Most employee training programs aren’t failing because of a lack of investment or good intentions. They’re failing because they’re disconnected from reality.

In fact, they’re barely happening at all.

According to recent studies, 59% of employees say they’ve never received workplace training at all.

Of those who did get training, 43% found it ineffective.

And nearly 1 in 3 employees were offered no formal training whatsoever.

Let that sink in. In 2025, with all the tools and tech available, most people are either self-taught or stuck in outdated learning programs that don’t help them do their jobs better. It’s no wonder so many companies are struggling with engagement, performance, and retention.

The Case for More Real-World Training

Too often, training is treated as a one-time event. It’s a box to check during onboarding or a required module to complete once a year. But real learning, the kind that drives confidence and performance, doesn’t happen in one sitting. And it doesn’t come from generic material.

It comes from context—training that reflects the actual work employees are expected to do. The kind of training that helps them navigate real-world challenges, practice decision-making, and build muscle memory for the moments that matter.

For customer service teams in particular, this means moving beyond lectures and LMS modules to more immersive, practice-based learning. When training starts to stick is when agents have a chance to engage with realistic scenarios, test their responses, and learn from feedback.

One emerging approach? AI-powered simulations.

Rather than relying solely on passive learning, some organizations are giving agents access to simulated customer interactions. These tools let agents practice difficult conversations in a safe environment, where mistakes become learning opportunities, not costly missteps.

Simulations like these can be tailored to specific roles, industries, and situations. They’re interactive, repeatable, and data-rich, offering insight into both individual progress and team-wide readiness.

It’s not about replacing traditional training altogether. It’s about complementing it with something more practical, more personalized, and more effective.

Making Training Worth Everyone’s Time

If nearly half of employees say their training didn’t help them, we’re facing both a problem and an opportunity.

The problem is clear: much of today’s training just doesn’t work.

The opportunity? Reinvent how we approach it.

That means giving employees more than content. It means giving them context—the chance to build skills through practice, feedback, and real-world relevance.

And it means treating training not as a checkbox, but as an ongoing, evolving part of the employee experience.

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