Virtual Observations - The CSI Call Center Blog
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Use Screen Capture to Improve Agent Performance
Virtual Observer's Screen Capture functionality is more than a "big brother" feature. It is an extremely powerful training tool which can help to identify where your call center agents are making crucial mistakes in navigating your CRM applications. Watching recorded screen activity (which should b …
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Latest from Avaya: New App Unifies Channel Partners, Road Warriors, At Home Workers & Corporate Emp …
From CRMBUYER: New Avaya App Unifies Presence Info Across Multiple ChannelsAn excerpt from the article:"The immediate use of Avaya's latest addition to its product line is likely to be corporate. For example, a company with many reps on the road would know how to best to reach each of its staff memb …
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FYI: Article shows importance of CRM in Credit Unions
Recently ran across this gem in my news feeds: "Gearing Up for CRM 2.0 in Credit Unions". The article was written By Terence Roche.Article Summary: Changes in how we access credit union services (atms, web services, drive throughs, cell phone banking) are impacting how CRM is integrated and deployed …
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Federal credit union call center director gives feedback on Virtual Observer training
Lockheed Martin Federal Credit Union recently completed Virtual Observer training at their corporate location.Here is a quote from Kara Fitzgerald, Director of Call Centers:"I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its a …
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Polar Extremes of Customer Service
This weekend I encountered two extremes in customer service. This isn't call center-related, but it's relevant never-the-less because it again proves why customer service is the single most important thing in business.I went down to the Ikea store in New Haven, CT, wanting to browse some of the room …
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Growing catalog and internet company uses Virtual Observer for quality training
This came in this week from Stephen McDevitt, Call Center Manager for Cigars International:"As the Call Center Manager for a growing catalog and internet company, sales call quality and customer service call quality are paramount. In our industry what separates one company from another is the level …
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Credit Union customers speak to Virtual Observer's impact
As a marketing director, it is extremely beneficial to have the kind of customer retention which we have at CSI. One particular market where Virtual Observer (VO) performs extremely well is the credit union market. Credit Unions benefit from both call logging (for legal/liability/compliance) and fro …
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Call Center Technology Posts from around the blogosphere
I've created a news feed of the latest blog posts relative to "call center technology". This feed will always be updated, so you can bookmark and come back here anytime. You can also add this feed into your feed reader, Google Reader is a recommended one.Email subscribers: you may have to come back …
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Making your call recording changes seamless
It's important to CSI that we make our customer transitions seamless. Whatever changes are taking place, we like it to be behind the scenes, with the only impact being to your continued call center performance improvement.Change is also a continuous thing, sometimes happening slowly, other times it …
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Call recording technologies are found in more than just large call centers
When people think of call recording or quality monitoring, they usually associate it with call centers, customer service centers, etc -- Dozens or hundreds of people taking thousands of calls. We also have quite a few customers running Virtual Observer in much smaller customer service centers where …
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Who's dying on "The Wire"
SPOLIER ALERT:My wife and I are so hooked on HBO's "The Wire" that we now watch the new eps as soon as they come out on InDemand, which happens to be Mondays, six days before the episode airs for the first time on HBO. *As soon as Prop Joe was silenced by Marlo's henchman, I immediately thought of …
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Keyword traffic helps to understand reader interests
Much of our traffic to this blog is from customers and partners, looking for company and product updates. We also serve a number of readers from the wide-ranging call center industries. In order to serve them better, every now and then I'll examine our recent keyword traffic to see what web users ar …
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Virtual Observer Tips: Dynamic User Layouts
Do you ever want to change the layout of your screen area during playback of calls?With Virtual Observer's (VO) dynamic views, you can eliminate data windows, resize certain components, and save your current layout as a different or preferred layout. The next time you go to use VO, the screen will a …
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Featured Call Center News Source: CallCentreHelper.com
When we ran our story on new call center news sources, we spotlighted a few which we wanted to check out. Shortly after, I received a form submission detailing another resource: CallCentreHelper out of the UK.Site description from their submission: "Call Centre Helper is the most popular online call …
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More call center news sources
Occasionally, I try to take inventory of all of the various call center news portals, blogs and news sites which I have managed by Google Reader (a great tool for reading RSS feeds), and remove the ones whom I never read.Here are some of the newer ones I've found which I'll be evaluating. If they pr …
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Automating and creating custom call center performance reports
Do you run certain reports every day, week, or month (agent performance, question performance, etc.)?It's easy to use our automated report scheduler and have the report run automatically according to your schedule. You can then have the report print to paper, create a .pdf or attach to an email. Nee …
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Happy Friday: Call Center News Stories
A Healthy Work EnvironmentSitel Philippines, a call center organization, possesses a distinctive healthcare program that takes great care of its employees. ???Our Health, Our Wealth,??? was created to assist the call center agents with all of the hardships that they have to deal with. When it first …
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What makes a good partnership?
In selecting good partner candidates, we have to be extremely particular. We want to make sure that the relationship will be mutually beneficial. At CSI specifically, we are work with industry leading phone system integrators who have sales teams with experience and proficiency in solution selling. …
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Employee Development Tip: Do You Hear What I Hear?
Today's "Employee Development Tip" is a tried and true method for training call center agents.Allow your agents to hear themselves.Typically performance gains realized from listening to themselves speak to customers are one of the first benefits recognized after implementing Virtual Observer.Often, …
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Submit your telecom company for consideration...
One new feature in our blog this year is a "Featured Integrator of the Day" - where we will profile telecom companies who are leading the way with integrated services and unified communications, offering a wide range of services complimenting their supported phone systems. At the heart of these comp …
Virtual Observations - The CSI Call Cen..
