Category: Call Monitoring System

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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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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Priority Dispatch and VPI Unite to Offer the Most Advanced Quality Assurance Solution for Emergency Communication Centers

 

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...

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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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Getting a Handle on Top PSAP Operational Issues – Recording, Reporting, and More.

As Discussed at VPI Public Safety Best Practices Forum

Have you visited with your colleagues at VPI Public Safety Best Practices Forum in Los Angeles, on July 10th?   A lot of great, collaborative sharing of experiences and brainstorming on solving operational hurdles went on among emergency communication professionals.   One of the top issues raised was the scarcity of time available to review recorded calls and to study reports.  Another was the problem of data entry accuracy.  These problems are magnified in the environments with limited or no automation involved in call data monitoring and...

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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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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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QA & Training Tip: Quality Monitoring for Voice of the Customer

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...

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Free Trial of Virtual Call Agents = Win-Win Situation

VPI VirtualSource Cloud IVR Free TrialWhen a vendor offers a free trial I immediately become suspicious. Call me paranoid, but there’s always a catch, right? Hidden fees, binding contracts and non-refundable cancellation costs are just some of the nasty little surprises we’ve come to expect fromt these fabulous “free trial” offers. Well, I’m happy to announce the launch of a truly free trial. No, really. VPI has gone to great lengths to take the pain out of the notorious “risk free” trial offer. With the launch of the VPI VirtualSource 30-Day Challenge, qualifying organizations can take advantage of a free 30-day trial of...

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VPI Quality Assurance and Training Article Featured by NENA Magazine

VPI Public Safety Recording and Quality Assurance Solutions Featured in NENA The Call MagazineWant to improve the quality of your mission-critical communications? Still grappling with impending Next Generation 9-1-1 (NG9-1-1) changes?

You’re not alone. Public safety and security agencies nationwide are working hard to meet the challenges of these demanding new regulations. Many are busy updating their voice logging software to a fully compliant NG9-1-1 recording system and integrating their call recording equipment with call quality assurance software. However, despite significant emphasis upon the adoption of new technologies and processes, one thing that’s often overlooked is the...

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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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Public Safety Quality Assurance: Four Signs of Success

Public Safety Quality Assurance SoftwareHave you attended NENA’s recent webinar on “Quality Assurance & Improving PSAP Call Taking”?  Clearly, NENA sees, encourages and supports the progression of PSAP (Public Safety Answering Point) communications towards better standardization in communication protocols and procedures, backed by improved quality control that leads to timely improvements - before call taker knowledge gaps or procedural problems end up costing human lives. This was a great affirmation for many attendees of the webinar who already started this process or are preparing to get started. Indeed, our experience with...

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Interstate Batteries Gets a Jump Start with VPI EMPOWER Workforce Optimization Suite

Interstate BatteriesIt’s the sound all motorists dread. The click, click, silence that we all know is the sound of a completely dead battery. Stuck on the side of the road, late to work and sitting in your driveway, or stranded in a parking lot somewhere. Just waiting for some kind soul to come by with jumper cables and give you a boost.

When Interstate Batteries, the nation's #1 replacement battery company, was looking for a solution that would boost its call quality monitoring and analytics, improve agent performance, and ensure PCI call recording compliance, they looked to VPI's best-of-breed VPI EMPOWER ...Read More »
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Extreme Makeover: Call Center Quality Assurance Edition

Call Center Quality Assurance Article as Seen in Inbound MagazineJust like a home that sometimes needs to be refreshed, traditional quality assurance has reached a fork in the road of its 30-year life. Now's the perfect time to re-evaluate the way we monitor and measure our call center agents and “cleaning house” in the Quality Assurance (QA) department to make room for analytics-oriented QA tools and best practices. By implementing this makeover in your contact center, you can radically reduce manual steps required by most QA applications by more than 60 percent. And, who among us can’t use 60% less manual work?

 

Get started with these key items of focus in...

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All I Want for Christmas is PCI Compliant Call Recording

PCI DSS Compliance Call RecordingAhead of this year's holiday season, consumers charged more to their credit cards for second straight month. Robust holiday spending is driving the speculation that U.S. consumers are shifting their use of credit and debit toward credit. Early spending patterns do suggest that total credit card spending is increasing, as it has all year. Worldwide, consumers carry more than 1 billion Visa cards alone. More than 450 million of those cards are in the United States. The number of U.S. identity fraud victims rose 12 percent to 11.1 million adults last year. Credit and debit card fraud is the No. 1...
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New Guide: How to Solve 7 Everyday Contact Center Problems with Analytics

Call Center Analytics White PaperRenowned contact center market research firm Pelorus Associates just published a new and exciting resource guide on the use of analytics in the contact center. In it, they discuss 7 problems that can easily be solved with desktop analytics:

  1. Measurement and analysis of first call resolution (FCR)
  2. More effective agent evaluations
  3. Optimizing call handle time
  4. Campaign analysis
  5. Identification of at-risk customers
  6. Collections optimization and compliance
  7. Achieving PCI-DSS compliance

Chief analyst and author Dick Bucci does a great job of illustrating the power of contact center analytics by describing the...

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Ventana Research Discusses the Value of Analytics-Driven Quality Monitoring

Call Center Quality MonitoringVentana Research just released a new research perspective focused on the use of advanced analytics in the contact center, “Improving Business Performance through Outcome-Focused Quality Monitoring.” In the brief, Ventana discusses the prevalence of call recording (anywhere from 2.5% to 100% of calls) and the range of tools, from spreadsheets to advanced analytics, used to review these calls.  Although these recordings contain potentially valuable insights into what agents and callers say during calls, research shows that most contact centers review them manually and only to assess agent...Read More »
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Analytics Powering the New Focus on Quality

Featured in the Quality Assurance and Training Connection (QATC) newsletter

Targeted Analytics-Driven Call Quality MonitoringAfter over a decade of doing things the same way, traditional contact center quality monitoring is getting a major facelift. New analytics solutions and best practices are taking the ‘random’ out of and quality monitoring and transforming the way contact centers pursue and the speed in which they achieve their goals.

William A. Foster once said, “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many...
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