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.

Tuesday, February 10, 2015

Personalize your WFO experience

Don’t we all love having the freedom for individuality and truly making something our own? Our Virtual Observer web interface allows you to do just that through our options for account personalization. The interface allows our customers to truly customize what they see on their screen.
The ‘My Account’ feature of within the user interface of our workforce optimization software allows for users to input their information, such as their name, so that each time they log into the application they will be greeted with a tool bar that displays their personal name rather than the same old Windows Login Name. Through the ‘My Account’ feature, a user also has a variety of different layouts they can choose from. Whether you are looking to keep it simple with an Outlook layout or if you want to spice it up a bit with a sweet Facebook layout, that choice, my friends, is all up to you.
Read more on CSI's blog page: http://www.csiworld.com/?p=1615