Many customers end up incorporating process changes once they experience Virtual Observer’s flexibility and full capabilities through our onsite training.
One recent example is the ability to send evaluations, calls, or recorded chats back to the agent via our Agent Portal and E-Learning feature set.When customers learn this kind of automated coaching is available, they often incorporate it into their actual everyday processes, reducing a training cycle time from what used to be 3 days on average, to mere hours.
Another interesting process changes had a client utilizing the system’s Agent Types and Agent IDs fields for KPI reporting.
They were able to create these Types and IDs to match their financial cost centers and then they ran performance reports by Agent Type in order to view KPIs into their reports by cost center.
This scenario shows the depth of our reporting as well as the ability to slice and dice the data in many different ways and also shows how users can customize the use of the Agent descriptive fields for many possible applications.
Of course, every user can customize their Virtual Observer dashboard layouts (see a sample screenshot above) in order to bring their important metrics to life.