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May 10, 2013
WFM integrations done right: Avaya

April 16, 2013
Experience, Synergy and Integration Provides Virtual Observer Community WFM with an Advantage

February 22, 2013
Workforce Management IT Checklist

February 21, 2013
Driving Collections Compliance with Call Insight Speech Analytics

February 21, 2013
Speech Analytics Helps Drive Customer Experience

February 21, 2013
Marketing/Teleservices firm improves quality as call center grows

February 21, 2013
Guest Post: Today's Call Centers Are Reborn With Multi-skills, Multi-Channels

February 21, 2013
Power to the people: Agent Portal for Virtual Observer 4.0

February 21, 2013
The Right Approach to Workforce Management

January 8, 2013
CSI adds experienced workforce optimization salesperson to partner channel sales team

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Hot Topics: Virtual Observer Call Monitoring

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"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
Childrens Memorial Hospital