Category: Call Center Performance Management
Call Center Performance Management provides a framework for aligning the goals of the contact center with those of the corporation. Call center performance management software collects, aggregates and presents telephony and performance metrics from multiple disparate contact center systems into a single location. It then delivers personalized metrics and alerts to every employee in the right format via scorecards, dashboards and desktop tickers.

6 Myths of Speech Analytics

Speech AnalyticsMisconceptions abound about the logistics and requirements of speech analytics (SA), even in the minds of those who are currently using the technology. Without the assistance of a professional services organization, the learning curve may be steep and confusing. The sooner you move beyond these six common myths, the sooner you’ll see a significant improvement in your operational efficiency and profitability.

MYTH #1: Speech analytics is a set-it-and-forget-it solution.

Optimizing your speech analytics software tool so it delivers useful, actionable business intelligence is time-consuming and...

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VPI Collaborates with Other 9-1-1 Industry Experts to Test Next Generation 9-1-1 Systems and Services at NENA ICE 6 Event

NENA Next Generation 9-1-1 (NG9-1-1) ICE 6 Testing EventBeginning on November 9th in Wheaton, Illinois, VPI (http://www.VPI-corp.com/Public-Safety) and other Next Generation 9-1-1 (NG9-1-1) experts and vendors participated in the latest series of Industry Collaboration Events (ICE) hosted by NENA: The 9-1-1 Association. The ICE 6 interactive event focused on the testing of end-to-end NG9-1-1 system functionality, interaction between vendor elements, and interoperability.

In order to ensure the introduction of NG9-1-1 goes smoothly, it is imperative that vendors work together. Through the ICE program, NENA provides these stakeholders with a venue for...

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VPI EMPOWER Workforce Optimization Software Wins 2014 CUSTOMER Contact Center Technology Award

VPI Workforce Optimization Software Wins Customer MagazineVPI announced that TMC, a global, integrated media company, has named VPI EMPOWERTM as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine.

VPI EMPOWER contact center quality and workforce optimization software has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC.

“We are delighted and deeply gratified to once again be recognized by TMC for our unwavering commitment to product innovation and best-in-class support and value,” said...

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Experts Tell All: 10 Call Center Optimization Best Practices

At VPI, we're super passionate about providing the best possible customer service and contact center optimization. As we celebrate ICSA National Customer Service Week, we thought we'd share some of the most helpful contact center optimization best practices we've learned. They have inspired us and our clients to deliver best-in-class customer service and support. Here are 10 inspiring Call Center Workforce Optimization Best Practices quotes we thought you'd enjoy reading and sharing with your colleagues as you celebrate Customer Service Week: 

1) “Put employees first and customers second.” 

Herb ...

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VPI Wins Speech Technology Excellence Award for Speech Analytics from CUSTOMER Magazine

VPI Wins Speech Analytics Software AwardVPI is recognized as a leading speech technology innovator that is helping organizations gain insight from their communications to improve the customer experience, optimize operational performance and ensure compliance.

VPI today announced that it is the recipient of a 2014 Speech Technology Excellence Award, presented by TMC CUSTOMER magazine, for its VPI EMPOWER INSIGHT speech and data analytics solution.

Unlike traditional speech analytics systems which often miss out on context and relevance in conversations and are notoriously costly and difficult to deploy and manage, VPI INSIGHT’s...

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The Business Case for Contact Center Performance Management

Recent benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important. Modern contact center performance management systems can rapidly assemble information and deliver insights that enable managers to understand agent performance and choose the best course of action to maximize their effectiveness, thus improving the entire center’s performance.

 

Download your complimentary Contact Center Performance Management eBook authored by...

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QA & Training Tip - Perform Regular Assessments of Requirements

Call center training for the agent shouldn’t stop after the new hire orientation and initial training period is completed. Training is an ongoing evolutionary process. The goal of your call center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for the skills necessary to enhance ongoing performance.

In developing your ongoing call center training program, it is useful to define what employees need to know and be able to do at defined job anniversaries. Common milestones are at 30 days, 60 days, 90 days, and 120 days. For each of...

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Hope is Not a QA Strategy: Don’t Leave Your Contact Center Quality to Chance

VPI Article: Hope is Not a Contact Center Quality Assurance Strategy

In his bestselling book, Hope is Not a Strategy, Rick Page – one of the foremost experts in sales management and selling and founder and CEO of The Complex Sale – outlines a simple yet strategic process for winning sales. 
He asserts that successful sales, which he calls ‘Consultative Sales’, focus upon pinpointing specific problems and challenges in order to determine the solutions. This is in direct contrast to the more common sales practice of pushing products on the basis that they’re better, or faster, with more bells and whistles than ever before.

Essentially, Rick Page’s book tells us...

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​VPI Awarded a 2014 Communications Solutions Product of the Year Award

VPI EMPOWER Workforce Optimization Suite Recognized for Exceptional Innovation

Camarillo, CA (6/23/14) — VPI announced today that TMC, a global, integrated media company, has awarded the VPI EMPOWER Workforce Optimization Suite a 2014 Communications Solutions Product of the Year Award.

VPI EMPOWER™ is an award-winning suite of innovative contact center applications that work in concert to help you record, analyze and optimize your workforce performance – faster and easier than you thought possible, and without breaking a bank. Every module within the VPI EMPOWER suite – from call recording,...

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New APCO NENA Quality Assurance and Improvement Standard Draft Highlights

APCO NENA Quality Assurance and Improvement (QA/QI) Standard DraftOn May 23, 2014, APCO and NENA released the first, preliminary draft of the new Standard for the “Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points”. 

This APCO NENA Quality Assurance standard aims to establish a long awaited quality assurance and improvement process to all of America’s 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. 

We at VPI are especially grateful for the clear articulation of the ultimate purpose of the Quality Assurance function in this standard:...

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Chris Morrissey Promoted to President of VPI

CAMARILLO, CA — VPI (http://www.VPI-corp.com), the leading global provider of contact center and public safety 911 call recording, analytics and performance management software solutions and services, today announced that Chris Morrissey, who has served for the past nine years as VPI’s executive vice president of sales and marketing, has been named president of the company, effective immediately. With Morrissey at the helm, working closely with the founding owner and CEO Andrew Marsh, VPI gains renewed unity of focus on current and emerging market needs met with technical innovation and...

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Remote Call Center Agent Performance Management Secrets Shared

Regardless of where your contact center agents and supervisors work from (office, home, or a bit of both), they are far more productive when they can monitor their achievements with personalized real-time metrics linked to personal and company goals. Knowledge is power. It keeps people on track!

Please feel free to view our webcast that shows how Fortune 5,000 companies in all industries are building out performance management and training strategies that are remote-agent ready. Portable and easy access to performance measures drives the right behaviors, efficiencies and customer satisfaction.

W...

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Latest Version of VPI EMPOWER Contact Center Quality and Performance Optimization Suite Rated 'Avaya Compliant'

  • VPI Avaya Compliant Tested Call Recording and Performance Management SoftwareCall recording, contact center performance management reporting and analytics now compliant with key Avaya communications solutions
  • Helps enterprise, government and public safety emergency contact centers optimize quality, operational performance and customer experience, while providing capabilities for compliance and risk management

VPI (Voice Print International), a leading provider of contact center performance analytics and compliance recording solutions, today announced that its VPI Empower Suite is compliant with key communications solutions from Avaya, a global provider of...

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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

Call Center Quality Monitoring Goals

As we embark upon a new year, many of our organizations are looking to improve productivity, 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 call center quality monitoring 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 call center quality monitoring goals. Get committed...
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American Century Investments Uses Analytics to Improve Call Center Quality Assurance and Client Experience

As seen in the Quality Assurance and Training NewsletterWith a business focus that emphasizes the quality of customer care, contact center quality assurance (QA) has always been very important to American Century Investments. In the past, QA methodology was focused primarily on agent performance, with a manual process of call selection, export, evaluation, and Key Performance Indicator tracking. American Century Investments optimized client experience with the award-winning VPI EMPOWER suite of analytics-driven Quality Assurance and performance management software. 

Click here to read the full American Century case study that has been featured in...

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Top 5 Most Downloaded Call Center Optimization Guides of the Year

As you prepare for success in the year ahead, we thought that you and others in your organization would be interested in reading some of the year’s best, most popular educational white papers from the VPI Contact Center Optimization Resource Center. They’re packed full of great cost saving and profit boosting ideas. Enjoy!

Navigating Call Recording Law

Navigating Call Recording Law

Authored by analyst Dick Bucci from Pelorus Associates

Learn about the many new and evolving call recording laws, regulations, and industry standards that most profoundly affect contact centers and what you can do to avoid problems. Download here!...

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VPI Awarded Prestigious Frost & Sullivan Customer Value Leadership Award for Intelligent Virtual Call Agents

Frost & Sullivan Virtual Call Agent AwardVPI today announced that it has been recognized with the Frost & Sullivan 2013 North American Customer Value Leadership Award for its leadership in enhancing the value that its customers receive, beyond simply good customer service that leads to improved customer retention and, ultimately, expansion of the customer base. The award is based on Frost & Sullivan’s recent analysis of the virtual agent application market. Virtual agents have introduced a new range of self-service capabilities into the contact center.

VPI built its reputation in the contact center workforce optimization market,...

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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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Tips for Assessing Ongoing Call Center Training Requirements

Training for the agent shouldn’t stop after the new hire orientation and initial training period is completed.Training is anongoingevolutionary process. The goal of your call center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for the skills necessary to enhance ongoing performance. In developing your ongoing training program, it is useful to define what employees need to know and be able to do at defined job anniversaries. Common milestones are at 30 days, 60 days, 90 days, and 120 days. For each of these timeframes, a checklist...

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