A Bright House Customer-Care Supervisor Is an Observer
Cable Operator Deploys Volicon Observer to Monitor Customer Interaction
By Linda Haugsted -- Multichannel News, 6/27/2007 9:52:00 AM
Bright House Networks installed monitoring technology at its customer-care offices that allows supervisors to view workers as they interact with customers and archive transactions for 60 days.
The system, Volicon Observer, is a streaming-video engine and player. From a Microsoft Internet Explorer interface on computer desktops, supervisors can log on daily to analyze service performance, as well as search and retrieve video clips, locally or remotely, to be used for coaching opportunities or to develop documentation relating to customer-service claims.
As each day's footage is recorded and stored, the oldest content is automatically dumped from the system to maintain two months of backed-up footage.
"The Observer system gives us functionality similar to that of a security system, but with extended storage capability and a much better broadcast-quality picture that provides smooth playback on a full-screen display," said Dale Looper, engineering and program-operations manager at Bright House, in a prepared statement.
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