"Dear CSI, I am the Director of Customer Service with Cooper Crouse Hinds in Syracuse NY. Upon starting my new position in June 2005, it was my imperative to improve our customer service to world class levels while maintaining our current output. Included in my short and long term stratgey was training and assessment of performance. I realized we had an older version of Virtual Observer and used is sparingly to listen to my team of CSR's. The CSI team was able to talk us through an implementation plan as well as train us on the new functionality. I am extremely pleased with the new functionality -- it provided a great value to our organization. I am routinely listening and evaluating our agents, and package day to day calls for upper management to review."
- Steve McQueen
Cooper Crouse Hinds