Category: Call Center Reporting

How Desktop and Speech Analytics Solves 4 Everyday Call Center Problems

Speech Analytics SoftwareInteraction analytics leverages call and desktop data and/or speech analytics software to pinpoint the information needed to resolve problems and bottlenecks that impact the health of your business.

Once you define top business issues to solve, applying the right analytics tools is critically important. While speech analytics has been popularized as a very powerful tool, it is not suitable for every type of job. Many critical contact center issues can be more reliably identified by simply tagging call data, desktop data and events such as account ID, case number, order value and...

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VPI EMPOWER Workforce Optimization Software Wins 2014 CUSTOMER Contact Center Technology Award

VPI Workforce Optimization Software Wins Customer MagazineVPI announced that TMC, a global, integrated media company, has named VPI EMPOWERTM as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine.

VPI EMPOWER contact center quality and workforce optimization software has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC.

“We are delighted and deeply gratified to once again be recognized by TMC for our unwavering commitment to product innovation and best-in-class support and value,” said...

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Hope is Not a QA Strategy: Don’t Leave Your Contact Center Quality to Chance

VPI Article: Hope is Not a Contact Center Quality Assurance Strategy

In his bestselling book, Hope is Not a Strategy, Rick Page – one of the foremost experts in sales management and selling and founder and CEO of The Complex Sale – outlines a simple yet strategic process for winning sales. 
He asserts that successful sales, which he calls ‘Consultative Sales’, focus upon pinpointing specific problems and challenges in order to determine the solutions. This is in direct contrast to the more common sales practice of pushing products on the basis that they’re better, or faster, with more bells and whistles than ever before.

Essentially, Rick Page’s book tells us...

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New APCO NENA Quality Assurance and Improvement Standard Draft Highlights

APCO NENA Quality Assurance and Improvement (QA/QI) Standard DraftOn May 23, 2014, APCO and NENA released the first, preliminary draft of the new Standard for the “Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points”. 

This APCO NENA Quality Assurance standard aims to establish a long awaited quality assurance and improvement process to all of America’s 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. 

We at VPI are especially grateful for the clear articulation of the ultimate purpose of the Quality Assurance function in this standard:...

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Call Recording Software Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording software and computer-telephone integration (CTI) top the list of...
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Call Recording Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording and computer-telephone integration (CTI)...
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Latest Version of VPI EMPOWER Contact Center Quality and Performance Optimization Suite Rated 'Avaya Compliant'

  • VPI Avaya Compliant Tested Call Recording and Performance Management SoftwareCall recording, contact center performance management reporting and analytics now compliant with key Avaya communications solutions
  • Helps enterprise, government and public safety emergency contact centers optimize quality, operational performance and customer experience, while providing capabilities for compliance and risk management

VPI (Voice Print International), a leading provider of contact center performance analytics and compliance recording solutions, today announced that its VPI Empower Suite is compliant with key communications solutions from Avaya, a global provider of...

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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 elusive.

Call center performance management breaks down the barriers and technical hurdles of consolidating, analyzing and acting on your performance data from multiple systems by putting it in a single location. Call center...

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Bell County 9-1-1 Shares Public Safety Recording and Quality Assurance Best Practices

Bell County 9-1-1 Communication Center’s mission is to provide consolidated and integrated communications for public safety entities within Bell County, Texas. The public safety recording system Bell County had in place was inefficient – communications personnel had to look for information in many different places and assemble results manually.
 
The pursuit of internal efficiency led Bell County Communications to the award-winning VPI EMPOWER 911 suite, which was implemented to record, monitor, and evaluate emergency and non- emergency communications. 
 
Bell County 9-1-1 greatly improved public...
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Top 5 Most Downloaded Call Center Optimization Guides of the Year

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!

Navigating Call Recording Law

Navigating Call Recording Law

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!...

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VPI Awarded Prestigious Frost & Sullivan Customer Value Leadership Award for Intelligent Virtual Call Agents

Frost & Sullivan Virtual Call Agent AwardVPI today announced that it has been recognized with the Frost & Sullivan 2013 North American Customer Value Leadership Award for its leadership in enhancing the value that its customers receive, beyond simply good customer service that leads to improved customer retention and, ultimately, expansion of the customer base. The award is based on Frost & Sullivan’s recent analysis of the virtual agent application market. Virtual agents have introduced a new range of self-service capabilities into the contact center.

VPI built its reputation in the contact center workforce optimization market,...

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40 Best Practices for Better Public Safety Communications

Public Safety Best Practices ForumWe'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

Better Hiring

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...

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Boosting 9-1-1 Dispatcher Retention with Consistent Quality Assurance

911 Dispatcher Quality AssuranceBest 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...

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Know The Real Truth on Agent Performance and Workforce Optimization?

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...

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911 Voice Logging Recorder Comparison – Legacy vs. Next Generation

911 Voice Logging Recorder ComparisonThe 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...

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VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights

 

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...

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40 Stats Shaping the Future of Contact Centers

The Future of Call Center Workforce OptimizationDid 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:

Customer Experience

1) Even in a negative economy, customer experience is a high priority for...

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Dodd-Frank Call Recording Requirements, Deadlines and Solutions

Dodd-Frank Call Recording RequirementsVPI was recently featured in Contact Center Association's Inbound Magazine in their special issue on 'What to Expect in the Contact Center in 2013.'  One thing is for certain, and that is trading floors and contact centers will be faced with implementing a series of process and technology changes in the coming year.

Authored by VPI's Vice President of Workforce Optimization Patrick Botz, the article 'Financial Contact Centers Face the Reality of Complying with Dodd-Frank' discusses the impact of Dodd-Frank call recording requirements, deadline dates and affordable call recording, analytics and...

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Video: What are Virtual Call Agents?

People's numerous poor experiences with traditional speech and touch-tone IVRs have given phone self-service a bad reputation. Most IVRs have failed because they force customers to interact in a very rigid, one-dimensional manner. Problem is, humans don't always think in such simplistic and structured terms. They quickly become frustrated when forced to communicate this way. It's time to rethink our attitude towards voice self-service.
Stop scripting - start conversing. Stop disappointing - start delighting!

If you know anything about VPI, you know how passionate we are about delivering...

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Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes

QATCBoosting customer satisfaction is more important than ever before. Consumers today live in an instant gratification society and are not only choosier with how they spend their money, but also demand an exceptional customer experience. Now's the time to take control and learn how to improve customer satisfaction and reduce operating costs by reading VPI's article on 'Quality Assurance 2.0: Using Analytics to Focus QA on Outcomes," which has been featured as the top story in the Quality Assurance & Training Connection (QATC) newsletter.

Quality Assurance 2.0: Using Analytics to Focus QA on...

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