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

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!