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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!