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Coordinated Systems Proves: Onsite Onboarding Proves Beneficial to New Customer

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Coordinated Systems Proves: Onsite Onboarding Proves Beneficial to New Customer

June 26, 2015

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By Rory J. Thompson,
Web Editor
 


Call centers have come a long way from the time when it was just a person at a desk, speaking on one call while those on ‘hold’ were indicated by a row of blinking lights on the operator’s phone. Today’s now-named ‘contact centers’ utilize multiple channels such as SMS, Web chat, social media and email to help callers, fix their problems and leave them with a good feeling about the interaction, instead of frustrated and angry.


Coordinated Systems, Inc. (CSI (News - Alert)), a leader in the industry, has evolved its solutions over time so that its business has thrived on building high-quality, long-term relationships with customers and partners. Its flagship product, Virtual Observer (VO), is a call recording and quality assurance solution for contact centers. VO is making inroads against competitors by offering a robust, user-friendly feature set that provides high value and exceeds client requirements while enhancing customer satisfaction.

Evidence of that satisfaction was highlighted in a recent blog post by CSI, which told an onboarding success story of a new customer in Ohio.

“When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers,” CSI wrote. The Avaya (News - Alert) call recording project proved to be an unquestionable winner, as evidenced by the training feedback received.

Senior administrator Jared Wojcikowski provided a review of their new solution and the onsite training experience.

“From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases,” Wojcikowski noted in his comments following the project. “Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately. Considering our relationship with CSI so far, I have little doubt about future success with the Virtual Observer call recording solution, and obtaining the results we desire from our investment.”

“We were extremely impressed with CSI’s delivery of training and their professionalism,” he added. “The trainer was incredibly punctual and well prepared. CSI effectively delivered the Virtual Observer training across many different learning styles. Not only did they answer every single question with precision, they were able to calm any user concerns by making necessary adjustments on the spot.”

Having the training performed onsite really drives home the point that a contact center worker benefits not only from the tools they’re given, but also from the people training them on how to best use those tools. “Across the many questions that were fielded, CSI exhibited absolute patience and a clear/thorough understanding of the software,” Wojcikowski added. “The sessions were a big representation of what CSI stands for and what they deliver to their customers.”




Edited by Stefania Viscusi
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