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.
A. SIVOX RealCall's advanced speech recognition engine actively "listens" to agent responses, allowing the Real-Time Coach to automatically interact with the agent. It's always there, pausing the call if an incorrect response is given or an important point is missed. It provides immediate feedback and remediation so agents can learn as they go through the simulation, rather than waiting until it's completed and then having to look to see if they made any mistakes. The Real-Time Coach also directs agents to the Knowledge Center for additional practice if a segment proves more troublesome to the agent. This immediacy provides a more thorough learning experience, and ultimately helps shorten the learning curve. It also meets the National Training Laboratory's criteria for best learning - simulations with coaching.
