Category: Call Center Performance Management

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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.

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

Unified Contact Center Reporting and Dashboards: Interview with Telecom Reseller

I always enjoy talking to industry media and analysts about the newest products and services from VPI. On that note, I recently had the pleasure of speaking with Doug Green, the editor and publisher of Telecom Reseller. Doug and his readers wanted to learn more about VPI Performance’s unified contact center reporting capabilities and how