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.
Q.How is RealScreen different from other screening products?
A. Traditionally, call centers conduct assessments after they identify labor pools and solicit applications. Recruiting departments have been limited to static assessment of core skills and behavior with paper or more recently web-based questionnaires. The results come full circle because assessments help you decide if your recruitment effort is effective.
RealScreen™ walks an applicant through a true-to-life contact center scenario. Hiring managers can therefore more accurately assess an applicant's potential. The key difference between SIVOX RealScreen™ and any other screening product is the ability to screen an applicant on verbal interactions with a customer in a simulated environment, using RealScreen's simulation engine with advanced speech recognition capabilities. RealScreen™ assesses an applicant's ability to perform overlapping skills of verbal interaction as well as data entry accuracy and speed. RealScreen™ also allows HR managers to identify skill gaps in applicants at an early stage in the recruitment process.
