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July 27, 2006
The Virtual Observer (VO) VoIP call quality monitoring suite offers a heightened level of security and payment card industry (PCI) compliance.

June 19, 2006
Top 10 ways that Virtual Observer creates better trained agents

June 7, 2006
Start Small and Think Big!

May 23, 2006
Virtual Observations # 3

April 19, 2006
Top 10 tips to conducting a successful quality monitoring implementation

February 20, 2006
Virtual Observations # 2

February 16, 2006
Crutchfield turns up the volume in its' call center quality assurance

January 11, 2006
Day-Timers, Inc. selects CSI for call center monitoring and QA

November 2, 2005
CSI debuts their call center industry newsletter

November 1, 2005
CSI relaunches website to coincide with product upgrade

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Hot Topics: Virtual Observer Call Monitoring

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"Our customer service skills have improved considerably and staff members are much happier in their jobs because everyone is accountable for excellent customer service. The Supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use. The staff members really enjoy the feedback from the supervisors. One of our biggest customer service issues was that when a call was processed incorrectly we did not know where the point of failure occurred -- now when a call is processed incorrectly we can go back to the call and listen and see what happened. We can then update our database or make process improvements."

- Jane Adams
Sacred Heart Health Systems