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Workforce Optimization Software

5 Call Center Workforce Management Myths Debunked

If you’re reading this, you’ve probably struggled with spreadsheets or a legacy workforce management (WFM) technology in an attempt to accurately forecast and schedule your contact center or back office staff. Not sure if you’d benefit from a more modern, automated WFM forecasting and scheduling software solution?  Having been in the Workforce Optimization space for

20 Call Center QA and Performance Management Questions Asked and Answered

VPI recently hosted a Webcast on the ‘Top 10 Call Center Quality and Performance Management Best Practices.’ We have received a number of great questions during the event and afterwards. The following article provides answers based on a combination of our extensive experience, QATC research, and industry best practices. 1.  What percentage of customer calls

VPI Ranked #1 in Customer Assurance and #2 Overall in Ventana Research’s 2015 Value Index for Workforce Optimization

Ventana Research, a leading benchmark research and advisory services firm, has ranked VPI as a top software vendor in the 2015 Value Index for Workforce Optimization. In addition to achieving the ‘Hot Vendor’ rating, VPI was rated the highest among all ten vendors evaluated in Customer Assurance, which factors in total cost of ownership (TCO),

6 Myths of Speech Analytics

Misconceptions abound about the logistics and requirements of speech analytics (SA), even in the minds of those who are currently using the technology. Without the assistance of a professional services organization, the learning curve may be steep and confusing. The sooner you move beyond these six common myths, the sooner you’ll see a significant improvement

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

VPI 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,”

Improving First Call Resolution (FCR) with Analytics

As a consumer, what’s more frustrating than calling a company multiple times, repeating your information to various representatives, and potentially not even having your issue resolved or your question answered? Not much. And the best companies know it. That’s why they attempt to track and strive to improve First Call Resolution, or FCR. FCR measures

Latest Version of VPI EMPOWER Contact Center Quality and Performance Optimization Suite Rated ‘Avaya Compliant’

Call 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

Accelerating Call Center Quality Assurance and Workforce Optimization with Desktop Screen Analytics

Call center quality assurance software is now a fundamental technology in virtually every competitive call center environment. As the economy begins to recover, 2010 is expected to be another tough year for enterprises, with contact center managers asked once again to reduce their operating expenses while improving the customer experience and satisfaction scores. They will