Virtual Observations

Five Ways Workforce Management Will Improve Your Contact Center

Providing a superior customer experience grows increasingly competitive as technology progresses. Contact centers are finding ways to increase profitability while meeting customers exactly where they want to communicate, and technology such as workforce management is helping them do that. Whether your contact center considers a cloud-based call recording approach or an on-premise one to adopting …

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The Top Five Qualities to Look for in a Premium Quality Management Solution for Contact Centers

Maintaining contact center quality assurance is every contact center’s persistent challenge. While contact center managers and agents may be bent on providing the most superior customer experience, ensuring that every single interaction is up to par can remain a thorn. With potentially hundreds or even thousands of agents in a contact center, how can the …

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The Five Benefits of Speech Analytics in Contact Centers

The use of speech analytics and tools that include artificial intelligence are enabling contact centers to reach customers like never before. Contact center solutions that employ speech analytics are giving agents unprecedented ways to address customer needs and improve their businesses. Below, we dive into how speech analytics sends contact centers ahead of their competitors …

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Coordinated Systems Inc. (CSI) Rebrands as Virtual Observer

Rebranding focuses company identity on the success of the Virtual Observer platform as an industry-leading provider of Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solutions EAST HARTFORD, Connecticut, Oct. 1, 2019 Coordinated Systems, Inc., an industry-leading provider of Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solutions, has announced that the company has been …

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Virtual Observer Omnichannel WFO Solution Is Now Available in the Oracle Cloud Marketplace

    Virtual Observer – Oracle Cloud Marketplace Partner Coordinated Systems, Inc. (CSI), a leading provider of Workforce Optimization (WFO) Solutions and Silver level member of Oracle PartnerNetwork (OPN), today announced that its Virtual Observer Omnichannel WFO Solution has achieved Integrated with Oracle Cloud status and is now available in the Oracle Cloud Marketplace, offering added value to …

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Employee Engagement is Essential to Workforce Management

Employee Engagement is Critical to the Success of an Enterprise Workforce Management program. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients. Senior executives, as a result, are increasingly targeting …

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