Category: Call Center Coaching

What is Call Center Performance Management? [Infographic]

Contact centers are under immense pressure to drive better results while cutting operational costs. We’re often inundated with hundreds of siloed system and custom reports, and inaccurate spreadsheets that track everything imaginable but lack true and timely insights. Getting to a place where you can effectively make decisions and manage operations doesn't need to be elusive.

Call center performance management breaks down the barriers and technical hurdles of consolidating, analyzing and acting on your performance data from multiple systems by putting it in a single location. Call center...

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Setting Call Center Quality Monitoring Goals

As we embark upon a new year, many of our organizations are looking to improveproductivity, increase the bottom line.  The idea is to find creative ways to improve performance.   In addition, it is understood by many executive managers that improvement derives from performance management and training.  For call centers, this can include enhancements to quality and training programs.  Here’s some food for thought as you begin your journey of process improvements as it relates to service quality.
 
1. Clearly define your goals. Get committed to goal setting based on what your customers deem as...
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Priority Dispatch and VPI Unite to Offer the Most Advanced Quality Assurance Solution for Emergency Communication Centers

 

VPI (Voice Print International), the global leader in public safety recording, quality assurance and Coaching systems,and Priority Dispatch,  the leading  provider of emergency call taking, dispatch and training systems, today announced that they have forged a groundbreaking strategic partnership. Leveraging decades of experience and expertise, the two companies have united their award-winning, first-class technologies to provide the industry’s single most advanced, integrated quality assurance solution. The companies will be demonstrating the integrated solution at the Navigator 2013...

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40 Best Practices for Better Public Safety Communications

Public Safety Best Practices ForumWe've complied 40 of the most innovative and useful best practices that were shared by the many PSAPs and experts that attended this year's regional Public Safety Best Practices Forum events and 'Top 40 Public Safety Best Practices' Webcast hosted by VPI, Priority Dispatch, Avaya, Avtec and Replay Systems

Better Hiring

1)     Schedule an ‘All-in-one-day’ Hiring Blitz – use to significantly speed up the hiring process. Job orientation, computer-based pre-employment skill tests, suitability screening assessments, application and supplemental background pre-screening questionnaire, and...

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Boosting 9-1-1 Dispatcher Retention with Consistent Quality Assurance

911 Dispatcher Quality AssuranceBest Practices shared at the Public Safety Best Practices Forum in Washington DC, September 26, 2013

9-1-1 call taker and dispatcher recruitment, screening, training, accreditation and retention were the dominant topics at the most recent Public Safety Best Practices forum – for a good reason. Stakes are much higher than for any other customer service contact center, and so the process from the day of recruitment to the first day of active duty is longer, more stringent, and far more expensive.   The cost of training a new PSAP employee is typically estimated in the tens of thousands...

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Know The Real Truth on Agent Performance and Workforce Optimization?

And have you really done what it takes to win the battle for customers?  Check the latest article from Ventana Research to find out.  

There is a lot of buzz around deploying systems and processes for multi-channel customer communications and self-service as a path to earning customer trust, loyalty and repeat business.  That is certainly commendable…but did you know that over 90 percent of customer communications are still over the phone?  Most people continue to prefer getting help by talking to people. Yet, Ventana’s research shows that many companies are still immature in managing their...

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QA & Training Tip - Compare Call Center Quality Monitoring Scores Against other Metrics for Operational Insights

An interesting way to review your quality monitoring scores is to compare them against all types of other call center performance measures. 

One of the most important comparisons is between quality monitoring scores and overall customer satisfaction scores. You should see a high correlation. Higher monitoring scores should happen as customer satisfaction scores go up and vice versa. If you don’t find this correlation, then you may be measuring the wrong things. Some call centers find that satisfaction scores may be slipping while monitoring scores are staying stable or going up. The reason for...

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QA & Training Tip: Coaching to Celebrate: Focusing Quality Assurance on Strengths

Coaching to celebrate simply focuses on all the positives that take place during the call. This is the coach’s time to reinforceeffective behaviors that you want to see repeated on future calls. Coaching to celebrate sessions are great for boosting morale and motivating your strong performers (or maybe just an average performer that had a strong call) to keep up the great work.

Remember when you celebrate a call, do so immediately and be specific with your feedback.

Ask questions to help agents reflect on the call center and company goals they are helping to achieve when they are succeeding on...

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QA & Training Tip - Keep a Call Center Quality Assurance Calibration Log

It’s a good idea to track key decisions points that arise during your call calibration sessions. A Calibration Log should contain the following: date, quality evaluation attribute, discussion points, and notes onany action items required to communicate the outcome to agents and others (supervisors, trainers, and coaches). 

Below is an example:

Date: Quality Attribute: Discussion Points: Action:
11/14/08 1.2 Verifies customer address and phone number What if agent verifies street address and not city/state/zip? Update Quality Standards Doc to include: Verifies address means street, house or apt. number,...
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911 Voice Logging Recorder Comparison – Legacy vs. Next Generation

911 Voice Logging Recorder ComparisonThe ways in which we communicate today are very different from the analog wired telephony world of 1968, when the nation’s first PSAP began serving the public. The advent of mobile text messages, mobile video, automatic crash notification systems, geographic positioning systems and other communications channels provide an exciting opportunity to provide faster and better emergency services. Leveraging these new technologies is just one of many reasons for the federal government-sponsored Next Generation (NG) 9-1-1 initiative. 

911 voice logging recorder systems in NG9-1-1 are evolving to become...

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Dodd-Frank Call Recording Requirements, Deadlines and Solutions

Dodd-Frank Call Recording RequirementsVPI was recently featured in Contact Center Association's Inbound Magazine in their special issue on 'What to Expect in the Contact Center in 2013.'  One thing is for certain, and that is trading floors and contact centers will be faced with implementing a series of process and technology changes in the coming year.

Authored by VPI's Vice President of Workforce Optimization Patrick Botz, the article 'Financial Contact Centers Face the Reality of Complying with Dodd-Frank' discusses the impact of Dodd-Frank call recording requirements, deadline dates and affordable call recording, analytics and...

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QA & Training Tip: Quality Monitoring for Voice of the Customer

A Continual Performance Improvement process makes use of technology, quality monitoring, and performance coaching to improvethe customer experience. Do you have a system in place to not just evaluate agent performance but also capture what your customer is telling you?

It all begins with call recording. When a call center records calls, it has the ability to collect and gain insights into the customer experience, even with incidental comments made during a customer service interaction. If only we were listening!

After calls are recorded, the next step requires the “human element” where quality...

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Smokin’! VPI rated a “Hot Vendor” in Ventana’s 2012 Value Index for Contact Center Agent Performance Management

VPI Receives Hot Vendor RatingYou’re probably familiar with Ventana Research and its highly acclaimed annual Value Index.  Ventana prides itself on providing insights and best practices guidance based on rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The Ventana Research Indexes provide research-based business and technology guidance to businesses. I would imagine that every solution provider wants to feature prominently as a Ventana Index category leader – the designation carries some serious weight and helps bring the very best...

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VPI Quality Assurance and Training Article Featured by NENA Magazine

VPI Public Safety Recording and Quality Assurance Solutions Featured in NENA The Call MagazineWant to improve the quality of your mission-critical communications? Still grappling with impending Next Generation 9-1-1 (NG9-1-1) changes?

You’re not alone. Public safety and security agencies nationwide are working hard to meet the challenges of these demanding new regulations. Many are busy updating their voice logging software to a fully compliant NG9-1-1 recording system and integrating their call recording equipment with call quality assurance software. However, despite significant emphasis upon the adoption of new technologies and processes, one thing that’s often overlooked is the...

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Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes

QATCBoosting customer satisfaction is more important than ever before. Consumers today live in an instant gratification society and are not only choosier with how they spend their money, but also demand an exceptional customer experience. Now's the time to take control and learn how to improve customer satisfaction and reduce operating costs by reading VPI's article on 'Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes," which has been featured as the top story in the Quality Assurance & Training Connection (QATC) newsletter.

Quality Assurance 2.0: Using Analytics to Focus QA on...

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Public Safety Quality Assurance Tools Q&A

The following great questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Please find below our answers for your review:

Quality Assurance Software Questions and Answers

Does the VPI QA system come with quality evaluation forms? If so, how would we customize them or add new ones?

Yes, VPI’s QA system is delivered with sample evaluation forms that have been developed based on best practices of our customers. These forms can be used as templates – you can modify, delete and add any number of questions, skills and sections.  One or...

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Public Safety Quality Assurance Best Practices Q&A

Learn more about the ReplayQA outsourced quality assurance serviceThe following excellent questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Lori VanGilder, Manager of Quality Assurance Services at Replay Systems, APCO Institute Adjunct Instructor and prior Communications Supervisor in Florida, provided the following answers below for your review.

Our QA program is viewed by the dispatchers negatively. We offer several training steps to assist the dispatcher in improving. What advice do you have to make the QA process a more positive experience?

First of all, it is great that you do have a...

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Webinar: Powerful Reporting for Cisco UCC Contact Centers

VPI Cisco Reporting SoftwareJoin VPI and Straumann for an exciting webinar showcasing the powerful reporting solutions for Cisco UCC Contact Centers. You'll learn how Cisco and VPI helped Straumann develop and award-winning real-time contact center performance reporting solution.

Date: Wednesday, February 29, 2012
Time: 1:00 PM ET, 10:00 AM PT
Register here.

Now you can get even more value from your Cisco UCC Express (UCCX) or UCC Enterprise (UCCE) investment. VPI, a Cisco Solution Developer, VIP and SIP Partner, has integrated its award-winning VPI Performance contact center reporting and performance management software...

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Extreme Makeover: Call Center Quality Assurance Edition

Call Center Quality Assurance Article as Seen in Inbound MagazineJust like a home that sometimes needs to be refreshed, traditional quality assurance has reached a fork in the road of its 30-year life. Now's the perfect time to re-evaluate the way we monitor and measure our call center agents and “cleaning house” in the Quality Assurance (QA) department to make room for analytics-oriented QA tools and best practices. By implementing this makeover in your contact center, you can radically reduce manual steps required by most QA applications by more than 60 percent. And, who among us can’t use 60% less manual work?

 

Get started with these key items of focus in...

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11 Ways to Enhance Your Avaya Reporting Capabilities with VPI

Avaya Call Center Reporting for Avaya CMSI recently attended the Avaya Evolutions Conference in Toronto at the Metro Convention Center and had the opportunity to discuss the latest technology trends and best practices of Avaya partners and hearing success stories directly from satisfied customers.

It was insightful to hear from leaders on the direction of the industry as it embraces another exciting year ahead in Canada. I learnt how Avaya CMS Reporting Softwareorganizations in today’s turbulent economy have used these practical tips for improving their overall effectiveness through VPI products on the Avaya platform.

VPI has been a dedicated Avaya DevConnect...

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