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Cigars International Rolls up a Bundle of Workforce Optimization Features to Help Bring Their Vision of the Customer Experience to Life
Date:1/29/2013

e Virtual Observer suite, to help take the quality assurance process to the next level. When asked about return on investment from speech analytics, McDevitt answered “One really important insight was a change needed in our training model. We suffered from the ‘whisper down the lane’ syndrome. Even though we were providing comprehensive training materials with talking points. Even though we delivered those materials several different ways (classroom, desk side, email). We found that shortly after training the talking points took on a life of their own and became something else. Often times wrong information would evolve. It would have been days or weeks before we would have uncovered this, with speech it was in one afternoon. While we still have the same training materials and methods of training, we’ve added good and bad calls with screens captures. We also added mock calls/role playing.

The value in the resulting data generated by the speech engine is not limited to the Contact Center. “We’re just touching the tip of the iceberg on what Marketing can get out of speech. We’ve used it a number of time already to gauge the customer response to a marketing effort. We’ve used it a number of times to hear what our customers are saying about a particular topic or item and then we’re crafting promotions based on those findings,” McDevitt added.

About CSI
Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction. For more information, please visit http://www.csiworld.com.

About Cigars I
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