Call Recording Featured Article

At a recent Christmas party, a friend of mine shared a story regarding Santa. She explained that as her family always traveled for Christmas, Santa would visit their house early and leave the family’s gifts under the tree. This activity demonstrated proof that Santa was real—as it was the only way he could get to all the other houses on Christmas Eve; those who traveled received their presents early so he had more time on the Big Day.

And, speaking of the Big Day—which is now just a few short days away—Coordinated Systems, Inc. (CSI (News - Alert)) has reported on a recent Santa success story of its own. It seems that CSI’s VO Community Workforce Management software has been successfully implemented by the North Pole to ensure the increasingly high demand for delivery accuracy is met through proven methods both before and on Christmas Eve. The call recording solutions provider is excited to help this very important operation meet demand. 

According to a post on the company’s Virtual Observer blog, the growth rate throughout the world has created a need for highly trained, multi-skilled elves, as well as remote assembly facilities. As Mrs. Claus has traditionally been responsible for the scheduling and training of elves and isn’t one for technology, the status quo was rarely challenged. She recently changed her mind, however, when reports of lapses in the quality of toys, delivery cycle times and unforeseen staffing costs came to light.

An in-depth investigation into workforce management and call recording technologies helped Mrs. Claus to discover Virtual Observer Community Workforce Management. She was intrigued by the onsite training professional services and real-time agent adherence. With primary concerns of price, ease of use and scalability, the Virtual Observer solution stood out among competitive offerings. Plus, Mrs. Claus could implement the solution within the North Pole’s call center, making it much easier for agents to manage the requests for wish list submission and elimination from the naughty list.

Now, Mrs. Claus and her team of supervisors can use call recording and other monitoring technologies to ensure the highest level of quality interactions in the call center. Plus, cross-channel integration ensures that web chats, SMS messages and emails are all handled with the same efficient care as traditional phone calls. The center is now properly staffed at all times, thanks to real-time visibility into traffic forecasts.

The most important point is that this level of dedication to quality customer care will ensure the consistent customer experience. Regardless of location, travel plans or requests, the North Pole will be able to meet expectations for years to come.