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:

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.”