VPI (Voice Print International, Inc. http://www.VPI-corp.com), the world’s premier developer of Contact Center Workforce Optimization solutions, today announced new capabilities for the award winning VPI EMPOWER™ and VPI EMPOWER 911™ software suites. VPI solutions provide a unique and powerful advantage – every mix-and-match software module is enhanced with embedded analytics and workflow automation – from call recording and quality monitoring to performance management reporting and E-learning. Building upon this outstanding value proposition, VPI’s new version 5.4 now includes advanced...
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...Read More »
VPI (http://www.VPI-corp.com), the leading global provider of contact center workforce optimization solutions, todayannounced that Ventana Research, an esteemed benchmark research and advisory services firm, has selected VPI VirtualSource as this year’s Customer Technology Innovation Award winner. The prestigious awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the potential of their applications and technology to drive better productivity and outcomes.
VPI...Read More »
With 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...Read More »
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!
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!...
We'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.
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...Read More »
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...Read More »
Representatives from more than two dozen public safety service providers recently came together to test the features that would enable 9-1-1 centers across the country to keep pace with consumer technologies and introduce multimedia “call” capabilities, allowing text, images, and real-time video to be sent from those in need of emergency assistance directly to 9-1-1 call takers.
This Industry Collaboration Event, dubbed “ICE 8,” focused on testing interfaces for logging of processing events and recording NG9-1-1 multimedia and call data, as well as interfaces for retrieving and reproducing...Read More »
Best 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...Read More »
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...Read More »
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...Read More »
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,...|
We use speech analytics to run call campaigns specific to the types of calls we are interested in sampling month-to-month, seasonally, and based on a current issue in the media or public eye.
For example, every summer we run a campaign on high water use calls (or high bills). In the winter, we run a campaign on emergency calls for frozen pipes. In January, we will run a campaign on the rate increase and in April we will run a campaign on the new services installed in a specific area.
As we evaluate these calls, we can ensure that the majority of the volume we are handling at the time is...Read More »
Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, processes and technologies of this constantly evolving environment? As the leading developer and provider of contact center workforce optimization solutions and services, we at VPI decided to compile a list of compelling statistics that are shaping the future of customer contact and our solution portfolio. Check it out:
1) Even in a negative economy, customer experience is a high priority for...Read More »
The 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...Read More »
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...Read More »