Virtual Observations - The CSI Call Center Blog
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Create virtual training libraries from recorded events
Did you know you can create virtual training libraries using Virtual Observer?You simply have to create a media list of your highest rated events and publish them to your company's web server. Make sure it's a secure server or directory, of course. You could then create several sub-directories from …
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Recent feedback from Virtual Observer users
We've seen a recent flurry of testimonials in our inbox. They're short and sweet, but they can really brighten the day, reaffirming the great jobs everyone on our support team accomplishes every day, even on the smaller tasks. It'd definitely great to get this kind of email in your inbox:"Thanks for …
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Speech Technology Basics, part two: Speech Analytics
"Speech Analytics": In relation to call recording, let's use an example of a Call Center Manager tracking spikes in call volume. In order to help figure out why, an advanced Speech Analytics tool would allow the manager to query a database for the highest used terms and determine what the customers …
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Speech Technology Basics, part one: Speech Recognition
I asked our director of product engineering to give me a few words for the blog that would present how speech technology can be used in the call center. He ended up giving me a whole lot more, and I thought it will definitely be something that others might like to read:There are many different flavo …
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What is the ultimate goal of your business?
As a representative of the sales and marketing team for Coordinated Systems, Inc. (CSI), I often have to define what our ultimate goals are for the year. Is it a # of new sales? Is it a # of new strategic partnerships? Is it purely a dollar amount? If you read Eliyahu Goldratt's book "The Goal", the …
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Virtual Observations' Greatest Hits
One of the best things you can do with Virtual Observer is to easily make "greatest hits" lists of their recorded calls with the best results. They can publish it to a cd, website, or their intranet and use it for training material. Agents can listen to it to hear a benchmark of what they can be str …
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Many options exist to enhance your call recording system
I happened to be reviewing our list of add-ons, and I was surpised at how many different options and tools have been released since our last release of product, 3.0. Many enhancements and new capabilities are automatically added into the core version of product, such as our exciting "Live Desktop" f …
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VoIP telephony options for startup call centers
One of my LinkedIn connections posed a question of which I thought the groups' answers may appeal to this blog's audience:Question:"What are the top sites to get information on VoIP telephony for a startup call center Answers from the group:"I have found this site as a good reasource for all my VOIP …
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Fast food call centers begin to emerge
It wasn't that long ago that we first noticed fast food call centers would begin utilizing call recording solutions in their contact centers to improve order taking accuracy and customer service (I believe it was Wendy's). Another story crossed my desk today, this time detailing how a Pizza franchis …
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Netflix contact center stresses personal touch
I actually found two articles related to Netflix's customer service operation. The gist is that they have removed email-based customer service and are pushing customers to call and talk to a human. This is designed to differentiate them from competitor Blockbuster.comHere is a excerpt from the Inter …
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Find a particular blog post interesting?
Now you can share it with your friends and colleagues through IM or text message. It's easy to spread the word about your favorite breaking story, helpful hint or industry news. See the little green icon in the top right hand of this post? Click it and a menu will open, allowing you to shout out abo …
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The benefits of screen capture for training
Most of the time, when we implement our enhanced screen capture functionality for a customer, it's not intended to catch occasional ebay surfing or other nefarious internet activity. The main benefit of capturing screen activity is to evaluate how agents are using your company's various applications …
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Updated List of CRM Companies
We posted a list of CRM companies that came up in Google searches in 2005 and we are now updating that list in order to include the new landscape of Web 2.0 companies as well. This list is in alphabetical order:absoluteBUSYabsoluteBUSY???s fast and simple services allow employees to effectively shar …
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Most frequently searched keywords for call center job seekers
If your company has a call center and you're always looking to fill seats, consider optimizing the careers web page on your corporate website. If you optimize your pages for these terms, and back it up with good quality content and links, you'll be sure to get a boost in your organic (free!) search …
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VoIP telecom provider implements Virtual Observer
We recently completed an implementation for a Cisco VoIP service provider. The company handles approximately 70,000 calls a day. They can now provide call recording capabilities, evaluation capabilities, and possibly screen capture capabilities to their portfolio of Cisco VoIP customers.The two days …
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CSI seeks to add new members to technology sales team
Our call center solutions firm is growing and we are looking for some dynamic individuals who will not only pound the pavement for our solutions but who will add to our team chemistry.The right candidate should have a high comfort level with technology and be proficient in conveying value in a solut …
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Quicklist of tips for call center agents
* Maintain a positive, pleasant tone, but if you are over-the-top cheery, a caller who is disgruntled may be annoyed by your vibe.* Ask your call center supervisors for training materials you can review during any down time. They will appreciate the initiative.* Keep track of your own stats. # of ca …
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More "Art of War" applied to the call center
This is the second in a series where we examine "The Art of War" by Sun Tzu, the oldest strategy book in the world, containing many lessons which can be reimagined for the contact center. Today, let's examine rule # 12:"12. Therefore, in your deliberations, when seeking to determine the military con …
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What phone systems do most of our call recording prospects have?
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - but we are compatible with many different models of Nortel, so it's a good fit.Our bread and butter compatibility has always been with Avaya phone systems - analog, digital an …
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6 Pownce invitations to give out
This isn't really call center-related, but I thought it was news worthy enough to post. Pownce is a new turbo-IM/forum tool that alerts you to news from your friends in social networks. For example, if everyone in your LinkedIn contact list used Pownce to make announcements, change status, or to let …
Virtual Observations - The CSI Call Cen..
