News TrueCX Opens AI Agent Validation Beta: Independent Testing for the AI Handling Your Customer Conversations
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Lonnie Johnston
CEO at TrueCX
I’ve spent 20+ years helping call centers turn agent performance into their competitive edge — from building global customer success orgs at NICE to scaling revenue at Balto. Along the way, I’ve led sales, marketing, support, and customer success teams that move fast and deliver results. I’m passionate about helping agents, leaders, and companies deliver better customer experiences. Always happy to connect with fellow builders, operators, and call center rebels.
Articles by Lonnie Johnston
News 
Blog Metrics to Track Before Agents Take Their First Call
This guide showcases the best metrics to track as part of your contact center agent training, before agents start taking calls.
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Blog How AI is Turning L&D Into a Business-Critical Function
This guide outlines the top five ways that AI is turning L&D into a business-critical function in 2026
Read more News WizeCamel Rebrands as TrueCX to Launch a New Gold Standard for Measuring Customer Experience
TrueCX introduces Experience Intelligence, which uses lifelike virtual customers to measure and improve customer interactions across every channel.
Read more Blog AI Training for Contact Center Agents — The Future of Onboarding & Readiness
Discover how AI training for contact center agents is transforming onboarding. Learn how contact center training simulations and Intelligent Virtual Customers build confident, job-ready agents faster while reducing attrition and trainer costs.
Read more Case Study From Six Months to 30 Days: How Borland Groover’s New Hires Beat Tenured Agents
Borland Groover cut agent ramp time from 6 months to 30 days with TrueCX's AI training, slashing errors 20% and boosting patient support quality.
Read more Blog 95% of AI Projects Fail. Don’t Let Your Call Center Be One of Them.
95% of AI projects fail—but your call center doesn’t have to. Discover why most initiatives collapse and learn the executive playbook for driving measurable ROI, employee buy-in, and sustainable AI success.
Read more Blog 5 Hidden Costs of Not Measuring Training Effectiveness
Discover the 5 hidden costs of skipping measurement in your call center training platform - and the one critical mistake most teams miss.
Read more Blog 3 AI-Powered Tactics to Streamline Recruiting, Onboarding & Training
What happens when 57% of candidates ghost you—and your call center seats are still empty? Follow Alex’s journey as he uses AI in recruiting, onboarding, and training to flip the script: faster hires, fewer no-shows, and agents ready to perform on Day One.
Read more Blog 3 AI Coaching Prompts Every Call Center Trainer Should Steal
Speed up your call center onboarding with 3 practical GPT prompts. Build scoring rubrics, create realistic roleplays, and spot coaching opportunities—no AI expertise required.
Read more Blog 5 Questions to Ask Every New Hire at the End of Week One
Go beyond “How’s it going?” with these 5 powerful new hire check-in questions. Uncover blind spots, boost training impact, and build trust from Day One.
Read more Blog Top 3 Call Center Interview Questions (That Actually Work)
Better interviews lead to better teams. Here are 3 simple questions that help you spot the reps worth betting on.
Read more Case Study How a Leading Gastroenterology Group Turned Training into a Risk Filter, Before Patients Were on the Line
Discover how a leading gastroenterology group transformed onboarding with TrueCX—using AI-powered simulations to identify readiness, reduce hiring risk, and ensure only patient-ready agents go live. A smarter, data-driven approach to healthcare contact center training.
Read more Blog 5 Ways to Improve Call Center Onboarding Without Slowing Down Ops
Call center onboarding is getting an AI upgrade. Discover 5 proven ways to reduce ramp time without disrupting operations, including a printable optimization checklist for training leaders.
Read more Blog What Effective Call Center Training Looks Like in 2025
In 2025, leading call centers are ditching old training methods for AI-driven simulations and personalized coaching. Discover how modern call center training boosts ROI, agent performance, and customer satisfaction.
Read moreTrueCX delivers independent performance intelligence for the conversational economy.
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