Customer Success StoriesA. Duie Pyle leverages call center monitoring for their logistics business
LFCU uses Virtual Observer to help deliver timely customer service
Harry & David scale up their call quality monitoring for the holidays
Results Companies Inc. selects Virtual Observer to rapidly create better trained customer service agents
Day-Timers, Inc. selects CSI for call center monitoring and QA
Harry & David
"One of the immediate benefits was our ability to monitor that large influx of new associates we have at our season. Being able to give them feedback on their performance quickly and correct areas where they are having trouble has lower our attrition, during that critical period, and saved us money. We highly recommend Virtual Observer for other e-commerce contact centers. The features, cost, and ease of use along with the good customer service provided by CSI makes this system an excellent choice."
- Jason Phillipson, Director of Planning Customer Operations
Childrens Memorial Hospital
"Kids Doc at Children's Memorial Hospital, Chicago installed virtual observer in June 2007. We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management's ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families."
- Tobey Aronsohn, RN, MSN Director-Kids Doc
Lockheed Federal Credit Union
"I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!"
- Kara Fitzgerald, Director, Call Center Sales & Service
"What I like most about Virtual Observer is the security: PCI standards, Internal Security, Ease of use - It can't be a training nightmare (which VO isn't), many front-line supervisors aren't the most tech savvy; so it should be simple. Customization and flexibility: Being able to integrate with different phone systems, Customizable reports, Customizable columns/fields"
- Todd DeBoer, Operations Support
"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 of service. We recognized that in order to raise the bar (to become the company of choice) we need to do something more, continually improve on call quality. After a lengthy due diligence we chose VO as the application to assist us in our quest to be number one. Virtual Observer has provided us with exactly what we need to guide our representatives to success. I have used several applications in my career and this system is as straightforward as you can get. The support team made training and implementation a breeze; making the bottom line cost of the entire application very affordable."
- Stephen McDevitt, Call Center Manager
"The most important use of Virtual Observer for us is the ability to replay calls. This allows us to evaluate how well our reservations agents are doing and if they are meeting Five Diamond standards on every call. It has proved to be an essential training tool for us."
- Zane Robinson, Bungalow Reservations Manager