Blog What Is an Intelligent Virtual Customer? (IVC vs. IVA Explained)
Intelligent Virtual Customer (IVC): an AI persona that simulates real customers to test readiness and validate AI agents. See how it differs from an IVA.
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Maria Edington
VP of Marketing at TrueCX
Maria Edington has spent the last six years at the intersection of contact centers and AI—leading teams, scaling GTM strategy, and redesigning QA and coaching for the real world (and real agents). Now at TrueCX, she’s bringing sharp strategy, sharp wit, and serious love for the folks behind the headset.
Articles by Maria Edington
Blog 
News SaaS Browser: How TrueCX Uses AI to Transform Contact Center Agent Training and Validation
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Blog What CSAT Doesn’t Tell you About the Customer Experience
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Blog Who’s Testing Your AI Before Your Customers Do?
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Blog The Top 5 AI Simulation Training Tools for Contact Centers in 2026
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Blog How to Stop the Self-Fulfilling Prophecy of Contact Center Agent Churn
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Blog What Unprepared Agents Really Cost You
Your agents know your policies but haven't practiced in realistic environments. The result is not just slower learning - its true operational losses.
Read more Blog 5 Ways AI Has Made Contact Center Onboarding Harder
AI is reshaping contact center onboarding. Learn why readiness is harder to measure and how Ops teams can reduce risk and improve early performance.
Read more Blog Day One Readiness: A Practical Checklist for Contact Center Trainers
This contact center agent training checklists provides learning & development teams with a practical day one framework
Read more Blog Gamify This: 7 High Impact Call Center Training Activities That Boost Effectiveness
Discover 7 high-impact call center training activities that use modern tools to boost engagement, improve performance, and make learning stick.
Read more Blog The LED Coaching Light: A Contact Center Coaching Tool that Actually Works
Discover the LED Coaching Light—an actionable, 3-step method for effective contact center coaching that improves agent performance in under 5 minutes. Ideal for busy supervisors.
Read moreTrueCX delivers independent performance intelligence for the conversational economy.
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