| 摘要 |
A training simulation method and system for training operational service uni ts such as call centre or customer service centres personnel are provided, including providing a simulated scenario to personnel, the scenario progressing in scenario time and the scenario including a plurality of simulated events provided in a predetermined sequence in real time at predetermined scenario times within the scenario, and receiving responses to the events from personnel. The system can simulate scenarios, which unfold t o personnel in real time, and the responses of the personnel can be received i n real time, so adding to the realism of the simulation being provided. The personnel responses can be marked and assessed to give a competency rating f or their responses.
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