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.

Repeat Calls? How to Measure First Contact Resolution More Accurately

One of the best things we can do for our customers and for our company when providing customer support is answering their questions and fixing their problems the first time they call in. The First Contact Resolution (FCR) rate is the home run of contact center statistics. It is the single key performance indicator (KPI)

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10 Signs You’re Ready for Call Center Business Intelligence

The saying in contact centers that you can’t manage what you can’t measure is so true that it’s becoming cliché. You most likely heard this saying too, and may be even tired of it, especially since it usually isn’t very easy to measure, digest and interpret all indicators of your contact center’s performance that matter

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New Book OPTIMIZE Reveals 100+ Call Center Optimization Best Practices

I’m pleased to announce the publication of my new book OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices.  Co-authored with industry analyst Dick Bucci from Pelorus Associates, the 130+ page guidebook is a compilation of hundreds of proven contact center optimization strategies, best practices, tips and tools. Contact center executives, managers and analysts will learn

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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

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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

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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

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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

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