Call Center Coaching e-Learning Solutions and Resources.
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Get smart during idle time.

VPI COACHING™
E-Learning & Coaching
Call Center Coaching eLearning Resources

VPI's desktop tickers are fantastic because they allow agents to self-monitor and to see how they’re doing on a daily and even hourly basis. This has created a positive, competitive environment.

- Lou Orsi
1-800-Flowers.com

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You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

VPI COACHING™ is an easy-to-use contact center Learning Management System (LMS) that puts knowledge in the hands of those who need it, precisely when they need it the most. This LMS delivers training content and messages to agents just in time to improve their efficiency and enhance productivity. Contact centers that use VPI COACHING have better trained, motivated and empowered agents, which invariably results in improved customer satisfaction, retention, advocacy and profitability.

Why VPI’s Call Center E-Learning Software is Better

bullet Web-based content distribution system standardizes the delivery and tracking of training across sites and shifts
bullet Upload E-learning content in virtually any format from any authoring tool, including trackable SCORM compliant modules and pop-up messages.
bullet Automatically delivers personalized content based on QA and performance metric thresholds
bullet Develops employees for skills-based routing
bullet Integration with WFM assigns training when queue volume is low

Learning Library

Our advanced content management system helps you bring order and logic into your learning curriculum. Import and tag any number of your learning modules. Build your library with any combination of training flashes, quizzes, eLearning courses, educational tips, examples of best practices calls, compliance bulletins, and pre-shift announcements. Organize them into categories and hierarchies that follow your employee development plan and facilitate intelligent, rules-based assignments.

Structure your training content for computer based or classroom training
Use SCORM-compliant modules for the most thorough tracking of learning progress
Embed or link quizzes to course material to check comprehension and retention

 

Search and playback interface provides at-glance views of events that occurred during calls for fast visual assessmentSearch and playback interface provides at-glance views of events that occurred during calls for fast visual assessment Integrated Heat Maps provide powerful, interactive visualizations of search resultsIntegrated Heat Maps provide powerful, interactive visualizations of search results

Personalized Assignment

VPI COACHING enables you to deliver proactive knowledge building content or remedial training to bridge the agent knowledge, skill and performance gaps. The system monitors agent compliance with targeted quality and performance metrics and responds with automated, personalized selection of the right training materials when the need is identified. Personalized content is assigned and distributed when most relevant – improving each agent’s opportunity for success.

Maximize training impact with targeted course delivery
Automate timely intervention to bridge knowledge gaps and performance lapses
Deliver training directly to agent desktops via thin client interface
Send new training alerts via network pop-ups or desktop tickers

 

VPI CAPTURE can assemble recordings into sets of business scenarios for review according to your specific objectives or concernsVPI CAPTURE can assemble recordings into sets of business scenarios for review according to your specific objectives or concerns

Reporting

VPI COACHING Web-based reports enable you to track the impact of your training programs on individual or group performance and identify critical skill gaps that require additional instruction. Consolidated, KPI-correlated reports measure the results of coaching and training, associating KPIs with courses or training programs to track the impact of specific training content on specific areas of agent performance.

Attach quizzes to learning modules to immediately measure understanding and retention
Track and trend training usage and test scores, identify problem areas
Visualize training effectiveness in consolidated performance and coaching reports

 

Personalized Web dashboards help you to quickly recognize call patterns and events

WFM Integration

VPI integrates with Workforce Management systems to schedule agent training at the most appropriate times in order to maximize productive uptime and minimize service level impact. The training content is delivered within dedicated time periods in each agent’s schedule, such as during breaks or training periods. Agents are prohibited from accessing this content during all other times that are scheduled for other activities.

Pop-up message announces the start of the training period and provides a link to assigned training content
Integration to VPI FORESIGHT, Genesys WFM, IEX, and others supported
Desktop ticker shows the number of coaching activities assigned and currently active for each agent

Typical Results

VPI Coaching supports dynamic, improvement-oriented performance management that maximizes opportunities and minimizes challenges. Users of VPI Coaching system experience rapid ROI from:

Increased agent productivity and decreased turnover due to empowerment with timely information
Increased sales, collections, and customer service quality resulting from better trained and informed agents
Faster resolution of escalations
Decreased training delivery costs, faster new-agent ramp-up
Increased customer satisfaction, retention, profitability, and advocacy with higher levels of service

 

Detailed Audit Trail provides tabular and graphical Heat Map views of user activities within the systemDetailed Audit Trail provides tabular and graphical Heat Map views of user activities within the system User hierarchy rules can be defined within VPI applications or adopted directly from Active Directory via LDAP integrationUser hierarchy rules can be defined within VPI applications or adopted directly from Active Directory via LDAP integration

Customer Success

1-800 Flowers.com® Increases Operational Efficiency with VPI’s Agent Productivity Software

With a total of nine sites – five internal throughout the United States and four outsource partners – and up to 2,000 agents working at peak periods, 1-800-Flowers.com has tackled all the challenges inherent to businesses operating large, multi-site contact centers.

> See how they did it
American Century Investments Optimizes Client Experience with VPI's Analytics-Driven Quality Assurance and Performance Management
> See how they did it
PNC Bank Optimizes Call Center Performance with VPI's Avaya Workforce Optimization and Performance Reporting Solution

PNC Bank is a thriving financial services organization that serves the retail, business and corporate markets. The company needed to improve agent performance and enterprise performance reporting - a critical element in the financial services industry. With Avaya and VPI's Avaya Workforce Optimization solution, PNC is seeing tremendous results.

> See how they did it