White Paper:

The Power of Dynamic Simulation and Development - SIVOX 2004. Download page (PDF - 505KB).

 Excerpt -

Call Center Training Challenges
There are over 160,000 call centers in operation, worldwide. They face increasing challenges, including
globalization, the need for more knowledgeable call agents, pressure to reduce training costs and rapid
acceleration in call volumes. Add to this the necessity to attract and retain highly-skilled employees, and
there is a critical need for more effective and efficient training of call center employees.