Thursday, June 04, 2009

CSI puts quality monitoring to work for eRx Network

A while back we posted the announcement that eRx Network had selected Virtual Observer, and now we're pleased to publish the full success story documenting the performance gains achieved by the eRx contact center after implementation. Here is an excerpt:

"We track several quality metrics using Virtual Observer, including weekly, monthly, and quarterly quality assurance scoring averages per agent, team, and center," said Joseph Balcken, contact center quality manager. "We believe that immediate access to more data, as well as reliable, consistent reporting of QA scores, have improved the department’s overall quality -- a dramatic result that is attributable to our use of Virtual Observer."

Read the full quality monitoring success story here.

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