Thursday, December 18, 2014

North Pole implements VO Community Workforce Management software to ensure elf work schedule is optimized as toy production scales up for Christmas.

The right elves in the right seats at the right time

Manufacturing toys has evolved from simple wooden assemblies to sophisticated electronics and robotic creations. 
Google Santa Tracker

With the world’s growth rate skyrocketing, the need for highly trained, multi-skilled elves has increased, as well as remote assembly facilities.

The scheduling and training of these elves was always handled by Mrs. Claus, who was never much for technology.

Recent lapses in toy quality, delivery cycle times, and unexpected staffing costs have changed her mind, however.

She began investigating workforce management technologies and selected Virtual Observer Community Workforce Management, which offered real-time agent adherence and onsite training professional services.

“Hands down, my number one concern was ease of use, price, and scalability. This solution was an easy selection. The elves also enjoy being able to bid on shifts on their little smartphones,” she said.

Toy manufacturing aside, Mrs. Claus also implemented the system in the North Pole’s call center, where calls and letters from children attempting to submit their wish list or to get off the naughty list have been quadrupled by web chats, SMS messages, and emails.

Now, the call center elves have to be trained for a multitude of support channels, and she has to make sure the center is staffed properly at all times to handle every kind of request.

“Thankfully, Virtual Observer Community takes the multi-channel factoring into consideration,” she added. “Call center elf performance has surpassed all of our goals for customer care.”

Thursday, October 30, 2014

Innovations for the Avaya Contact Center Space

The Virtual Observer Workforce Optimization Solution offers many unique and affordable benefits for the Avaya Contact Center space.  Coordinated Systems, Inc. (CSI), is excited to announce the release of several Avaya-specific innovations which enhance the capabilities of the integrated Virtual Observer Workforce Optimization Solution. 

From Avaya-specific surveying to real-time Avaya CMS ACD statistics available in a dashboard view, to a SalesForce connector, Virtual Observer now offers a wide range of included and add-on features to enhance the workforce optimization experience.

CSI has also taken several steps forward to create a robust cloud-based solution which operates as a service and is integrated with Avaya-enabled cloud platforms. Workforce Optimization (WFO) as a service is also available for cloud providers and pure cloud contact centers.

CSI offers a range of methods to record Avaya platforms, including Concurrent DMCC recording.

Wednesday, June 25, 2014

Technology firms team up to offer WFO for Microsoft Lync customers

The Via Group and Coordinated Systems, Inc. (CSI) have signed a strategic partnership deal which combines the best-of-breed unified communications services and applications of The Via Group and CSI. Together, this partnership will allow both The Via Group and CSI to deliver a more complete and robust overall solution for contact centers using Microsoft Lync.
The Via Group is known in the Unified Communications industry for providing Unified Communications and Voice (TDM and VoIP) solutions. “We are very excited to work with CSI,” said Kevin Carswell, CEO of The Via Group. “Having a partnership with CSI allows us to deliver a powerful and affordable enterprise-level workforce optimization (WFO) solution for our customers.”
“We are truly excited about entering into this partnership and becoming a vital part of the Via Group’s UC offerings to their Microsoft customers,” said Rich Marcia, Marketing Director for CSI. “We’ll also be able to serve the needs of The Via Group in terms of call recording, quality assurance and training tools, etc., as well as a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite which fits nicely across their entire array of UC platforms and services.”
Read more in our coverage on Virtual-Strategy magazine: