Call Center eLearning

Read the report reprint to learn more about 13 of 14 product categories that VPI's recording, QA and workforce optimization solutions ranked first in DMG Consulting's 2012 Product and Market Report.

The latest report from the National Association of Call Centers (NACC) shows a very optimistic outlook for the call center industry. Learn about benchmark research and the latest trends in call recording, quality monitoring, speech analytics, performance analytics and E-learning.

There is immense pressure on contact centers to improve customer satisfaction while reducing internal costs. Without the right technologies and processes in place, it can be virtually impossible for contact centers to create the best possible customer service environment. Download the white paper to learn how to harness the power of unified workforce optimization solutions to get call recording, quality assurance, WFM, analytics, performance management, E-learning and customer surveying to work together to optimize contact center performance, customer satisfaction and compliance. You'll also learn how to quickly identify critical customer issues and realize process improvement opportunities across multiple communication channels - use analytics to identify high value interactions, prevalent reasons for customer calls, bottlenecks in contact center processes, and gaps in agent skills and knowledge. You'll discover proven methods for creating highly effective agent learning programs - personalize training content selection and delivery based on individual performance measures and skill gaps, prioritized by ranking of business objectives.

Traditional call center quality assurance has reached the end of its life cycle – it is too cumbersome to embrace the latest customer mindset and often contributes to customer dissatisfaction, organizational turmoil and reduced agent morale. The new, intelligent call center quality assurance systems automate workflow and rapidly identify insights into critical business and customer experience issues and opportunities. Perhaps most importantly, call center quality assurance now encompasses the entire process of doing good business throughout your contact center.

In today's highly competitive and rapidly evolving marketplace, it's crucial to equip agents with the appropriate skills to respond to customers effectively and efficiently. E-learning and coaching tools are proven to help contact centers mitigate agent churn, reduce staffing shortages and improve performance. This brand new white paper provides proven best practices and groundbreaking techniques for deploying e-learning and coaching solutions in the contact center.

Traditional touch tone and speech IVRs have failed because they try to take customers down a linear path. Learn how conversational virtual call agents powered by artificial intelligence can help you successfully automate a much broader range of your inbound and outbound call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs. You’ll also learn how several world-class organizations are already using cloud-based virtual call agents to lower costs, improve customer experience and gain a strong competitive advantage. You'll also learn about how easy it is to get started successfully automating your calls with VPI's Risk Free 30-Day Trial.

Learn how you can now automate a much broader range of your call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs and even some human agents. You’ll also learn how several world-class organizations are already using conversational virtual agents to lower costs, improve customer experience and gain a strong competitive advantage.

Quality and Performance Demo

• You and your team are invited to learn how VPI's latest software version release VPI EMPOWER 5.2 will help your organization more effectively capture, analyze and leverage multimedia interactions to improve workforce performance, build customer loyalty, minimize risk, and ensure regulatory compliance. 

• VPI’s flexible, open architecture system runs on standard industry hardware, is cost effective and includes robust features that will enable you to leverage powerful data associated with interactions like never before.

Watch the Webcast to review the findings from Ventana Research’s new benchmark study of 273 organizations and learn how leading contact centers are transitioning from tedious, inaccurate and siloed reporting to real-time, consolidated reporting.

Join this Webcast to learn how to get more value from your QA program by automating low-value tasks and classifying interactions by their business value to improve the customer experience and grow revenue.

The home run of contact center metrics, First Contact Resolution (FCR) is quickly becoming a primary measure of contact center effectiveness and an excellent predictor of customer satisfaction and loyalty. Watch the Webcast to learn about the pros and cons of the various methods used today to measure FCR and how to make measuring FCR more accurate and actionable with analytics.

Listen to this webast to learn how to identify the relevant metrics for your particular organization that will yield the results that matter - both to internal and external stakeholders.

Learn how analytics is changing the way companies do business and dramatically improving contact center quality and operational performance. Listen to this webinar to improve your QA programs, customer experience and retention.

Experience VPI EMPOWER, the next generation in contact center quality, performance and risk management software tools. Learn how easy it is to  uncover critical trends, issues and opportunities all from a personalized Web-based portal interface.

Learn how Michele Rowan, a 12-year contact center veteran and former VP of Performance Management for Hilton Reservations and Customer Care, successfully launched Hilton Hotels Corporation's first European at-home call center program!

Learn how Michele Rowan, a 12-year contact center veteran and former VP of Performance Management for Hilton Reservations and Customer Care, successfully launched Hilton Hotels Corporation's first European work-at-home call center program! 

Experience the many benefits of VPI's new VPI EMPOWER™ software suite of interaction recording and contact center workforce optimization solutions. Presented by renown Industry Analyst, Ted Lubowsky, from DMG Consulting.