A Learning Environment that Immerses
Users in Fully Interactive Simulations
In a landmark study, the National Training Laboratory found that adult learners retain 90 percent of what they are taught when you can simulate a real world experience – practice with coaching. The study also suggested that adult learners learn best when they are able to integrate the material into the context in which they will use and apply that knowledge. When used in conjunction with quality coaching, simulations eliminate the need for employees to memorize abstract concepts and then formulate their own conclusions of how to apply them. Simulation training also allows employees to demonstrate that they know how to perform a required task that results in the desired outcomes.
Click to Expand Diagram. Use 'Back' to Return.
Capturing Best Practices
The SIVOX RealCall Dynamic Learning Model begins with the capture of the customer's own best practices. This is accomplished by identifying and engaging the company's 'star' frontline CSRs—or Master Performers—and i nvolving them in the creation of simulation scenarios and dynamic simulation scripts. This step in the process is crucial—the hard-won experience of the Master Performers has already been proven in the field. By capturing and incorporating their best practices into the simulations, the call center trainers are able to produce Master Performers through the newly created simulations.
Continual Improvement
Besides providing dynamic simulations of customer interactions in a fraction of the time it takes to implement rote, static simulations, the SIVOX RealCall Dynamic Learning Model enables company developers to constantly monitor simulation results and improve both the simulation itself and the content and context of the coaching. This unique approach makes the development and maintenance of the SIVOX RealCall system dynamic itself, enabling companies to continually improve on the quality of their simulation experiences and to easily implement new scenarios as needed. Because the process of using and implementing SIVOX RealCall is dynamic in nature, development and deployment can be incremental in most organizations, and no development time is wasted-simulations can be changed whenever necessary. |
This Category is currently empty
|
-
RealScreen
( 2 items )
SIVOX RealScreen™ uses speech recognition and RealCall™ activity monitoring to assess job skills, including the ability to navigate, multitask, accurately enter data, verbally interact, check for proper pronunciation and process customer requests. Unlike traditional static assessments, RealScreen provides an interactive full immersion screening simulation solution designed to assess aptitudes and predict work place behavior for call center agents.
Benefits
- Lowers subjectivity and achieves consistency in job skills screening.
- Provides a standardized yardstick for managers to measure cognitive and behaioral skills for more accurate hiring decisions.
- Improves profitability and customer satisfaction.
- Leads to significant return on investment to organizations.
Features
- RealScreen™ assessment consists of two modes - Practice and Assessment.
- The Practice mode is a tutorial for the applicant to understand every facet of the test prior to formal testing.
- The Assessment mode is the formal test where the applicant is evaluated.
- Data can be centralized with the applicant's results reported to the HR manager for review.
- A master report of all the results is collected and can be shared with HR systems.
RealScreen's™ full immersion simulation technology provides an environment where an applicant's job skills and aptitudes such as problem solving, computer aptitude, speech ability and proper pronunciation can be evaluated in true-to-life situations prior to the hire.
-
RealCall
( 7 items )
With SIVOX RealCall™, Contact Center Agents learn by doing, not by watching. Dynamic training simulations created using SIVOX RealCall™ give trainees interactive experience with customer scenarios and contact center systems before taking that crucial, first live call. SIVOX RealCall™ delivers the most effective and customized call center training available, because the simulations are based on the best practices from your organization, not canned, generalized scripts. Best of all, SIVOX RealCall™ simulations are created in hours –not days or weeks– by your call center professionals, and are easy to edit, change and redeploy.
The SIVOX RealCall system gives you:
RealCoach Speech Recognition.
The system actually listens to the trainee's speech and through comparisons to ideal responses, reacts to and guides the trainee along the best path during dynamic training calls.
Real-Time.
SIVOX RealCall™ uses a powerful speech-recognition engine that actually listens and reacts to what the trainees say - providing instant feedback and allowing agents to retry segments immediately.
Replication of your data systems.
Interactive screens from your Contact Center data systems are used in the simulations, including input fields. Trainees learn systems during simulated calls, where system knowledge is actually put to use.
Knowledge Center.
A unique repository of present and past simulations, as well as expert advice, quizzes and tutorials, the SIVOX Knowledge Center is a constantly evolving library of Contact Center training for your organization.
Training Reports.
over 110 trainee metrics are tracked, including trainee voice quality and clarity, accuracy of system tasks and call times. Reports can be used in support of initial training through advanced certification of agents.
No programming skills required.
SIVOX RealCall™ simulations are created in a unique development environment in standard text that requires no programming skills. And because it is Java and Web based, has minimal impact on the existing computer systems in your enterprise.
Event-Based Simulations.
The speed and ease of simulation creation and assignment lets you build them to match short term needs (such as sales promotions or service changes) or help train and track against new regulations.
* National Training Laboratory
|
Learning Methodology