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Category: Contact Center Analytics

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Contact Center Analytics

Repeat Calls? How to Measure First Contact Resolution More Accurately

One of the best things we can do for our customers and for our company when providing customer support is answering their questions and fixing their problems the first time they call in. The First Contact Resolution (FCR) rate is the home run of contact center statistics. It is the single key performance indicator (KPI)

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New Book OPTIMIZE Reveals 100+ Call Center Optimization Best Practices

I’m pleased to announce the publication of my new book OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices.  Co-authored with industry analyst Dick Bucci from Pelorus Associates, the 130+ page guidebook is a compilation of hundreds of proven contact center optimization strategies, best practices, tips and tools. Contact center executives, managers and analysts will learn

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VPI Wins 2015 CUSTOMER Contact Center Technology Award for Enhancing Workforce Optimization Technology with Business Intelligence

TMC, a global, integrated media company, has named VPI EMPOWER as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine.  “We are honored to receive this prestigious award,” said Chris Morrissey, president at VPI. “The credit goes to the dedicated members of our team for tirelessly forging a new age of business productivity

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Webcast on Business Intelligence & Analytics for Contact Centers

Why wait for reports to optimize service delivery when you can analyze and act on your data now? Get a front row seat to a better tomorrow. Come see how VPI Intelligence – the world’s best BI tool designed specifically for contact centers – gives you everything you need to effectively manage customer experience at your fingertips.

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Why Business Intelligence is a Must Have for the Contact Center

We have all heard the old adage that you can’t walk and chew gum at the same time. Well you can. It’s really not that hard. But what if you have to walk and chew gum and juggle three tennis balls all at the same time?  Now we are talking some serious multitasking. If you

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How Desktop and Speech Analytics Solves 4 Everyday Call Center Problems

Interaction 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,

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