Customer experience is now one of the most measurable contributors to business growth, and yet far too many agent training programs still focus on rote scripts and generic onboarding. At SSG, smart agent training is designed for real-world execution, where every customer interaction reflects brand values, emotional intelligence, and problem-solving precision.
As Jenn Dunfee, vice president of global talent development at SSG, puts it: “We train them through practical practice.”
That means agents don’t just review protocols but actively rehearse high-stakes customer scenarios that reflect real conversations.
“We focus on giving them scenarios based on real interactions that we’ve heard or experienced,” she explains. “We allow our agents to have those conversations, and we actually practice through AI, where they get real-time feedback.”
The use of real-time AI feedback is critical. It enables agents to develop empathy, precision, and composure under pressure, all within a safe training environment.
“It allows them to perfect those conversations,” says Dunfee. “It allows them to use their empathy and then get that feedback in real time to go back and adjust their pitches.”
By the time agents go live, they’ve already confronted and refined the tough conversations.
“They can feel comfortable and confident in solving problems and being able to overcome objections,” Dunfee notes.
But that level of readiness also starts long before training begins. According to Mike Duplessis, SSG’s vice president of people and talent acquisition, “We try to hire the individuals where they’re actually not playing the role.”
SSG prioritizes fit over volume. Rather than forcing square pegs into round holes, Duplessis uses targeted assessments to find candidates whose lived experience in hospitality, luxury retail, or other high-touch environments naturally aligns with client expectations.
“It’s incumbent upon me to assess the individual through different types of assessments to figure out where that best fit is,” he says.
That might mean someone who worked in hotels or airlines. Or someone without formal CX experience but with a strong intuitive drive to serve.
“You have individuals who haven’t spent a single day (in a role), but innately it is built in them to be service-oriented,” Duplessis emphasizes.
SSG’s smart agent training is both a refinement of natural ability and a blueprint for brand-aligned performance. It’s connected to hiring, coaching, quality assurance, and long-term growth, not siloed as a standalone activity.
Agents aren’t memorizing lines but rehearsing excellence, and that shows up in every customer interaction.
To learn how training done right can lead to better CX, stronger retention, and long-term brand value, contact SSG today at https://supportservicesgroup.co/contact-sales/
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