Smarter Call Center Training: How AI Is Changing the Learning Experience

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What happens when classic instructional design models meet cutting-edge AI tools? In this episode of Powered by Learning, Transcarent's Director of Learning and Development Sheldon Thomas talks about applying the ADDIE model to a modern healthcare call center environment, from multi-stage onboarding to AI-enabled simulations. Learn how his team balances speed, personalization, and strong design to deliver training that actually changes performance.

 

Show Notes: Transcarent's Director of Learning and Development Sheldon Thomas shares how his team uses AI-driven role plays, performance coaching, and thoughtful design to prepare team members for complex member conversations. His key takeaways include:

• Align L&D to business outcomes. Sheldon shares how Transcarent’s learning strategy mirrors the company’s mission to improve member health outcomes—using the ADDIE model to connect learner needs, performance metrics, and measurable impact.
   
• Design a multi-layered onboarding journey. New Performance Development Coaches move through a blended learning experience that combines instructor-led training, self-paced eLearning, performance development coaches, and a “cocooning” phase with supervisors to build both competence and confidence.
   
• Use AI role plays to make practice realistic and scalable. AI-driven simulations on Udemy’s platform allow health guides to practice complex conversations, demonstrate empathy, and navigate systems in a realistic, time-bound environment—without pulling live agents off the phones.
   
• Balance interactivity with meaningful design. While AI tools in Storyline and Rise accelerate development, Sheldon emphasizes that true design goes beyond uploading content—it’s about curating experiences that are both Interactive and genuinely engaging.
   
• Look ahead to real-time, personalized performance support. Sheldon envisions AI delivering just-in-time coaching immediately after calls and targeting specific skill gaps, moving beyond one-size-fits-all training to truly personalized learning in the flow of work.