Static means unchanging and static Contact Center software simulations use canned customer calls or strictly scripted lessons to train call center representatives. The trainee is expected to 'play along' with the script. The Contact Center Agent is scored and graded by completing this static scenario, and no interaction occurs between the trainee and the simulated 'customer.' These static simulations can provide no qualitative feedback to the Contact Center Agent during or after the simulation.

A dynamic simulation, in contrast, adapts to changes during the session. To closely mimic as much as possible a live coaching session, a dynamic software simulation system must actually 'hear' what the trainee is saying and respond accordingly with suggestions. In addition, a dynamic system will 'steer' the trainee along the optimal, best practices path during the simulation, rather than routinely play itself out. Finally, the system must track trainee progress throughout the session-at key junctures-for meaningful evaluation to occur.