2018-09-11 14:16
From the Zendesk Blog:In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white graphics and limited gameplay, the table tennis game kic… Read More
Blog Directory > Business Blogs > Companies Blogs > Virtual Observations - The CSI Call Center companies Blog >
Virtual Observations - The Csi Call Center Blog
call-center-stories.blogspot.com
corporate blog for Coordinated Systems, Inc., developer of Virtual Observer. Blog includes call center news stories tips for improving the call center agent performance, as well as content for call center supervisors, agents, vendors and managers
2018-09-07 16:05
Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible p… Read More
2018-03-20 14:14
- FAQs:Add a frequently asked questions page on your website as part of a self-service initiative. Customers can reduce effort by quickly searching and finding the answers to their questions… Read More
2018-01-15 17:47
The cloud contact center layout presents a standard foundation to provide a stable and ever scalable platform, allowing customers an affordable way to offer sophisticated omnichannel custome… Read More
2018-01-14 20:22
The cloud contact center layout utilizes virtualization as a standard foundation to provide a stable and ever scalable platform, allowing customers an affordable way to offer sophisticated o… Read More
2017-11-16 16:24
These 3 takeaways are from a well written article on the Agility PR site.* In a customer service survey, only 19 percent of respondents trust completely what brands say on their website. Ins… Read More
2017-11-03 18:52
This story was originally created on https://www.zendesk.com/blog/providing-great-customer-experience-holiday-rush/ In a Zendesk Research survey, they found that ticket volumes can incr… Read More
2017-06-05 13:41
Coordinated Systems, Inc. (CSI), of East Hartford, CT, a member of the Cisco Solution Partner Program is making it incredibly logical for Cisco MediaSense customers to transition seamlessly… Read More
2017-04-20 14:02
This informative article was originally published by Steve Brubaker on Infocision.As a business owner, you have always maintained a traditional, on-site work environment. As such, your conta… Read More
2017-03-16 19:28
This informative article was originally written by customer experience expert Blake Morgan.We all have good intentions. We wake up, stretch, brush our teeth and think “it’s going… Read More
2017-03-14 05:00
Linda, a contact center supervisor for a large BPO, is at her desk on a Monday afternoon when she has an epiphany. “Something is not right”, she says to herself. “Its Monda… Read More
2017-01-31 15:39
Saving money is no longer the top reason to implement cloud services, say top CIOs. The use of cloud has evolved so that IT leaders think of it as the tool to help them achieve a wide… Read More
2016-12-29 21:14
Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room… Read More
2016-12-19 21:23
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty a… Read More
2016-12-12 19:09
Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushed off your feet, you can’t afford fo… Read More
2016-11-30 17:56
Technological trends have set the stage for a new level of customer support and satisfaction. In fact, the way that companies interact with their customers has changed just within the last t… Read More
2016-11-23 17:48
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e.How 3 non-profits approach #CustomerService* Exp… Read More
2016-11-21 20:18
Have you heard the story about the guy who walked into a Nordstrom store to return four snow tires? In 1975 a man pulled up to a store with four snow tires in the bed of his truck. He had bo… Read More
2016-11-21 17:28
In my exclusive column for CustomerThink last month, I shared my “top tips” for creating the right culture to enable an organisation to become genuinely customer centric.from Poc… Read More
2016-11-18 21:41
Can a single tweet topple a great company? It hasn’t happened yet, but a chorus of unhappy tweets from a group of unhappy customers can do a lot of damage to a company that isn’t… Read More
2016-11-18 19:50
We're in the midst of a major workplace transformation. For centuries, the focus was on task-oriented laborers, whose primary output came from their hands.#EmployeeEngagement and Workforce T… Read More
2016-11-18 15:19
For a call center to function properly, you will require trained and competent professionals, the best call center software and implementation of proper protocols and workflows. Now, finding… Read More
2016-11-18 15:19
SMB Cloud #WFM solution from CSI yields fast returns for ListenClearFacing a challenge due to their surging growth rate, Listen Clear set out to find an affordable and scalable workforce man… Read More
2016-11-10 18:29
When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.from Pocket h… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-09 17:21
I’ve lived in Oregon for a year now and I can say without a doubt that the summers here are incredible. For those that love the outdoors, it stays green and doesn’t get too hot o… Read More
2016-11-09 17:21
For comparison, KFC had a "thank you" rate of 84.9%. McDonald's rate was 78.4%, putting it in 14th place out of the 15 chains analyzed. In 2015, Chick-fil-A generated more re… Read More
2016-11-08 13:54
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to your profits and business success.from… Read More
2016-11-08 13:51
The contact center community tends to gravitate toward mantras, buzz phrases and movements. Over the years, concepts like “the customer is always right,” “the multichannel… Read More
2016-11-03 21:28
Having worked in contact centers installing OMS and ERP systems in hundreds of multichannel companies, we know the value they bring to your business. Here are some of the ways: In stark cont… Read More
2016-11-02 19:28
Disruptor. It’s a digital-era buzzword that usually applies to companies leveraging new technology and introducing new business models that are leaving incumbents in the dust. But arme… Read More
2016-10-26 15:22
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include language about providing a superior customer experienc… Read More
2016-10-20 14:57
Customers are unique — and your contact centers should reflect their diversity. When you go to your local grocery store do you notice how many kinds of the same products there are? How… Read More
2016-10-19 13:10
Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her digital life through a collection of social apps, from… Read More
2016-10-18 13:25
Our new recording method has been developed with customer value in mind, providing an affordable licensing model and an extremely robust WFO feature set which has never previously been avail… Read More
2016-10-17 14:55
Nearly every company today is focused on product innovation, pricing and automating various aspects of their business to improve the customer experience.from Pocket http://ift.tt/2e21IS0via… Read More
2016-10-17 14:55
A personalized, engaging customer experience is critical for the success of any marketing initiative in the modern landscape.from Pocket http://ift.tt/1Ajh0pnvia IFTTT* Explore the options a… Read More
2016-10-13 15:22
The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number of competitors, during the past 12 months.from Pocket… Read More
2016-10-12 15:16
For a long time, the contact center was nothing more than a place where customer complaints went to die. An agent’s objective was to simply note the issue and try to resolve it as quic… Read More
2016-10-12 13:09
One of the blessings and curses of being a contact center leader is that you become the target of sales people vying for your time so they can sell you on the next big thing to improve your… Read More
2016-10-10 13:42
Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build… Read More
2016-10-09 00:12
Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of da… Read More
2016-10-07 19:57
While these axioms tend to be overused, they are nevertheless true. When it comes to the contact center, many business owners and managers settle for good when they should have the best.from… Read More
2016-10-07 18:57
By Steve Brubaker, InfoCision Chief of Staff Change is all around us. The leaves are falling. The air is getting crisp. As we turn the corner into fall, feed off of the seasonal energy and u… Read More
2016-10-07 18:57
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice.from Pocket http://ift.tt/2dS8QeDvia IFTT… Read More
2016-10-07 18:42
Do you agree that exceptional customer service begins with the hiring process? Having the right people on board to do the customer service job is the first step towards delivering outstandin… Read More
2016-10-07 18:42
Tech-driven innovation has spurred tremendous change across a broad range of entrenched industries in recent years, from entertainment (Netflix) to transportation (Uber) and everything in be… Read More
2016-10-07 18:42
These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps.from Pocket http://ift.tt/2cXvlTtvia IFTTT* Explore the options… Read More
2016-10-07 16:27
Providing support for global operations is a serious endeavor, but with the right contact center technology, it’s doable. Globalization presents a wide set of challenges, and approachi… Read More
2016-10-07 16:20
You want to move the contact center to the cloud. You also want to use O365 or Skype4B. You not only need the cloud contact center service, but you need to use a migration path that is easy… Read More
2016-05-03 17:18
A multi-thousand seat Business Process Outsourcer (BPO) in the east has seen an increase in repeat calls for similar issues. After doing some research and analysis, it was discovered ag… Read More
2016-04-27 18:40
An enterprise healthcare provider in the Midwest has seen an increase in their average handle time and a reduction in the overall number of calls, chats,& interactions handled over the l… Read More
2016-04-19 14:18
This customer profile features a Fortune 500 clothing retailer, which includes a chain of popular women’s wear outlets and has multiple contact center locations in the eastern United S… Read More
2016-04-13 20:28
Facebook seems to be heralding a new age of customer service with their recent announcements coming out of their big conference. Bots will be available for Facebook Messenger to help ease th… Read More
2016-04-01 12:38
On the heels of yesterday's announcement of the integration between Virtual Observer and Zendesk, as well as Tuesday's blog post by Zendesk, it is important that we examine all the various d… Read More
2016-03-19 18:53
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 proba… Read More
2016-03-19 18:53
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 vers… Read More
2016-03-19 18:53
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… Read More
2016-03-19 18:53
Many customers end up incorporating process changes once they experience Virtual Observer's flexibility and full capabilities through our onsite training.One recent example is the ability to… Read More
2016-02-02 11:18
CSI is excited to announce details of an integration of the Virtual Observer Workforce Optimization suite with Clarity Connect, the leading Contact Center suite for Microsoft Skype for Busin… Read More
2015-11-18 15:44
There are many productivity apps available on the Android or Apple marketplaces which can help streamline a contact center supervisor's workday and even work in conjunction with the various… Read More
2015-08-03 13:59
Introduce your agents to what you're trying to do with your speech analytics technology - discover keyword phrases which indicate trends. They may be able to help you develop your list of ph… Read More
2015-06-12 13:23
When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers.New CSI customer Butler County, Ohio, an Avay… Read More
2015-05-05 20:28
Webcam recording and monitoring can have tremendous benefits on your contact center quality monitoring initiatives.Webcam monitoring can help your supervisors learn where there needs to be i… Read More
2015-03-02 21:33
CSI's workforce optimization solution offers a differentiating feature suite called the Agent Portal.The Virtual Observer Agent Portal allows an agent to access their own recordings and eval… Read More
2015-02-10 21:27
Don’t we all love having the freedom for individuality and truly making something our own? Our Virtual Observer web interface allows you to do just that through our options for account… Read More
2014-12-18 09:00
The right elves in the right seats at the right timeManufacturing toys has evolved from simple wooden assemblies to sophisticated electronics and robotic creations. Google Santa Tracker… Read More
2014-11-03 18:47
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 annou… Read More
2014-06-25 15:14
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 G… Read More
2014-06-17 14:03
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 Virt… Read More
2014-06-03 15:26
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.A… Read More
2014-06-03 15:24
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 i… Read More
2014-04-03 14:58
There are many different ways to connect with us here at CSI.Among them:LINKEDIN:Our LinkedIn page is a great introduction to CSI and our capabilities. It's a good way to reach call center p… Read More
2013-11-01 17:59
CSI releases a new call monitoring feature which can utilize agent webcam feeds as an added security and performance measure, continuing a proud string of groundbreaking innovation with the… Read More
2013-11-01 17:58
You've invested in a sweet new technology platform which records all of your calls.Great start. Now what are you doing with them?Many contact centers have deployed quality monitoring tools f… Read More
2013-09-03 08:00
An enhancement was recently added to the Virtual Observer call recording and workforce optimization which allows users to quickly group calls based on similar characteristics. If you have an… Read More
2013-08-26 17:37
We've created a new "Call Avoidance" (CA) metric querying capability which gathers data relative to agents avoiding calls.Unlike more typical call center statistics such as "AHT" (Average Ha… Read More
2013-08-08 13:44
News rang out over the wires yesterday about our breakthrough DMCC Discounting Program for Avaya Customers and VARs. This Avaya-specific pricing adjustment which will present Avaya customers… Read More
2013-07-25 18:26
The Results Companies, a business process outsourcer (BPO) and Teleservices firm, was recently awarded the “Fastest Growing BPO Company of the Year” in the Philippines by IC… Read More
2013-06-28 20:00
In both workforce optimization (WFO) and Customer Relationship Management (CRM), "First Call Resolution" (FCR) is defined as meeting the customer's need the first time they call, thereby eli… Read More
2013-06-07 15:37
Having just gone to the annual Northeast Contact Center Forum, which is a great conference jam-packed with valuable contact center-focused content for its' audience.I did get a chance to tal… Read More
Subscribe to Virtual Observations - The Csi Call Center
Get updates delivered right to your inbox!