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Home  Overview Newsflash SIVOX and CCLS combine forces to introduce breakthrough course for agents
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SIVOX and CCLS combine forces to introduce breakthrough course for agents |
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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
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or call toll-free 866-263-6319.
World Class CoursewareThe new on-demand Internet marketplace uses courseware developed by Call Center Learning Solutions, which has provided consulting and learning solutions to students from more than 5,000 companies worldwide through a full range of education and training solutions to call center professionals. The training is highly interactive and includes practice, role-play, feedback and coaching. “Our training provides students with the competence and knowledge, which they require to provide measurable improvements in customer satisfaction,” said Ellen Greene of CCLS. The new Customer Care and Contact Handling Skills on-demand course includes seven lessons, which agents can access on-line through a marketplace Internet service. This makes the training ideal for call center employees anywhere. The Customer Care and Contact Handling Skills course can be used to train and certify agents in remote, or at on and off-shore locations. The certification process utilizes the world-class training methodology developed by Call Center Learning Solutions. The course begins with lessons that cover managing the customer relationship and recognizing different behavior styles. Lessons 3 through 7 deploy CCLS’ unique S.C.O.R.E. process to train agents to exceed customer expectations. Full Immersion Customer InteractionsThere are various methods used to train employees, including training CDs, Web-based e-learning, instructor-led courses, computer-based training, and simulation training. All have their strengths, but simulation software gets closest to a real-world environment, and unlike role-playing requires only one person. This is one reason simulation tools like SIVOX RealCall™ are increasing in popularity for contact center training. SIVOX RealCall™ uses a speech-recognition engine that listens and reacts to what trainees say, providing instant feedback and enabling agents to immediately retry segments. The solution uses powerful speech analytics capabilities that analyze and grade what your agents need to know as well as what they say. This provides contact centers with an effective way to measure performance and for certification and quality assurance. SIVOX Partners is the leading provider of Agent Performance Suite of applications used as agent lifecycle support tools for the screening, hiring, training, certification and quality assurance of operational best practices. Through the use of its patented dialog processes, customer-specific best practices are captured and molded into highly interactive training simulations. SIVOX's RealCall™ uses highly robust and unique full immersion simulations that combine a speech recognition engine along with a system simulation engine to create a realistic environment for agents to improve their skills and customer interactions. Exact replicas of your existing software application screens are at the trainee's "command." The system provides speech analytics and an extensive set of reporting metrics on the trainee's performance. 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. On-demand Internet MarketplaceThe days of long deployment cycles, huge capital investments, and costly support contracts are gone. On-demand is simply the fastest way to generate high value from enterprise applications, and it is quickly becoming the new standard within companies today. At the same time, you can realize the following benefits:· Lower up-front costs· Pay-per-user· Shorter time to market· Lower training and management costs· Online practice and coaching in a low risk environment Analytics and scoring to measure performance and certification |
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