News : CSI Releases The Virtual Observer (VO) Live Webcam
East Hartford, CT, Oct 22, 2013 -- Coordinated Systems, Inc. announces the release of the Virtual Observer (VO) VO Live webcam feature.
The Virtual Observer (VO) Live Webcam is a feature that was developed from listening to our customers who wish to learn more about smart phone abuse and other distractions that lead to agent performance issues [#’s of calls per hour, out of adherence trends, fraud prevention, safety and security (reviewing what actually occurred during unplanned emergency events)].
Supervisors can now use VO Live to monitor agent motion and activity, facial expressions, body language, behavior patterns, employee code of conduct and ethics.
This new feature is a logical extension of the original call monitoring goal: to make your agents the best they can possibly be. The feature, intended to be another performance tool in your contact center’s utility belt, can be enabled or disabled for environments who wish to not have web cam capabilities.
The new webcam feature also presents itself in the playback experience, allowing supervisors to watch what the employee was doing on their PC while they were interacting with a caller, at the same time they can hear the conversation and view what is captured from the screen. This will allow the evaluation process to now include all agent perspectives, from their voice, to their screen and now their body language and behaviors (such as smart phone usage when out of adherence or during extended hold times or when writing down credit card numbers).
Posted by Veronica Silva Cusi, news correspondent
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About Coordinated Systems, Inc. (CSI):
Coordinated Systems, Inc. delivers enterprise ready call recording and workforce optimization for contact centers. Our robust WFO solution offers Call Recording / Quality Monitoring / Interaction Scoring & Evaluation / Rules-Based Screen Capture / Performance & Trending Reports / Dashboard Analytics / Agent Portal & E-Learning / PCI Compliance / Speech Analytics / Desktop Analytics / Workforce Management / Surveying,
Published: Wednesday, October 23, 2013