Tuesday, January 29, 2013

Speech Analytics Helps Drive Customer Experience

CSI customer Cigars International (CI) is known for its' wide variety of cigars and their unflappable customer service.

One of the reasons they originally invested in Virtual Observer was because they found an affordable technology which could effectively assist them in achieving their lofty goals for the customer experience.

 With the quality monitoring process on track and continuously improving, CI decided to invest in a more aggressive technology, phonetic-based speech analytics feature of the Virtual Observer suite, to help take the quality assurance process to the next level.

 The return on investment which would come from speech analytics was a great positive change in CI's training model.

 A manager in customer service, speaking for CI, mentioned "We suffered from the 'whisper down the lane' syndrome - even though we were providing comprehensive training materials with talking points, even though we delivered those materials several different ways (classroom, desk side, email), we still found that shortly after training the talking points took on a life of their own and became something else. Often times wrong information would evolve. It would have been days or weeks before we would have uncovered this, however, with Virtual Observer Call Insight speech analytics, it was in one afternoon."

 Read more about how Cigars International surpassed their ambitions for the customer experience.
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Tuesday, January 08, 2013

CSI adds experienced workforce optimization salesperson to partner channel sales team

Coordinated Systems, Inc. is pleased to announce the hiring of Jonathan Brinson to its’ Virtual Observer partner channel sales team. 

Jonathan brings with him 10+ years of experience at Witness Systems/Verint, where he held responsibilities in partner channel development and customer care.

“This is extremely exciting, as the opportunity with CSI comes at a time when the market is opening to the idea of workforce optimization solutions being more affordable – there is no longer a need to purchase systems from the legacy industry giants – enterprises can gain much more value from the Virtual Observer WFO solution, especially when you consider the long-term cost of ownership," Jonathan said. "I can't wait to start presenting the value proposition to more distributors. Selling VO is a win-win-win for us, for the resellers, and for the end users." 

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Wednesday, January 02, 2013

Marketing/Teleservices firm improves quality as call center grows

The team at Trident Marketing have been in business for over 20 years, building upon a simple mantra of “envision, achieve and enjoy” to create a high-growth direct
response sales company. 

Now staffed with 400 people and counting, Trident is recognized as a national direct marketing powerhouse, while staying locally focused in Moore County, North Carolina.

With a surging call volume and a multi-skill Cisco telephony environment, it was critical to improve the toolset used for training and quality assurance. Never afraid to invest in technology which offers tremendous value and low cost of ownership, the Trident team looked high and low for the perfect workforce optimization fit in terms of feature set and budget.

Trident eventually discovered Virtual Observer, an emerging call recording and quality monitoring solution which “was a right-sized solution for us. We use VO to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow-throughs) have been completed,” said Trident's CIO.

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