Resources
The Support Lab
Blueprint
February, 2025
The Ultimate Customer Support Training Blueprint
Discover the essential steps to create an efficient and scalable customer support training program. This blueprint covers onboarding, skill development, and continuous improvement strategies.
Maturity Model
March, 2025
The Customer Support Training Maturity Model
Assess and improve your training programs with our CX Training Maturity Model. Identify where your team stands and what steps to take to reach world-class performance.
Scenario Library
March, 2025
The Ultimate Scenario Library for Support Training
Browse Smart Role’s ready-to-use Scenario Library designed for customer support excellence. Accelerate onboarding and continuous training with industry-specific simulations.
Tool
April, 2025
Scenario AI: Instantly Generate Customer Support Training Simulations
Introducing Scenario AI — a beta tool to create realistic training simulations from just a job title, product docs, and past conversations. Make training faster, smarter, and more scalable.
Cheat Sheet
May, 2025
CX Training Retention Cheat Sheet: Reinforce Skills That Stick
Training isn’t one-and-done. This cheat sheet gives you a science-backed reinforcement schedule to help agents retain what they learn — based on the Forgetting Curve, real-world coaching tactics, and a 4-week rhythm to boost performance over time.
“Success in customer service is 10% knowledge and 90% how you apply it in real situations.”
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