Course offered via an on-demand Internet marketplace: marketplace.sivox.net

Solution teaches, analyzes and grades what your agents need to know as well as how they say it.  Agents interact with simulated customers and system screens as if they were handling real calls. 

SIVOX Partners and Call Center Learning Solutions (CCLS) have developed the next generation of Call Center Training.  "This is a highly cost effective approach for coaching and training agents to handle live calls with limited impact on dedicated resources,” said Ellen Greene, President of Call Center Learning Solutions.   

The new interactive Contact Handling Skills Course takes advantage of the latest Internet and Network technologies and can be deployed through an on-demand, Software as a Service (SaaS) solution.  "SIVOX RealCall™ is a real-time coaching and training solution that uses speech analytics to provide interactive feedback to agents who handle practice calls in a simulated environment. Contact centers can see a dramatic improvement in the efficiency and effectiveness of their agents using our solutions," said Jeff White, Chief Executive Officer for SIVOX Partners.

SIVOX Partners are offering an exclusive “sneak peak” online of the Customer Care and Contact Handling Skills Course. 

Email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or call toll-free 866-263-6319.
 
Home arrow White Papers arrow Full Immersion Simulations applied to Assessment and Certification Testing
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 Full Immersion Simulations applied to Assessment and Certification Testing - SIVOX 2005.

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Executive Summary


Organizations are deploying certification programs to test and build employee
competencies and performance on the job. Well constructed certification
programs must first assess what the goals of certification are, then to formulate
the best possible program to attain those goals. SIVOX has developed advanced
customer interaction simulations that closely approximate live customer calls and
customer scenarios: this capability is an effective way to build competency and
test preparedness in an on-going certification program. Using SIVOX RealCall
customers such as Sprint, MCI and SBC have realized significant gains in agent
performance, agent retention and in customer satisfaction. Return on investment
calculations using SIVOX installed customers clearly demonstrates savings of
hundreds of thousands of dollars each year. SIVOX RealCall is available as a
pilot product to determine the project scope and use of simulation in a
certification program.
 
 
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