Avaya just published a success story detailing Virtual Observer's impact on the ever-scaling Results Group's quality initiatives.
Some highlights:
* Results Group expanded their operation by opening 23 new contact centers across North America and Europe.
* Results Group needed a scalable call recording and quality monitoring solution that could accommodate their aggressive expansion and still provide excellent value to price.
• The number of successfully recorded calls has risen to more than one million calls per month
• Staffing levels have increased to more than 4,000 agents
• New agent training is completed in a fraction of the time
• Quality levels have risen dramatically
Please read the full Avaya success story here.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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