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.”

Thursday, October 30, 2014

Innovations for the Avaya Contact Center Space

The Virtual Observer Workforce Optimization Solution offers many unique and affordable benefits for the Avaya Contact Center space.  Coordinated Systems, Inc. (CSI), is excited to announce the release of several Avaya-specific innovations which enhance the capabilities of the integrated Virtual Observer Workforce Optimization Solution. 

From Avaya-specific surveying to real-time Avaya CMS ACD statistics available in a dashboard view, to a SalesForce connector, Virtual Observer now offers a wide range of included and add-on features to enhance the workforce optimization experience.

CSI has also taken several steps forward to create a robust cloud-based solution which operates as a service and is integrated with Avaya-enabled cloud platforms. Workforce Optimization (WFO) as a service is also available for cloud providers and pure cloud contact centers.

CSI offers a range of methods to record Avaya platforms, including Concurrent DMCC recording.

Wednesday, June 25, 2014

Technology firms team up to offer WFO for Microsoft Lync customers

The Via Group and Coordinated Systems, Inc. (CSI) have signed a strategic partnership deal which combines the best-of-breed unified communications services and applications of The Via Group and CSI. Together, this partnership will allow both The Via Group and CSI to deliver a more complete and robust overall solution for contact centers using Microsoft Lync.
The Via Group is known in the Unified Communications industry for providing Unified Communications and Voice (TDM and VoIP) solutions. “We are very excited to work with CSI,” said Kevin Carswell, CEO of The Via Group. “Having a partnership with CSI allows us to deliver a powerful and affordable enterprise-level workforce optimization (WFO) solution for our customers.”
“We are truly excited about entering into this partnership and becoming a vital part of the Via Group’s UC offerings to their Microsoft customers,” said Rich Marcia, Marketing Director for CSI. “We’ll also be able to serve the needs of The Via Group in terms of call recording, quality assurance and training tools, etc., as well as a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite which fits nicely across their entire array of UC platforms and services.”
Read more in our coverage on Virtual-Strategy magazine:

Tuesday, June 17, 2014

Integrating WFO with CRM just got much easier

English: Deutsch:
We're very excited to announce the general availability of our official Salesforce Connector.

The Virtual Observer SalesForce Connector will allow our mutual customers to integrate their Virtual Observer Workforce Optimization Solution with their SalesForce deployment.

The integration can be as simple as a mass list of recordings which can be searched, sorted and played directly from the SalesForce user interface, or a dynamic list linked directly to SalesForce Accounts, Contracts, Cases, Tasks and more.

Look for more information on our website soon and also on the Salesforce AppExchange marketplace.

Read the entire VO Salesforce App blog post here

Tuesday, June 03, 2014

Analytics will empower agent improvement

The initial training sessions scheduled for all new customers typically dive into basic system navigation, system administration, supervisor usage and agent usage, reports, dashboards, etc.
Additional training opportunities allow for unthrottled, pinpoint insight into particular processes, questions, new enhancements, or simply fine tuning what your team learned originally, to do as my son's karate dojo claims, "to make their best even better".
Are you looking for that extra report or piece of analytic data which can help you drive your quality assurance and training cycle time down...

Continue reading:
Taking training to a whole new level of analytic discovery
Enhanced by Zemanta

Tuesday, April 29, 2014

CSI brings "WFO as a Service" to the contact center

We're excited to announce the release of Virtual Observer “Workforce Optimization as a Service” for contact centers. The cloud service was developed with an Amazon Web Services infrastructure and services built on Microsoft .NET standards.
Staying true to a persistent streak of breakthrough features, CSI is able to deliver screen capture as well as the innovative VO live screen and webcam monitoring feature as part of the included Virtual Observer “Workforce Optimization as a Service” experience. 
The cloud offering also allows for breakthrough pricing, in an era where traditional on-premise systems are priced for hundreds of thousands of dollars. The efficiencies of the cloud are now making it possible to implement a sophisticated, world class, enterprise-grade solution for a reasonable monthly fee, not unlike the “Salesforce” pricing model with an unprecedented economic advantage and the benefit of never needing to worry about software updates or hardware procurement. The cloud solution’s subscription-based pricing model also works within CSI’s intentions of offering the lowest cost of ownership in the WFO space, presenting an OpEx subscription model rather than a traditional CapEx model.
Virtual Observer WFO-as-a-service provides customers with a robust and scalable web-based solution where the ability to score calls or send targeted training material to staff is inherent. Richard Marcia, marketing director, said of the feature set, “the call recording and call scoring is really where the fun just begins, as you can begin to manage your center’s schedules and forecasts, run advanced query searches against indexed audio to isolate trends, and bring your agents into the quality monitoring process with their own login and the ability to respond to evaluations.”
Virtual Observer supports an entire partner ecosystem of connectors and applications, from Avaya and Cisco telephony integrations, to Salesforce’s API, to complete hosted contact center vendors. “Everything is now possible for our customers, from an end-to-end virtualized, software-only roll out, to custom integrations with their most vital contact center technologies,” Marcia added, noting “the floodgates have now opened, for unlimited, uninterrupted improvement in the contact center.”
Virtual Observer is available through CSI’s channel of strategic business partners. CSI aligns with telephony dealers, managed service providers, hosted VoIP vendors, cloud-based contact center providers, Business process outsourcers, teleservices providers and consultants to deliver a bulletproof WFO experience. Read more about "Workforce Optimization as a Service".

Thursday, April 03, 2014

It's a multi-channel world. How many ways can you reach CSI?

This is icon for social networking website. Th...
There are many different ways to connect with us here at CSI.

Among them:

Our LinkedIn page is a great introduction to CSI and our capabilities. It's a good way to reach call center professionals and telecom industry people as well. We do quite a bit of recruiting with LinkedIn, obviously, and it's also been a great source of brand exposure.We'll be looking to post more updates in particular on LinkedIn relative to career opportunities, strategic alliances and more.
Who we're connected with: Customers, Partners, Industry Experts

Read by customers, partners, employees & external news outlets. Serves also as an email subscription-based newsletter. Virtual Observations

Our place in the twitterverse is a growing one! Come follow us:
Who follows us: Customers, Partners, Employees, External News Outlets, Industry Experts

PHONE: We'll always answer your call.

Read the complete list of contact methods on CSI offers a multi-channel means of connecting with us
Enhanced by Zemanta

Monday, March 17, 2014

Eleven steps to a winning WFO implementation

This is an excerpt from our partner blog, where we list out 11 top steps in successful project management and implementations. Written specifically for workforce optimization, but they probably apply across many technologies:
* Ensure that a primary contact from each functional group is actively involved from the beginning. Stakeholders and the application owner should be clearly defined. Typically, a representative from the telephony/business partner is involved in the project plan.
Address security and remote access concerns, NDAs, etc. at kickoff time. Remote access is a critical path item.
* Track responsibilities for milestones and tasks. We deliver project timeline spreadsheets which are updated and delivered to stakeholders on regular intervals. Past due tasks are managed through completion.

Please read the rest of the list and more from our new "Partner Pulse" blog.
Enhanced by Zemanta

Friday, February 21, 2014

Top 5 reasons you'll love our User Interface...

    1) Virtual Observer’s (VO) Web-based user interface is cleaner, modern and extremely easy to use, while maintaining predictive navigation and familiarity for users of the previous version. Users take to it extremely quickly. Virtual Observer Agent Portal
    2) VO’s latest version is equipped with Dashboard Reporting, including many pre-loaded widgets which present Average Handle Time, Employee Performance Reports, First Call Resolution data and more, in real-time drill-down charts.
    Please continue onto the new Virtual Observations to read the complete list of "5 reasons to love our fresh, updated WFO user interface"...
Enhanced by Zemanta

Friday, January 03, 2014

Very Frequently Asked Customer Questions and Answers about Call Monitoring Capabilities

Can we record our live chat sessions so we can score them? 
Yes – Virtual Observer can be setup to trigger recording when a chat session begins, regardless of the chat system used. Using the same logic, we can also capture email, social interactions, etc, allowing users to then evaluate the interaction as simply as they would an audio call.

How can we calibrate our evaluation sessions?
Calibrations can be done by a simple check box on the evaluation header. This flags the evaluation for calibration purpose and is easily identified for analysis.

Can we query past or archived recordings using Speech Analytics?
Yes – From within the integrated "Call Insight" user interface, Virtual Observer offers an "ad hoc" querying feature which allows you to search through past events for specific words or phrases. These can also be saved for later use.

How do we share highly scored calls for training purposes?
Virtual Observer offers many different ways to share recordings and their subsequent scorecards with other departments. We offer a packaging function that allows users to email a link to the recording. From this link, the recipients can also access all of it’s scorecards. The packaging function will also email the actual recording and scoring files to the recipient if they are not in the user community, depending on defined security parameters, enabled permissions and de-encryption settings, of course.

Are the dashboard reports in real-time?
Yes – the dashboards offer real time analytics - representing the specified date ranges or saved query parameters. The dashboard reports can also be set to refresh automatically at a specified time interval.

Popular Posts