Call Center Analytics

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.

Learn how to solve seven major problems faced by contact centers everyday with desktop analytics, including:
1. Measurement and analysis of first call resolution
2. More effective agent evaluations
3. Optimizing call handle time
4. Campaign analysis
5. Identification of at risk customers
6. Collections optimization and compliance
7. Achieving PCI – DSS compliance

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.

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way – the next generation of QA solutions is here. Utilizing workflow automation and analytics, they can reduce the manual steps required by most QA applications by 60 to 80 percent while ensuring the voice of the customer (VOC) is still heard.

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, VPI Fact Finder is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.

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.

Learn more from Ovum and VPI about three of the most commonly evaluated and used contact center analytics solutions – performance analytics, desktop analytics and speech analytics.

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 Webcast to learn about the five thorny, expensive issues that bedevil every service delivery organization, and show how paying attention to rich data can point to practical solutions that save money and boost the customer experience.

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!

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.