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Persona Training

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Transforming healthcare interactions

Healthcare is personal. Every member, patient, and prospect brings a unique story and set of needs to every interaction. ResultsCX’s Persona Training solution moves beyond generic scripts and scenario-based training. We prepare teams to deliver empathy, clarity, and advocacy at scale, creating real connections that drive satisfaction, loyalty, and business results.

Why persona training matters

Most healthcare contact centers still rely on one-size-fits-all training. This approach leaves agents struggling to connect, resolve issues, or build trust, especially when members face complex choices or vulnerable moments. ResultsCX changes the game with a member-centric, persona-based approach that:
  • Builds emotional connections and trust
  • Simplifies complex healthcare topics for each individual
  • Drives higher satisfaction, loyalty, and conversion rates
  • Reduces attrition and speeds up agent proficiency

Our Five Essential Engagement Habits are at the heart of every training program. We teach agents to make it personal, make it simple, be dependable, show empathy, and give proactive care.

How we do it: Modern training for a modern workforce

Today’s workforce learns differently. Our approach is designed for the storytelling generation, those who thrive on short, interactive, and meaningful learning bursts. We use:

Persona immersion

Introducing agents to real-world personas like Pearl, Maya, and Ronan so they can relate to the true-life journeys and pain points of the people they serve.

Simulation-based learning

Where agents practice with AI-powered simulators and human-like bots, navigating real tools and scenarios before ever taking a live call.

Adaptive learning technology

Including partnerships with leading platforms like Zenerate, to deliver personalized, self-paced learning with real-time feedback and progress dashboards.

Guided and unguided scenarios

Allowing agents to move from structured practice to open-ended, generative AI conversations that adapt to their responses and build confidence.

A continuous feedback loop

With training content and methods updated based on agent performance, client feedback, and evolving member needs.

This approach works for all generations, not just digital natives. Agents of all ages benefit from interactive, hands-on learning that mirrors real-world situations.

Meet Pearl, Maya, and Ronan

Pearl is an elderly member navigating complex benefits after a major life change. Maya and Ronan represent other real-world personas that help agents practice empathy, problem-solving, and advocacy in diverse scenarios.

Consultative selling and advocacy

Our consultative selling approach ensures every conversation is needs-based and solution-oriented. Agents are trained to:
  • Uncover needs and educate members
  • Recommend and solve with tailored solutions
  • Address concerns and differentiate plans
  • Close with confidence and empathy
This is reinforced by daily pulse checks, targeted coaching, and a closed-loop feedback system that drives continuous improvement.

Training re-design & agent re-training

We continually reimagine and refresh our programs to keep pace with evolving technology, member needs, and workforce expectations. Leveraging leading-edge AI and chatbot technology, we introduced Personalized Adaptive Learning (PAL) to customize training to each agent’s learning style and speed.

Transform the curriculum through digitization and gamification, making learning more engaging and effective.

Streamline training administration by automating proficiency assessments for faster, data-driven insights.

Leverage analytics to identify areas for improvement, uncover knowledge gaps, and adjust training methods for continuous performance enhancement.

Pilot new training methodologies across multiple groups and consistently finding that PAL-trained agents outperform those in traditional programs, with higher proficiency, lower attrition, and stronger results.

With continuous feedback and adaptive content, ResultsCX empowers every agent to grow, adapt, and deliver exceptional experiences at every stage of their journey.

What sets ResultsCX persona training apart

Faster speed to proficiency

Our persona-based, simulation-driven training gets agents job-ready faster. For example, after revamping our Medicare curriculum, we reduced training by 20%.

Quality and compliance

With a dedicated CMS Task Force, customized QA forms, and continuous compliance education to ensure every advocate is audit-ready and member-focused.

Personalized coaching

Daily pulse checks, targeted interventions, and a closed-loop feedback system to drive continuous improvement and agent engagement.

Technology-driven training

Including real-time AI coaching, adaptive learning, and simulation-based practice to reduce speed to proficiency and improve retention.

Real-world impact

55,000 total sales generated in a single season

Over 30,000 licenses secured for AEP and OEP

47 percent reduction in team defect rate after enhanced call flow and persona-based training

13 percent increase in member satisfaction and 54 percent fewer escalations

Consistently exceeded quality, service, and abandonment targets

Ready to transform your workforce into true healthcare advocates?

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