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. 

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Home arrow RealCall FAQs arrow Q. What kind of reports do I get?
Q. What kind of reports do I get? PDF Print E-mail
A. SIVOX RealCall tracks more than 110 metrics which are incorporated into 12 different reports. These reports provide information on the performance of individual agents, agent teams, specific issues within the contact center, single contact centers, and the enterprise. The information within these reports will help you determine the actual value of your training efforts, identify areas of need, and provide proof of compliance with government regulations. In addition, the speech recognition component allows you to track which key words and phrases were used and missed, and identify the use of prohibited words and phrases.
 
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