Make Better Decisions Faster!
Harmonize Quality and Performance Improvements for Exceptional Results!
Multi-channel
Interaction Recording
Analytics-Driven
Precision Quality Monitoring
Real-time
Performance Analytics and Automated Coaching
VPI
EMPOWER™ equips you with real-time
knowledge and tools to drive continuous, proactive improvements
across multiple operational dimensions in order to maximize
the value of contact center customer interactions. VPI
EMPOWER is a rich, business-centric set of
call center management software tools that will make
a significant impact on your bottom line – mitigating
risk, streamlining and enhancing quality management
and optimizing performance.
Capture and Consolidate Telephony and Business Data from Multiple Sources
Measure and Analyze Contact Center Performance
Automate and Personalize Feedback and Training for Each Employee’s Progress
Optimize the Business Performance of Your Contact Center
VPI
EMPOWER – The Integrated Solution for Workforce Optimization
VPI
EMPOWER call center management software enables
organizations to proactively improve the customer experience,
change agent attitudes and behaviors to achieve performance
goals, and identify and share valuable business intelligence
throughout the enterprise.
Read More »« Less
Successfully increase profitability, minimize risk and improve customer loyalty
Create a sustainable competitive advantage
Improve overall customer satisfaction and retention
Significantly reduce call handle times, wasteful business operations and supervisor to agent ratios
Improve operational effectiveness, accountability at all levels, first call resolution, sales conversion and dollars collected
Exponential Value of VPI’s Integrated Solutions
Drive Performance with Actionable Information
Leverage your performance
management desktop tickers and Web based call center
management software dashboards to automatically display
multi-level information customized for agents and management
in real time. Information displayed may include performance
statistics, out-of-range changes in key performance
indicators, agent quality management scores, indications
from screen and contact center analytics, and optionally
also workforce management information such as schedule
changes and reminders.
Read More »« Less
Improve agent engagement, empower self-correction and continuous performance improvements by delivering coaching information to agent desktops focusing on improving group and individual quality and performance achievements, without needless interruptions to call handling process.
Enable decision making agility and accuracy by presenting management with multi-dimensional performance statistics and enable convenient data interaction for root cause analysis, via easy drill-downs from any information category to any level of detail – even down to playback of customer interaction recordings.
Focus and Align Performance with Business Goals
Incorporate business goals in definition of key performance indicators. Supplement standard performance metrics with vital qualitative metrics – soft skills – in quality evaluation forms.
Read More »« Less
Align goals of individual front line employees and teams - communicate and coach employees towards the same performance objectives. Identify the events during customer interactions that relate to performance indicators with screen analytics – tag high-value interactions in the database of call and screen recordings.
Provide periodic feedback on how
actual performance compares to set objectives
via desktop tickers – create the
culture of accountability and transparency.
Equip managers to with these powerful call
center management software tickers to more
easily stay in touch with employee progress
during every phase of goal completion, allowing
immediate reinforcement of progress via coaching,
notifications and alerts.
Improve Customer Service and Loyalty with Intelligent Quality Management
Focus your quality management efforts and efficiently utilize the scarce time of your supervisors and evaluators by selecting the most meaningful customer-agent interaction recordings for evaluations, based on specific company objectives – leveraging integrated applications.
Read More »« Less
Evaluate based on real-time performance management notifications of increased or decreased up-sell performance, increased volume of cancelled orders or unwanted practices that lead to complaints, write-offs and lost customers – based on interaction recordings tagged by screen analytics, or risk of security or data privacy violations reported by security audit and PCI Compliance Capture Pack.
Compare quality scores with key performance indicators to improve scripts, processes, and provide stronger, more relevant agent coaching.
Maximize Employee Efficiency and Effectiveness
Align automated distribution of agent coaching content – assigned based on performance statistics from your performance management system - with workforce management schedules (optional integration).
Read More »« Less
Leverage the agent coaching module of the
performance management desktop ticker or Web
Portal call center management software dashboard
to display messages and coaching tips and
for launching course content.
Maximize training efficiency and agent utilization rates.
Desktop analytics is an important component of the emerging analytically-enabled quality assurance process. These applications are highly valuable because they help contact center managers reduce operating expenses while improving the customer experience.
- Ted Lubowsky, Industry Analyst, DMG Consulting
The savings that desktop analytics has the potential to uncover can be stunning.