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Workforce Optimization Software

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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10 Signs You’re Ready for Call Center Business Intelligence

The saying in contact centers that you can’t manage what you can’t measure is so true that it’s becoming cliché. You most likely heard this saying too, and may be even tired of it, especially since it usually isn’t very easy to measure, digest and interpret all indicators of your contact center’s performance that matter

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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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Top 6 Strategies to Optimize Call Center Quality Assurance

A benchmark research study of hundreds of contact center professionals conducted by Call Center IQ and sponsored by VPI revealed the top initiatives planned to improve Call Center Quality Assurance programs. Following this chart, I’ll share best practices and tips for each of these strategies. Top 6 Call Center Quality Assurance Priorities   Source: Call Center

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10 Hiring Strategies for Call Center Workforce Optimization

We’re proud to be an annual participant in the Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. Each year there are dozens of helpful call center workforce optimization tips shared by some of the highest performing customer-facing organizations around the globe. Here are ten strategic hiring tips shared by QATC members and former conference attendees:

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20 Signs You Need Modern Workforce Management Software

No doubt you already manage agent schedules based on forecasted demand for your contact center services, matched with your service level commitments. Perhaps manually with spreadsheets or an abacus, or with an aging workforce management (WFM) software application? Your customer satisfaction depends on it, as does your success with cost control. But what about the cost, accuracy, and

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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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21 Expert Speech Analytics Tips: How to Select, Deploy and Optimize

Speech analytics has been seen as a trendy, cool technology to own for a several years now, because it can provide insights into customer and agent communications in ways that are unmatched by any other tools.  For example, speech analytics software can help you identify and improve processes for the types of calls that are

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Call Recording Compliance Questions Answered: PCI, HIPAA, Dodd-Frank and Telemarketing Sales Rule

Recently, Pelorus Associates and VPI hosted a webcast on the latest requirements for compliance with PCI DSS, HIPAA, Dodd-Frank, Telemarketing Sales Rule (TSR) and other regulations, along with an introduction to solutions for compliance call audio and screen recording. We received a number of great questions from attendees of this event. The following article provides answers that

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35 Inspiring Ways to Improve Your Call Center Quality Assurance Program

I was recently honored to be asked to join a panel of esteemed Call Center Quality Assurance experts at the QATC Annual Conference (Quality Assurance and Training Connection), ICMI Contact Center Expo and the CRMXchange Quality Assurance & Analytics Virtual Conference. Here are my 35 favorite, most effective tips shared by panelists which I thought

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22 Expert Tips to Improve Customer Experience

It’s no mystery that customer experience is one of the highest priorities, if not THE highest priority for consumers and business alike today. Your customer’s end-to-end journey with you is something that needs to be improved daily to increase customer satisfaction and loyalty. It doesn’t matter how great your product or services are if your customers don’t want to

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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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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

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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

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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),

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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

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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,”

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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

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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

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