Category: Telephone Call Recorder

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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Public Safety 911 Quality Assurance: APCO Webcast Questions & Answers

http://www2.vpi-corp.com/APCO-QA-Webcast-Recording

We recently hosted a Webcast with APCO on Public Safety 911 Quality Assurance Best Practices and Tools, featuring QA professionals Angela Fine from Bell County 9-1-1 Communications in Texas, Joell Kight from Fauquier County Sheriff's Office in Virginia, and Patrick Botz from VPI. There were many fantastic questions about Quality Assurance processes and standards, and VPI’s QA software.

Have another question? Just ask us.

How do different agencies use the information obtained through QA to coach and train their staff? What practical methods have been found to do this? Also what are the most...

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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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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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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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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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Virtual Call Agents Showcase their Smarts at Avaya Users Conference

Listen to the Podcast!This week, we showcased our next generation in speech self-service - VPI VirtualSource - at IAUG Converge2013, the International Avaya Users Group's annual conference in Orlando. Our long-time colleagues at Avaya invited us to discuss the many ways in which VPI's Virtual Call Agents powered by artificial intelligence are being used to greatly improve self-service in this informative Podcast.

Virtual assistant technologies are projected to be the new standard for customer self-service interactions in the near future. Gartner predicts that by 2020, the customer will manage 85% of the relationship...

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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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Public Safety Quality Assurance Tools Q&A

The following great questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Please find below our answers for your review:

Quality Assurance Software Questions and Answers

Does the VPI QA system come with quality evaluation forms? If so, how would we customize them or add new ones?

Yes, VPI’s QA system is delivered with sample evaluation forms that have been developed based on best practices of our customers. These forms can be used as templates – you can modify, delete and add any number of questions, skills and sections.  One or...

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Public Safety Quality Assurance Best Practices Q&A

Learn more about the ReplayQA outsourced quality assurance serviceThe following excellent questions were asked during the recent APCO training Webcast on Public Safety Quality Assurance Best Practices and Tools. Lori VanGilder, Manager of Quality Assurance Services at Replay Systems, APCO Institute Adjunct Instructor and prior Communications Supervisor in Florida, provided the following answers below for your review.

Our QA program is viewed by the dispatchers negatively. We offer several training steps to assist the dispatcher in improving. What advice do you have to make the QA process a more positive experience?

First of all, it is great that you do have a...

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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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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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Energy and Utility Providers Embrace New Quality Monitoring Tools to Optimize Customer Service and Operations

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Leading industry analyst firm, Gartner, predicts that employees will account for up to 80 percent of contact center budgets in the increasingly demanding world of customer interaction. Such a substantial investment cannot be left to chance, yet, it is often an area that is overlooked and rarely reviewed by managers.

Like many other industries in which employee performance is crucial to the customer experience, the utility industry provides an essential commodity to the public. As they are often under intense scrutiny, utility companies must also take steps to minimize their exposure to...

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How to Ensure Compliance with PCI DSS Call Recording Requirements

Complimentary Call Recording Guide to PCI DSS ComplianceSo many of our customers today are conducting business over the phone, which frequently includes processing credit card transactions. We all know how crucial it is to keep that personal data safe and secure – protecting the identities of the buyers and the reputation of the companies taking their sensitive information.

What some companies don’t know, however, is that in October 2010, the Payment Card Industry Council made a major update to the PCI Data Security Standard that tightened the rules for recording and access to sensitive credit card data. Like many other regulations, the requirements...

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Complimentary White Paper: Call Center Metrics That Matter

Metrics That Matter: Proactively BoostPerformance and Customer ExperienceAre 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...

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Free Research Report: Call Center Quality Assurance and Liability TDM and VoIP Call Recording Product and Market Report Summary, Authored by and Featuring Research from DMG Consulting

 Quality Management, Liability Recording & Workforce Optimization Product Report

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...

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Best Practices for Public Safety Communications Recording, Quality Assurance Call Monitoring and Training - A Complimentary Resource Guide

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...

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Call Recording Software Advancements and Proven Best Practices

Voice Call Recording Software Advancements and Proven Best PracticesPhone call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now using call logging software. Telephone voice recording software helps many organizations optimize the customer experience, improve agent call quality, and minimize risk by providing receipts of oral commitments for dispute resolution, preventing...

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Call Logging Software: Managing the New Compliance Laws with the Latest Phone Call Logger Technologies

Managing the New Compliance Laws with the Latest Call Logging SoftwareTechnologiesTelephone voice recording solutions are essential for recording agent-customer interactions and associated telephony and screen data. However, in this new age of cyber crime and identity theft, the inevitable emergence of strict regulations to help protect sensitive customer data has resulted in many organizations being forced to scramble to update or replace their existing phone audio recorder solutions in order to adhere to the latest legislative guidelines.
 

The PCI-DSS, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment...

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