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February 3, 2010
Health System Provider Extends Quality Process to Call Center Using Call Recording...

January 19, 2010
Virtual Observer & Server Virtualization: Lean, Green & Mean

January 19, 2010
These are the rules of business...in call logging terms, that is.

January 19, 2010
An Opinion on Social Media and the Contact Center

January 19, 2010
Call Center Agent Training: Onsite vs. Webinar Training

December 1, 2009
Quick List: Benefits of Quality Monitoring

November 5, 2009
Nex-Tech implements Virtual Observer for automating customer service initiatives

October 1, 2009
Demystified Enterprise Call Recording

August 20, 2009
Computer Generated Solutions moves forward with Avaya call recording solution

August 5, 2009
Chicago-based Advocate Physician Partners implements quality monitoring system

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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