Friday, June 12, 2015

Onsite training for workforce optimization success story

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When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers.
New CSI customer Butler County, Ohio, an Avaya call recording and workforce optimization project, provided such feedback on our onsite training sessions and overall implementation.
"From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases. Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately. We were extremely impressed with CSI's delivery of training and their professionalism. The trainer was incredibly punctual and well prepared. CSI effectively delivered the Virtual Observer training across many different learning styles. Not only did they answer every single question with precision, they were able to calm any user concerns by making necessary adjustments on the spot."
Continue reading this Avaya success story on our website.

Tuesday, May 05, 2015

Achieve more complete call monitoring with webcams

Webcam recording and monitoring can have tremendous benefits on your contact center quality monitoring initiatives.

Webcam monitoring can help your supervisors learn where there needs to be improvement. Supervisors will also be able to study why performance may be better with certain agents: why some agents are able to handle a higher call volume than other agents. Supervisors can review webcam recording to better understand what was taking place during the customer’s experience. 
Here are a few sample questions which may be answered through agent webcam recording and monitoring:
- Why was there was an extended hold time?
- Why did the customer have such an irate reaction?
- Why has the agent been scoring decidedly worse over the last week?

Read more about these performance benefits, as well as organizational and compliance benefits realized from agent webcam recording and monitoring

Monday, March 02, 2015

An Agent Portal can be a tremendous supervisor asset

CSI's workforce optimization solution offers a differentiating feature suite called the Agent Portal.
The Virtual Observer Agent Portal allows an agent to access their own recordings and evaluations at the tip of their fingers.  The feature's benefits are not exclusive to the Agent, however, as utilizing the portal in a contact center environment is also very beneficial to the supervisors as well. 
Typically, supervisors will find that they spend lengthy periods of time meeting with agents to review calls and performance.
Agent Portal helps make this task much easier, as it allows the supervisor to post an agent review that will automatically be sent to the portal.

Read the full blog post to find out why supervisors are enjoying the benefits of our Agent Portal.