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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.

VPI Wins 2015 CUSTOMER Contact Center Technology Award for Enhancing Workforce Optimization Technology with Business Intelligence

TMC, a global, integrated media company, has named VPI EMPOWER as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine.  “We are honored to receive this prestigious award,” said Chris Morrissey, president at VPI. “The credit goes to the dedicated members of our team for tirelessly forging a new age of business productivity

VPI Wins 2015 Speech Technology Excellence Award for Exceptional Speech Analytics Software from CUSTOMER Magazine

TMC, a global, integrated media company, has awarded VPI EMPOWER with a 2015 Speech Technology Excellence Award. The eleventh-annual Speech Technology Excellence Award, presented by CUSTOMER Magazine, honors companies who have demonstrated innovation in speech technology solutions that improve the bottom line for their customers. “We are deeply gratified to once again have been recognized by TMC

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