Joomla! site syndication http://www.sivox.com Wed, 27 Aug 2008 21:12:07 +0100 FeedCreator 1.7.2 http://www.sivox.com/images/M_images/joomla_rss.png http://www.sivox.com Joomla! site syndication http://www.sivox.com/content/view/112/133/ Real-Time Coaching Builds World-Class Contact Centers, by Donna Fluss, Principal. June 2006. Download Page (PDF - 782 KB). (component/option,com_wrapper/Itemid,124/) Excerpt - Coaching contact center agents yields impressive results – it enhances the customer experienceand empowers supervisors and agents. It is the training method preferred by agents and yieldstimely and quantifiable benefits. Real-time coaching has the added advantage of drivingimmediate improvements in agent performance and productivity while enhancing call quality andcustomer satisfaction. Agents want to do a great job; coaching empowers them to perform. Thiswhite paper presents the capabilities and benefits of real-time coaching. It describes preferredcoaching methods and gives your company the best practices for optimizing the performance ofyour contact center. Downloads - White Papers Thu, 01 Mar 2007 19:27:59 +0100 http://www.sivox.com/content/view/107/40/ SIVOX has been implemented in enterprise-wide installations with notable Fortune 500 companies. Our vision is to be the architect of the perfect customer interaction. This is accomplished through the innovative application of total immersion simulation technology. By working directly at the point of contact between the organization and its customers, SIVOX solutions allow their clients to achieve unequalled levels of customer satisfaction. Contact centers are faced with a number of issues, which drive the business case for our solutions. By replacing traditional classroom and role-playing methodology with SIVOX RealCall dynamic simulations, contact centers have seen a dramatic improvement in the efficiency and effectiveness of their agents. SIVOX Agent Performance Suite users have seen a dramatic improvement in the efficiency and effectiveness with which their agents handle actual calls, resulting in investment paybacks of less than 3 months and a 3-year ROI of 10 to 25 times their investment. In 1999, our professionals were called in to help one of the world's leading telecommunications service providers design the very first training application to use speech recognition to power real-time interactivity. This joint effort led to the creation of SIVOX RealCall™, which is now in use in over 80 contact centers providing more effective and efficient initial and continuous training to over 125,000 agents - and helping our customers better differentiate themselves on the contact center floor Who We Are - Overview Mon, 01 Jan 2007 13:30:17 +0100