The core quality assurance features which come bundled with Virtual Observer helped to make SRA Associates' recent call recording implementation a resounding success:
Read this excerpt from an article on TMCnet:
The Virtual Observer team implemented a system to record calls of SRA’s Samsung (News - Alert) phone system. Using an SMDR feed, the calls are able to be tied back into the agent database. Screens are captured and synchronized to give SRA a complete perspective on the customer's interactions. SRA leverages the integrated evaluation, screen capture and performance reporting to automate the quality process and reduce agent turnover as well as improve customer satisfaction.
"Virtual Observer presented a strong value proposition, and I would recommend it for any financial services organization," offered Chiara, as he turned on his pc screen, which showed thumbnails of his entire staff's desktops. Using VO Live technology, John can double-click on an agent desktop, go full screen, take control, or chat for assistance. "VO Live is one of the features that sold me. The power was apparent," John added.
Continue on reading the entire article SRA Associates Sees Dramatic Improvement in Call Center Performance...
Wednesday, May 13, 2009
Friday, May 01, 2009
Going the classic trade show route in an era of Twitter
Last week we exhibited at an industry trade show. The face to face meet and greets at a trade show can be like speed dating in that you have about a minute to impress people (kudos to my sales manager for the analogy).
On the opposite end of the marketing spectrum (debatable?), last month we also saw the launch of our Twitter account, which is available at http://twitter.com/virtualobserver.
We're going to use it to deliver brief bursts of CSI and Virtual Observer news, as well as snippets and other noteworthy call center industry links.
The best way to describe Twitter for those who don't really understand what it is yet is that Twitter allows you to post or receive quick status updates on people/companies/brands that you care about. In about three minutes, you can go to your Twitter homepage and review what everyone is doing. That's it, you're caught up, you can get back to your busy day.
Many companies are using Twitter to reach their most loyal customers, updating them with exclusive specials, breaking product news, or insider tidbits that only a true fan would want to know.
Of course, many people bombard Twitter with many trivial and useless tidbits of information. If you don't want to follow those people, you don't have to.
Back to the trade show. The trade show was very fruitful -- very glad we went. Sometimes you can't beat good, old fashioned face-to-face contact.
On the opposite end of the marketing spectrum (debatable?), last month we also saw the launch of our Twitter account, which is available at http://twitter.com/virtualobserver.
We're going to use it to deliver brief bursts of CSI and Virtual Observer news, as well as snippets and other noteworthy call center industry links.
The best way to describe Twitter for those who don't really understand what it is yet is that Twitter allows you to post or receive quick status updates on people/companies/brands that you care about. In about three minutes, you can go to your Twitter homepage and review what everyone is doing. That's it, you're caught up, you can get back to your busy day.
Many companies are using Twitter to reach their most loyal customers, updating them with exclusive specials, breaking product news, or insider tidbits that only a true fan would want to know.
Of course, many people bombard Twitter with many trivial and useless tidbits of information. If you don't want to follow those people, you don't have to.
Back to the trade show. The trade show was very fruitful -- very glad we went. Sometimes you can't beat good, old fashioned face-to-face contact.
Friday, April 03, 2009
CSI and Windstream partner to deliver Siemens call center quality monitoring to Assurity Life Insurance Company
We are pleased to announce that Assurity Life Insurance Company, located in Lincoln, Nebraska, has selected CSI’s Virtual Observer Professional for call recording and quality monitoring. Virtual Observer was implemented to record calls off of Assuritys’ Siemens phone system.
CSI worked hand-in-hand with partner Windstream Communications to configure a robust quality monitoring solution for Assurity which not only met all project requirements but was also able to bring in the total project cost under budget.
About Assurity:
Assurity Life Insurance Company offers a wide variety of insurance and annuity products and services designed to solve complex financial problems for individuals, families and businesses. Assurity is committed to tailoring clients’ plans with a variety of creative solutions to fit wide-ranging needs for protection and wealth accumulation. For additional information about Assurity, please visit www.assurity.com
About Windstream:
Windstream Corporation is an S&P 500 company that provides digital phone, high-speed Internet and high-definition video and entertainment services to residential and business customers in 16 states. The company has approximately 3.1 million access lines and about $3.2 billion in annual revenues. For more information, visit http://www.windstream.com
CSI worked hand-in-hand with partner Windstream Communications to configure a robust quality monitoring solution for Assurity which not only met all project requirements but was also able to bring in the total project cost under budget.
About Assurity:
Assurity Life Insurance Company offers a wide variety of insurance and annuity products and services designed to solve complex financial problems for individuals, families and businesses. Assurity is committed to tailoring clients’ plans with a variety of creative solutions to fit wide-ranging needs for protection and wealth accumulation. For additional information about Assurity, please visit www.assurity.com
About Windstream:
Windstream Corporation is an S&P 500 company that provides digital phone, high-speed Internet and high-definition video and entertainment services to residential and business customers in 16 states. The company has approximately 3.1 million access lines and about $3.2 billion in annual revenues. For more information, visit http://www.windstream.com
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