Automated User Certification Program Provides Comprehensive Agent-User Skills, Minimizes Training Resources and Costs
SAN FRANCISCO, February 4, 2014 — LiveVox Inc., the leading provider of cloud contact center solutions for enterprise operations, announced the launch of its Agent Certification Experience (ACE) program, a self-navigated program providing contact center agents with comprehensive training and best practices for the LiveVox platform. Requiring an average of 45 minutes to complete, the user-friendly program includes a Certificate of Completion and is offered to clients at no cost.
On the program’s launch, Chief Marketing Officer and 30 year contact center operation executive John McNamara says, “Our long-standing vision at LiveVox is to eliminate the hurdles that restrict contact centers from focusing on being competitive. This is true in terms of both technology and service. The introduction of ACE is a prime example. The automated program was designed to not only provide the necessary skills needed by contact center agents using our platform, but also significantly minimize the training workload of managers.”
The web-based training program consists of six videos, five quizzes and a final exam and covers major themes including LiveVox Agent Desktop usage, dialing options, and call handling tools. The average completion time requirement for each agent is 45 minutes. The easy-to-follow program requires minimal managerial oversight and can be completed from remote locations.
Upon completion, the agent will be issued an approved Certificate of Completion, equipping the agent with the proper skills to navigate the LiveVox Cloud platform.
McNamara adds, “ACE helps managers better and more quickly prepare their agents for the ever-growing number of features in an efficient and user-friendly system. For the many that have already enrolled their agents into ACE, we’ve seen operations decrease the time needed to onboard agents by as much as 30%. This is important to our clients’ needs to scale quickly across multiple sites.”
About LiveVox, Inc.
LiveVox is the leading provider of cloud contact center solutions for enterprise operations. The patented, Verizon PCI-certified Cloud platform integrates real-time scalable applications such as ACD/PBX, dialer, IVR, call recording, business analytics and compliance suite. Leveraging Cloud-Switching, LiveVox enables capabilities like Virtual Agent Queues, global multi-site sub-second warm transfers and Centralized Call Recording. For more information, visit https://livevox.com.