Workforce Optimization Software Featured Article

Virtual Observer WFM Delivers Agent Adherence and Schedule Optimization to Contact Centers

November 28, 2012
By Amanda Ciccatelli - TMCnet Web Editor

Scheduling the right number of contact center agents to be taking calls at the right times is a difficult job. Oftentimes, there are too many agents scheduled at one time of day and then at peak times, there aren’t enough to handle the influx of customer service calls, resulting in low service levels. So, how do you create a balanced agent schedule in your contact center? 

Today, Coordinated Systems, Inc. (CSI (News - Alert)) introduced Virtual Observer Community Workforce Management, the newest component in its Virtual Observer call recording and workforce optimization suite.

“Our customers’ workforce management teams can now easily execute schedule and forecasting strategies with just a web click,” said Rich Marcia, marketing director for CSI.

Founded in 1972, CSI has experienced success from building quality, long-term relationships with its customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization (WFO) solution for contact centers.

At a low cost of ownership, VO Workforce Management (WFM) enables contact centers to produce an optimized work schedule, forecasted schedules, adherence reporting, shift bidding, and more. VO Community WFM uses five forecasting methods using Erlang, historical data and algorithms to meet requirements.

"Community was hands-down the right workforce management option for us, our customers and our partner channel. Community WFM tops off our workforce optimization solution, instantly making Virtual Observer a logical choice for contact centers who not only want to record and evaluate their customer interactions, but also make sure the right agents are in the right seats at the right time, and all at the right price," explained Marcia.

CSI received tremendous demand from its channel partners to deliver WFM along with recording, speech analytics, desktop analytics, dashboard, performance reporting, etc. that would complete the Virtual Observer WFO suite. So, CSI’s searched a long time for the right technology because the company was looking for technology able to scale to enterprise-class implementations at a price which removes barriers of entry, and be easy to use with seamless integration.

“While ‘WFO’ may seem like a buzzword, it's very real in the enterprise contact center world. Our resellers and partners appreciate the value of having a single partner being able to confidently deliver an entire suite of quality solutions to their customers,” Marcia told TMCnet.

VO Community WFM is openly architected, browser-based and utilizes similar development platforms and database formats as VO. It is an enterprise WFM solution responsible for delivering specialized tools to schedulers, supervisors and agents. Additionally, the application can be customized for enabling or disabling the solution’s hundreds of features. The solution also caters to the agent, offering a virtual agent swap board and interactive agent bidding.

Marcia said, “Schedule forecasting is imperative to contact centers in that an optimized schedule will often yield a more efficient workforce, not only in quality of work performed, but in efficiency gained.”

Are you looking for ways to accelerate agent performance? To learn about the top 10 ways to boost agent performance, click here.

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Edited by Jamie Epstein

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