Contact Center Solutions Featured Article

Coordinated Systems, Inc.'s Agent Portal Gives Agents Better Visibility into Quality Process

November 02, 2012

To provide a closed loop quality monitoring process and give contact center agents a sense of ownership, Coordinated System has developed a Virtual Observer Agent Portal. Using the portal, agents can view peer statistics, play back their own calls, respond to evaluations and create their own reporting dashboards.

Agent Portal eliminates the perception of big brother from the quality monitoring concept, and gives agents control over their performance and activities.

The concept of Agent Portal was initiated with “VO Live,” an agent assistance tool that allows supervisors the ability to view agent desktops live in real time. To complement that, with Agent Portal, agents are empowered to request assistance from their supervisors, or when permitted, their peers.

Agent Portal provides the functionalities existing in Virtual Observer’s e-learning services, including the ability to have training material assigned to an agent based on their scoring results. Agent Portal enhances this feature by providing task completion notifications for the agents, which can be viewed by the supervisor in Virtual Observer.

Chatterbox is the newest feature provided in the Agent Portal suite. It delivers a chat-like service that can be used for one-on-one of group discussions. Users with proper permissions are able to initiate a chat. Chat groups can be saved by the user to easily access them later.

Chatterbox users can also ask questions, share tips and save messages to their “Scratch Pad,” a note-saving feature in Agent Portal.

“We’re so jazzed to bring these additional capabilities to our customers. We think enterprise contact centers will embrace this technology to create excitement within their agent groups. The excitement will help translate the usual call monitoring process to greater employee productivity gains. We have more enhancements forthcoming in 2012 for Agent Portal which will only increase the value inherent in this feature suite,” said Rich Marcia, director of Marketing for CSI (News - Alert), said in a statement.

The service gives users the ability to personalize their Virtual Observer profile as well, by adding their picture or choosing the layout theme of their choice for the application. Virtual Observer Agent Portal is also deeply connected with Virtual Observer’s Web interface, allowing agents to log into the tool from their Web browser.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!