“The best training investment you can make isn’t a module—it’s a mentor.”
For decades, contact center training has leaned heavily on presentations, modules, and slide decks. They’re scalable, repeatable, and easy to check off. But anyone who’s worked the floor knows: real learning happens shoulder-to-shoulder, not screen-to-screen.
The Multiplier Effect of Mentorship
Pairing new hires with experienced mentors isn’t just a nice-to-have. It accelerates confidence, reduces early attrition, and creates a ripple effect across the organization.
Confidence grows faster: Instead of passively absorbing information, new hires learn by seeing, doing, and getting feedback in real time.
Retention improves: When employees feel supported from day one, they’re more likely to stick through the steep learning curve.
Culture gets stronger: Mentorship transfers not just knowledge, but values, tone, and judgment—things no slide deck can capture.
This isn’t just opinion. The 70:20:10 learning model shows that 70% of workplace learning comes from experience, 20% from peers and mentors, and only 10% from formal training. In other words, mentorship isn’t extra—it’s central.
Where AI Fits In
Some worry that AI will replace human mentorship. That’s the wrong frame. The best training programs use AI to amplify, not replace, the power of social learning.
Practice environments: AI-powered simulations give new hires a safe place to rehearse conversations before they try them live.
Consistent feedback: Automated scoring highlights strengths and gaps, while mentors focus on coaching nuance and judgment.
Scalability: When mentors can rely on AI tools to handle repetitive practice, they can spend more time building relationships and reinforcing culture.
AI makes mentors more effective by handling the “reps,” freeing humans to deliver what only they can: empathy, encouragement, and wisdom.
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Turning Learning Into Loyalty
If you want agents who stay, succeed, and grow, don’t invest in more slide decks. Invest in mentors. Then give those mentors the tools to be even more effective. The combination of human connection and AI support is where training truly changes outcomes—for employees and the customers they serve.
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