fail to engage.

That’s not just a missed opportunity. It’s a serious business problem.

Training Drives Engagement. Engagement Drives Everything Else.

According to Axonify, 92% of employees say the right kind of training increases their job engagement. That’s nearly everyone. And it makes sense. When people feel prepared, supported, and set up for success, they’re more likely to show up, try harder, and stick around.

Gallup backs it up: Companies that offer effective training to engaged employees are 17% more productive and 21% more profitable.

So what’s the catch?

Only 15% of full-time workers say they feel “highly involved and enthusiastic” about their work.

That’s the real issue. It’s not a lack of training. It’s a lack of training that actually works.

Why Traditional Training Fails to Engage

Most employee training is:

• Passive: Watching videos or listening to lectures doesn’t activate the brain. It disengages it.
• Generic: When training doesn’t reflect the actual work, it feels irrelevant—and people tune out.
• Detached: Real jobs involve pressure, pace, and unpredictability. Most training does not.

In fast-moving, high-turnover environments like contact centers, these gaps are even wider. Agents are expected to perform under pressure, but they’re often trained in slow, sanitized settings. Then companies are surprised when performance and retention suffer.

What Engaging Training Actually Looks Like

Engaging training is experiential. It’s realistic, interactive, and immersive. And it makes people better at their jobs—fast.

That’s where AI-powered training simulators like ServiceSim come in.

These tools don’t just “teach.” They drop agents into lifelike customer interactions, where they have to listen, respond, solve problems, and stay composed. The result is a level of practice that sticks. Because it’s active. Because it feels real.

With tools like ServiceSim, agents:

• Practice in real time, using natural voice-to-voice interaction
• Face the complexity and unpredictability of actual calls
• Learn to stay sharp under pressure before it’s real
• Gain the confidence that only comes from doing, not watching

Close the Gap

Employee engagement is not a nice-to-have. It’s a performance multiplier. And training is one of the most powerful levers you have to influence it.

If your current program isn’t connecting, it’s time to rethink what training should look like—and what it can do.

Better training builds better engagement. And engaged agents build better contact centers.

Want to Try ServiceSim free?
Visit the ServiceSim listing on Microsoft’s Azure Marketplace

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