Call Recording Featured Article
CSI's VirtualObserver Backed by Talent and Passion
Call recording and monitoring software is essential to the quality assurance process, and can automate many of the tasks you specify for your customer service team. But while call recoding software is available from many vendors, what differentiates a complete and quality solution is the team behind it. In the case of Coordinated Systems Inc. the software is backed by a team available to answer any questions that arise during your day to day call recording needs.
For example Blake St. John is a highly technical and organized CSI (News - Alert) engineer in charge of managing a stable of customer implementations, St. John also oversees technical server specifications and configurations for turnkey server projects at CSI. As St. John indicated in a recent interview, part of the reason CSI is so successful in its deployments is that each member is passionate about the company’s project.
“The projects I really dig into are the ones that make people’s head’s spin; where you go into these international organizations and build these recording and QA solutions that span the globe. They are the systems with over a thousand agents and hundreds of different components in all different countries that tightly integrate into one custom solution. Those are the solutions that after you design it and then build it, you sit back and look at how well everything flows together and how seamless it is,” St. John said.
CSI's Customer Service and Training Manager, Dennis Vincent handles the instruction of new customers helping them to better understand and use the Virtual Observer suite of QA solutions. Vincent’s passion for his work is another reason why customers of CSI benefit so readily from their decision to use the service.
“I feel very fortunate to have the opportunity to travel around the country, introducing Virtual Observerto our new customers and providing on-site training in the use of the software, giving me a chance to meet our customers. I get a feel for their business needs, and help them learn how we can help them achieve business goals. It is a pleasure to get to feel like a “member of the team during my visits. I learn from my customers on each visit, and hopefully may have a unique insight for each customer based on my previous on-sites. There are many ways to ‘skin the cat’”, Vincnet says of the position.
A team like CSI’s is more than the sum of its parts. By offering support to anyone looking for a pertinent quality assurance strategy, the company has solidified itself as a leader in the space. For more information on CSI and its Virtual Observer suite check out their website: here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Chris DiMarco