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 »
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 »
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 »
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...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 »
When 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...Read More »
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...Read More »
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)
Quality Assurance 2.0: Using Analytics to Focus QA on...
Have 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...Read More »
Just 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...Read More »
Renowned 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:
Chief analyst and author Dick Bucci does a great job of illustrating the power of contact center analytics by describing the...Read More »