In today’s challenging economic climate, analytics is changing the way companies do business and dramatically improving contact  center operations, managers want quick and  accurate insights into the effectiveness of their contact center operations in order to make prudent, timely decisions, but they don't have the time or resources to listen to and review  the vast amount of customer interactions  handled by the agents every day. 

In addition to this there is no shortage of performance metrics available from their PBX and ACD. These days there seems to be more sophisticated tools including multimedia recording, desktop analytics, instant chat, self service options in the IVR, cloud computing,  etc. Managers and supervisors today are able to choose from a myriad of options to manage performance but where do they start to do their quality evaluations in a systematic manner using complex algorithmic mathematical formulas combined with scientific methodologies and their own intuition? Therein lies their dilemma. So little time, so much to accomplish in the course of a day...

Quality monitoring systems offered today are not only to evaluate agents but also to evaluate a contact center reputation. Yes, reputation, might sound obvious but too often contact centers seem to miss this critical view point. A customer's perception of service captured in a call recording or video file says a lot about the culture of the organization. Call Center Reporting and Call Monitoring Systems are a means to an end in that one has to learn from the information and who else to translate these to actions and outcomes than the Supervisor. This has to be one of the most critical and unforgiving roles within the contact center next to the agent. Sort of being a start quarterback being called in to throw a touchdown on each attempt when the offensive team is on and the line backer when the defensive line is on.

The role of the supervisor and their agent has been so devalued over the years that it is not a surprise the attrition rates for these roles are in double digits. This is not a malaise or a disease or caused by the recent global financial crisis or globalization. We did this to ourselves. We have become part of a culture that communicates via a keyboard than by voice skills and the traditional skills that our parents taught us about being polite and respectful. We complicate the connection with our customers and prospects through voice prompts and boring scripts to keep the agents from really having a connection with the customers.

Enter VPI and it's Empower suite of products. In my humble opinion, this product is a god-send for managers, supervisors and front-line agents. VPI has truly defined the new expectation of a customer through a fresh set of lenses. It shatters the level of "mediocrity" to "excellence" in quality and performance from the customer's point of view. The power of the data can now be turned into knowledge which in turn can be turned into wisdom for coaching to excellence and that translates to actionable analytics and outcomes.

Quality Assurance is everyone's responsibility and by giving power to the people who  influence agent behaviors, then the Supervisor should be the quarterback that determines the outcome of the game. Like they said in the movie, if you build, the customers will come. VPI has started this movement by building on a framework that is supervisor-friendly for QA success. If we synthesize all these goals, the aim of QA and Call Monitoring becomes a matter of linking outcomes of calls to a customer's behavior not only the agent's behavior. As a result, contact centers can also learn what effects, if any their approach to training and coaching agents have on customers and ultimately the outcomes.

Being proactive and giving agents a larger stake in the pie by identifying areas of strength, best practices and also key training to be used for modeling success. In this way, a contact center can leverage the VPI Empower suite of products and establish guidelines and standards for handling calls instead of dictating what agents should or should not do. In the larger picture, the role of the supervisor and the agent has to be supported through all levels of the organization. As a result, success and a best practice model will show up sooner than later!
 

For the past 15 years, APCO has been carefully crafting a list of operational standards in order to ensure the best possible quality in public safety emergency communications. Now, in collaboration with NENA and associated industry bodies, this lengthy endeavor has culminated in the development of Next Generation 9-1-1 (NG9-1-1) standards, along with soon-to-be introduced Quality Assurance (QA) standards. These new requirements are raising the bar for the quality of service required from the nation’s public safety agencies.

Quality of service is impacted by both the performance of employees and the processes in use.  Periodic, systematic quality evaluation of emergency contact center communications can provide invaluable transparency to everyone involved and expose inadequacies in both employee and process areas. This is especially critical in the current transitional period when old, inadequate communication systems are being replaced with Next Generation technologies and 9-1-1 centers are expected to handle various different types of communications - not just voice and TTY communications any more. Plus, the increasingly complex nature of public safety communications entails new regulations that PSAP centers will have to demonstrably comply with. The traditional approach to quality management is being replaced with evaluation of multiple communication streams and types involved in incidents, along with a variety of supporting evidence, such as images, videos, text documents and data. Prioritization of such evaluations is driven by significance of various incident types, so selection of recordings for evaluation has to be subordinated to that. When correctly planned and executed, the latest-generation software-driven quality evaluation can deliver valuable insights into the best course of corrective actions to support the new demands.

In response to the introduction of the new NG9-1-1 and QA standards and the difficulties faced by cash-strapped organizations in attempting to comply with them, VPI is launching its ‘Upgrade to Quality’ program for public safety and security organizations.  The program, valid from now through June 30th, 2011, stretches the tight budgets of public safety and security organizations by enabling them to affordably upgrade their legacy recording systems with VPI’s state-of-the-art VPI CAPTURE™ voice logging system and provides double the value by including free VPI QUALITY™ call taker quality assurance software. VPI CAPTURE is an affordable, NG9-1-1 ready recording system that installs quickly to reliably and securely capture, manage and share critical incident information and to provide insights to optimize workforce efficiency.

For more information, conditions and restrictions on VPI’s ‘Upgrade to Quality’ program, visit http://www.VPI-corp.com/Quality or contact us at 1-800-200-5430. 

Do you view your recorded call and screen interactions as an element of data that helps you inspect your business? Do you have an effective, cost-effective method to unlock information that is critical to inspecting interactions in context of business outcomes? How do you identify and address business issues that go beyond agent behavior - to optimize the business impact of recording and quality evaluation, associated with fostering your customer relationships?

Traditional call center quality assurance methods dictate review of randomly selected calls. We agree that pulling random samples of recordings for inspection is the only practical way to measure key behaviors and processes that are impacting the business.   The real question is - random samples of what recordings?  Not all recordings have the same value and deserve time and resources to be invested into their review.

As you record interactions and collect metadata, VPI helps you visualize, interpret and act on your records in a revolutionary way. Recordings do not need to be flat and unintelligent entities anymore.   You are no longer limited to a simple “beginning and end” visualization on a timeline that represents your voice file length. When you use VPI’s intelligent recording systems with integrated desktop screen analytics for call center quality assurance, you can see - before you even listen to a call - what happened, when it happened, how it ended, and how it relates to your specific business objectives.   Your team can use this information to determine if the call holds enough value to justify inspection, or move on to another transaction that is likely to be more revealing and more actionable. Now you can target your time and resources wisely to maximize the business impact of your call center quality assurance.

The VPI approach that leverages tightly integrated desktop screen analytics is unique. Unlike what any other alternatives permit, it can bring this level of intelligence to the capture and playback process – accurately and cost-effectively. While one of your options is to unpack the call content through expensive and lengthy to implement speech analytics application approach, the VPI method unlocks this valuable information at a much lower cost and in a fraction of the time.   Powered by VPI Fact Finder, you will be able to monitor agent use of applications at the desktop level and “extract” valuable information as it is accessed or entered into systems.   Without back-end integration work, and typically implemented within minutes, you will be able to “listen” to any Windows-based or Web-browser Based application interface, scrape important information about each transaction and associate it with appropriate voice and/or screen recordings.    

To illustrate the power of VPI Fact Finder - if you were in a sound-proof booth, and could only watch the agent access or enter information, do you think you would have a handle on what the call was about?   Sure you would.   VPI Fact Finder is like looking over their shoulder and automatically taking notes of the key information and events that happen within a call and appending your observations to the call record, so you can understand the call context from an at-glance view before you even listen. For example, you could pull Customer ID, Sales Value, Product Codes, Call Disposition, etc, and place these values in the database associated with the call record.   Often the data about the interaction is more important than the call recording itself.   Utilizing this captured data and combining it with dozens of telephony-related metrics, you gain the ability to support your call center quality assurance program and serve your organization's call center optimization efforts in ways that far exceed traditional quality monitoring methods.

Are you monitoring and measuring the metrics that really matter to you and your organization?

Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish contact center optimization and tactical goals, but with so much data available gathered from ACDs, IVRs, telephone recorder software and call monitoring quality assurance tools, there's a tendency to rely upon the tried and true metrics that everyone tracks - perhaps more out of habit than as a result of the their actual value. Successful contact center managers know and understand the metrics that matter and utilize proactive communications recording technologies that enable them to actively identify and optimize rather than wait and react.
 

Download your complimentary white paper authored by one of the industry's premier research firms The Pelorus Group to learn how to develop and track "Metrics that Matter."

Current economic challenges are forcing organizations to rethink their approach to customer service and how they balance efficiency and effectiveness objectives. With regard to call center optimization, complexities have vastly increased with the growing number of communication channels and higher expectations from customers. The implementation of workforce optimization software technologies has become crucial in today's environment, ultimately resulting in increased profitability and improved strategic position in the marketplace.

Download your complimentary white paper authored by prestigious industry analyst and research firm Datamonitor, to learn:

• Key challenges faced by contact centers today

• How contact centers are responding and adapting to current economic challenges

• How using workforce optimization software technologies can help you maintain the proper balance between efficiency and effectiveness

• The capabilities and advantages of workforce optimization software technologies, including voice call recording, quality assurance call monitoring, workforce management, call center performance management, desktop contact center analytics and call center coaching solutions

Want to Learn More about the Call Center Recording Software, Quality Assurance Call Monitoring and Call Center Workforce Optimization Software Market, Key Trends and Products?

VPI is pleased to be able to offer you this exclusive opportunity to get your copy of the executive summary of DMG Consulting's comprehensive annual Call Center Quality Assurance/Telephone Call Recording Product and Market Report. Offering 35 pages packed with valuable information, this guide is essential to navigating in the complex market of contact center workforce optimization software technologies.

Use the promo code LINKEDIN to download your complimentary report summary authored by renowned industry analyst and research firm DMG Consulting, to learn:

• Which call center optimization technologies help call center managers achieve contact center optimization 

• Key technology trends that are altering the direction of contact centers

• How to take your call logging software program to the next level and increase productivity while enhancing the customer experience and agent satisfaction

• The direction workforce optimization software technologies are heading and how to best leverage them, including Telephone Voice Recording, Call Center Quality Assurance, Call Center Performance Management, eLearning, Call Center Coaching, Surveying, Contact Center Analytics and Workforce Management (WFM)

• Comparison of workforce optimization software suites vs. stand-alone solutions

• How industry regulations are impacting voice call recording 

• The new strategic role of contact center managers

• Return on investment (ROI) analysis and workforce optimization software 

• What to expect in the future and more!

Learn How Desktop Screen Analytics Can Improve Your Contact Center Operations and Customer Satisfaction Faster and More Affordably Than You Ever Thought Possible.

As the economy starts to recover, contact centers are being asked to continue to reduce their operating expenses while further optimizing the customer experience - without making major resource investments. Desktop screen contact center analytics is a new, practical, easy-to-implement solution to this challenge. Enterprise and contact center managers who want to rapidly and cost effectively identify insights about business processes, call center quality assurance, customer needs and agent performance issues should seriously consider desktop screen contact center analytics.
 

This white paper offers valuable insights and advice that can help your organization survive and thrive in the year ahead.

Download your complimentary white paper at http://www.VPI-corp.com/Screen-Analytics authored by prestigious industry analyst and research firm DMG Consulting, to learn how:

• Desktop screen analytics can rapidly identify broken business processes, customer issues, and call center coaching and training needs by targeted quality assurance call monitoring of your call recordings, automatically categorized by customer names, IDs, sales values and more.

• Screen analytics can change your contact center from reactive to proactive with automated notifications based on agent screen activity - identify "at-risk" customers while there is still an opportunity to retain them.

• Near-real time insights and views into your most important customer interactions will reveal the path to improved First Contact Resolution (FCR), decreased service costs, increased revenue, and reduced risk.

• Screen analytics can greatly enhance the accuracy of speech analytics applications by providing contextual information.

Traditional contact center quality monitoring involves random capture of call recordings – either based on predetermined selection criteria or schedules.   We agree that it is impossible for human beings to inspect every single call; but there are two dynamics we have to consider – separating the capture method from the call selection method.  

Latest-generation call recording software allows for recording all calls first, and then a powerful rules engine is used to decide which calls to keep or inspect.   It may sound like a small nuance, but actually this type of call center recording software design approach opens the solution to become far more effective to inspect call center effectiveness.   Rather than make selections of calls for call center quality assurance based on when somebody is scheduled to be in their seat, or assuming that we are taking an X% sample of total call volume when we are not yet aware of how many calls the agent takes, or hoping that we get a sample of calls that are prime examples of effectiveness in handling high value transactions – we suggest a different approach – an approach we term precision quality monitoring.    It involves a call recoridng software designed for the capture of all calls, then determination of what to inspect based on a variety of outcomes. Outcome-based information is used to determine which calls need to be stored, which calls need to be secured in a more robust manner (i.e. for PCI and HIPAA compliance, etc.), which calls answer interesting questions about the performance of a new process, and which calls can simply be discarded.

The outcomes used to make these critical decisions are either attributes of the calls themselves, attributes of the agents fielding the calls, or simply true random samples based on any number of criteria.   When the call recording software is enhanced with desktop screen analytics, not only can the calls be tagged with extended information in a unique way, but they can also be analyzed based on the associated information and provide a roadmap for your management team to identify trends – both positive and negative - that affect performance.    This approach is revolutionary, because it breaks down barriers that have long been separating related functions.   In the old days (a couple of years ago), you would have an approach for running reports and analyzing data that flows through your call center, then you would go to another call center quality assurance system for inspecting agent performance and perhaps hunt for examples of the performance trends.   Unfortunately, using a random method based on limited agent based information meant that it was often difficult to find enough examples of the call types involved in the trend to make a legitimate operational adjustment based on the sample.  

Latest call recording software and integrated performance optimization technologies change that dynamic. The process of identifying and addressing business issues is completely unified. Now you can identify trends in interactions, both positive and negative, and then the recorded interactions become an element of the data you are reviewing.   Importantly, these latest-generation call center optimization technologies are incredibly easy to use and take the selection guesswork out of the equation. They truly automate the end-to-end quality review process, beginning with identifying the appropriate calls to inspect, serving those calls to the right person to perform the inspection in a simple “to do” list, and address the issues uncovered through a variety of action steps. 

To find out more about uncovering performance issues via intelligent recording and quality management, visit: http://www.vpi-corp.com/Call-Center-Quality-Assurance-Management-Software.asp

The saying in business that you can’t manage what you can’t measure is so true that it became cliché’.   When it comes to call center quality assurance at today’s organizations, latest generation technologies breathe new life into this over-used expression.   For more than a decade now, QA teams have been using agent centric approaches, listening to calls at random for the purpose of inspecting call handling skills (x or % of calls per Agent per month).    Agent-centric call monitoring will always have a place in call center quality assurance as an element of a broader quality program, but progressive contact centers should not be satisfied that this method is enough.

The amount of calls and transaction types that flow through the enterprise can be staggering; and let’s face it, not all contacts are of equal concern for inspection.   Sure, it is nice to know that an associate is handling an address change request with respect and professionalism, but the transaction itself is a low value interaction – so inspecting it simply adds cost to a transaction that tells you very little about the business.  

Latest technologies enable a practical and cost effective approach to increasing the business value of call center quality assurance - termed Precision Quality Monitoring.   Instead of relying on a solely agent based approach,  rules for inspection can be more concerned with call outcomes.   Precision Quality Monitoring recognizes that the best answers – those answers that lead to cost reduction and improved outcomes -- are a function of the most interesting questions.   Instead of asking, how is a particular associate doing with ten random calls per month, the questions can change within a Precision Quality Monitoring context to be customer or operations focused.    Instead of looking for random interactions, the questions driving inspection can be more focused: show me calls that resulted in a sale of product type X, that also included product Y, and had a value greater than $150.    In a service situation, the question may be framed this way: “Show me all calls where John Smith called me from Store 123 in the last 10 days,” or “Show me all calls from case #4567,” or “Show me all examples where calls related to issue XYZ has led to multiple calls from the same caller in the last 30 days.”   These types of questions are operations and outcome focused. They get to the heart of issues and help you uncover ways to improve the business – ways that transcend agent behavior, yet fully account for this key performance element.

To learn how to incorporate and leverage intelligent, business centric questions in your call center quality assurance process, visit: http://www.vpi-corp.com/Call-Center-Quality-Assurance-Management-Software.asp

Ready to upgrade your contact center? Looking to implement new TDM and VoIP Call recording, call center quality assurance, call center performance management, or call center coaching solutions or replace some of your existing applications?

If so, it's now time to zero-in on the most appropriate call center optimization technology and ask management for the money. This must-read resource guide is crucial for any contact center professional looking to take their organization to the next level.

Use the promo code LINKEDIN to download your complimentary resource guide at http://www.VPI-corp.com/ROI-Guide authored by prestigious industry analyst Dick Bucci from The PELORUS Group, to learn about the key components for developing a compelling and convincing business case for your successfully obtaining your contact center investment funds, including:

• The importance of building both business and ROI cases
• How to prepare your funding request
• The many financial benefits of call logging software, call center quality assurance, call center performance management, contact center analytics, call center coaching solutions
• How to prepare your ROI analysis, and much more!

Public safety emergency communications have never been on the threshold of greater change than they are today. Navigating in a complex world of tracking, digital call recording, quality assurance call monitoring, and training on interactions in today’s increasingly complex communication centers requires much more insight than ever before. This ground-breaking guide discusses the areas that public safety organizations need to focus upon in preparation for the many changes and challenges that lie ahead.

Use the promo code VPIBLOG to download your complimentary public safety communications recording and QA resource guide authored by analyst Dick Bucci from The PELORUS GROUP, to learn about:

• Successfully managing unified radio and telephone call recording in increasingly complex environments with any combination of digital, analog, and IP phones, conventional and trunked radio, and CAD systems used at multiple sites
• Achieving automated and expanded data collection for faster search and complete incident recreation
• The importance of being able to remotely access, retrieve and share interactions from your communications recording call logger in a multi-site environment with utmost security and ease
• Which calls and how many to monitor for quality in order to identify areas for training and call center coaching
• How to construct quality assurance call monitoring rating forms and perform evaluations
• How to effectively implement electronic training solutions to boost productivity and retention

Call logging software comes in all shapes and sizes. Selecting the best call recording equipment for your organization’s specific needs can be tricky. Do you need to record for compliance and liability purposes? Or, are you more focused on your quality management goals? What kind of telephone voice recording does your organization currently utilize – traditional voice logging, digital call recording, VoIP call recording, or a combination? Is your organization growing or downsizing? Do you record multiple locations, and if so, is it easy to administer the communications recording system in order to access and analyze any and all recordings, by site, by group, and even down to individual calls? How many technologies do you currently have in place? Would the new call monitoring system have to integrate with any of them? There are indeed many questions to answer and issues to address in the quest for a new quality assurance call monitoring system. VPI has been listening to these questions from its customers for over 15 years, and has designed flexible solutions that can adapt to, and work within, virtually any environment – meeting the needs and expectations of organizations of all types and sizes.

For organizations seeking compliance and liability voice logging, such as public safety agencies, security companies, government bodies, and financial institutions, VPI developed VPI CAPTURE PRO. As the industry’s most secure and feature-rich audio and data phone recording software, VPI CAPTURE PRO enables organizations to seamlessly capture, assess, assemble, and share their recorded communications from a combination of telephone, radio, email and Web chat systems – traditional digital call recording and IP call recording software. In addition to handling compliance and risk management, VPI CAPTURE PRO enables federal, state, local, and private organizations to improve the quality of their mission-critical voice and data interactions and deliver first-rate customer service by acknowledging and utilizing call center quality assurance.

If you’re looking for a call logging software solution that will help you achieve your call center quality assurance goals, VPI CAPTURE PRO is by far your best bet. Whether or not you use a formalized quality evaluation process, VPI CAPTURE PRO allows you to engage in quality assurance call monitoring which will improve the customer service quality delivered by your local or locate and playback high value call recordings directly from a variety of standard reports, and leverage best practice remote employees, focusing on the most pressing business issues. You can monitor live calls across multiple locations, conveniently calls for training – call recordings are highly portable in standard formats and small file sizes.

With the VPI CAPTURE PRO voice call recording solution you can rest assured that whatever your needs may be, and whatever kind of technology and telephone voice recording you may have – both now and in the future – all of your immediate needs will be met, and you will be fully equipped to rise to every challenge that lies ahead. VPI’s open standards call recording equipment and technology welcomes change and meets the associated challenges with many options for fast and cost-effective reconfigurations in order to satisfy changes in legislation, increased capacity, new geographic distribution of your employee teams, or changes between centralized and distributed operation.
 

Voice logging systems were once very basic solutions built to record all or a sample of calls along with some rudimentary telephony data. Generally deployed for compliance and liability purposes, digital call recording systems were viewed as a backroom necessity that occasionally served a purpose whenever a customer dispute occurred. Over the past decade, the role of the call recorder has changed a great deal. The value of recorded interactions and their importance for effective quality assurance call monitoring has become a major focal point in the development of the highly advanced call logger systems available today.

Today’s flexible, elegant communications recording solutions are light years away from the clunky, hardware-based beasts of the past. Gone are the proprietary parts and expensive customizations – today’s advanced digital and VoIP recording software solutions are software based, leveraging open architecture for easy integrations and cost-effective customization. VPI’s robust digital and IP recording software solutions can be customized, scaled and adapted to meet the evolving demands of organizations of all kinds – from small- and medium-sized contact centers to global enterprises employing any combination of in-house and remote employees. VPI CAPTURE PRO is the most progressive, ground-breaking voice call recording and screen data call recording software available today. Highly reliable, easily implemented and remarkably effective in virtually any environment, VPI CAPTURE PRO can record multimedia interactions from a wide range of network configurations, TDM and VoIP telephony environments, and across any number of locations. Powered by VPI Fact Finder™, VPI's powerful desktop screen contact center analytics engine, the call logger tags important employee screen events and facts to call recordings for automated call classification and analysis centered on key business issues.

In recent years, it has become generally recognized that recordings of customer interactions contain a vast amount of intelligence about an organization’s processes, customer satisfaction, front-line employee performance, revenue opportunities, and chances for improvement of strategic position in the marketplace. Recorded interactions between agents and customers are a veritable gold mine of business intelligence, yielding insights into agent performance, product or service perception, and customer satisfaction. Intelligence garnered from customer interactions can be used to improve managerial decisions and investments made by strategic-level departments such as sales, marketing, human resources, research and development, finance, or operations.

VPI EMPOWER offers a rich, business-centric set of tools that make a significant impact on an organization’s bottom line – mitigating risk, enhancing call center quality assurance, streamlining call center reporting, improving call center coaching, and optimizing call center performance management. VPI EMPOWER combines and enhances the benefits of VPI CAPTURE PRO, VPI QUALITY PRO and VPI PERFORMANCE. Individually, each software solution is robust and powerful, but they are exponentially more valuable when integrated.

VPI, the premier global provider of contact center recording and analytics, quality assurance call monitoring and workforce optimization software solutions for enterprises, trading floors, government agencies, and emergency service providers, announced today that VPI EMPOWER has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

"I am pleased to honor VPI for its hard work and success. VPI has displayed true innovation and excellence in the development of its VPI EMPOWER suite of analytics-enhanced contact center recording, call center quality assurance and workforce optimization solutions, and is dedicated to improving the contact center experience as well as the ROI for companies that use them," said Rich Tehrani, CEO, TMC.

VPI EMPOWER is a powerful, modular suite of Web-based contact center recording software and contact center optimization solutions, comprised of applications for multimedia communications recording and contact center analytics, quality evaluation, electronic learning and call center coaching, and real-time call center performance management. VPI EMPOWER marks a radical departure from the conventional solutions currently available to contact centers. Built upon the foundation of VPI’s long-established, proven technologies, VPI EMPOWER leverages VPI Fact Finder™, a ground-breaking desktop screen analytics technology that automatically detects events and data directly from application screens being used by employees and tags them to appropriate points within recorded interactions. This enables automated classification and more meaningful, targeted quality assurance call monitoring focused on key business issues, such as customer churn, first contact resolution, missed up-sell opportunities, product issues, long hold and handle times, multiple transfers or escalations, and much more. VPI EMPOWER contact center workforce optimization software delivers a significant advantage in just weeks, with an easy-to-use product that requires minimal training.

"We are deeply gratified that VPI EMPOWER has been honored as Product of the Year for Exceptional Innovation by TMC’s Customer Interaction Solutions Magazine," said Patrick Botz, vice president of solutions marketing at VPI. "This prestigious award is a testament to VPI’s commitment to providing innovative, world-class digital and VoIP call recording, call center quality assurance, call center reporting and call center coaching solutions that enable organizations to rapidly and affordably maximize the potential and profitability of their customer contact center operations.
 

Call center quality assurance software is now a fundamental technology in virtually every competitive call center environment. As the economy begins to recover, 2010 is expected to be another tough year for enterprises, with contact center managers asked once again to reduce their operating expenses while improving the customer experience and satisfaction scores. They will be expected to achieve this goal with limited resources and without incurring any additional costs. This is why the use of an automated call monitoring system has become so crucial for organizations of all types and sizes. To deliver on these key enterprise goals, contact center managers need to improve agent productivity without making major technology investments. The call center quality assurance software solutions that most contact centers already have can play an important role in helping managers meet their corporate objectives.

Screen Analytics – An Inexpensive and Invaluable Adjunct to the Quality Assurance Call Monitoring Process

Call center quality assurance software solutions improve call quality and productivity by identifying the impediments that prevent agents from delivering an outstanding customer experience. The issues may be training-related, operational, procedural or systems-oriented, but most, if not all, can be resolved once they are identified. However, since traditional quality assurance is based on a random sampling of a small percentage of calls received by the department, important trends and improvement opportunities are often missed. In the past, contact center managers had little to no visibility into the performance of their desktop servicing solutions. They could see how each agent used their systems to address each call, but could not identify trends for the entire department, which is now possible with screen analytics.

Screen analytics software is a relatively inexpensive and easy-to-implement solution that can dramatically improve the effectiveness of the call center quality assurance process by helping identify the calls or back-office transactions that will most benefit from management attention. Screen analytics extends the benefits of the mission-critical quality assurance call monitoring process while providing timely insights that can be of use to the entire organization. Enterprise and contact center managers who want to rapidly and cost effectively identify insights into customer needs and agent performance issues should seriously consider screen analytics.

Benefits of Desktop Screen Analytics

With regard to call center quality assurance and workforce optimization, desktop screen contact center analytics solutions offer many significant benefits. The solution empowers managers to intervene in a timely manner – altering outcomes and changing contact centers from reactive organizations to proactive, engaged advocates. Screen analytics can help improve the customer experience, increase First Call Resolution, and reduce transfers, holds and call backs. In addition to boosting the effectiveness of call center quality assurance processes, screen analytics can improve agent productivity, decrease the cost of service, identify call center coaching needs, and improve agent satisfaction. Furthermore, desktop screen contact center analytics can play a major role in increasing revenue and profitability, reducing risk by rapidly identifying inappropriate agent behaviors and performance, highlighting broken business processes, identifying “at-risk” customers while there is still an opportunity to retain them, and improving the customer experience.

Authored by leading industry analyst Donna Fluss of DMG Consulting, “Accelerating Call Center Quality Assurance and Performance Optimization with Screen Analytics” is a must-read whitepaper that offers valuable insights and advice that can help your organization survive and thrive in the year ahead. To learn more about the value of workforce optimization software enhanced by screen analytics, download your complimentary copy of the white paper at http://www.VPI-corp.com/Screen-Analytics.  

To learn more about VPI’s screen analytics-enhanced call monitoring system, visit: http://www.VPI-corp.com/Call-Center-Recording.asp