SIVOX Partners - Q. What is the Knowledge Center?

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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Q. What is the Knowledge Center?

A. It is a repository of additional information for agents who require deeper learning than the Real-Time Coach can provide or desire additional practice. Agents are able to access the Knowledge Center from their web browser, independent of the simulations. While there, they can acquire a better understanding of what to say by reviewing best practices, taking quizzes, reviewing good and bad examples, and using other study guides.

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