Accelerate Employee Development with VPI's Call Center eLearning
VPI’s powerful call center elearning software is a learning management system (LMS) that transforms Quality Assurance and Performance Management systems into dynamic, actionable tools that drive business improvement. Use our call center elearning systems to personalize your employee learning process, matching individual skill or knowledge gaps to the right selection of electronic courses, quizzes and messages.
Improve learning curves with just-in-time call center elearning assignments
Keep employees stimulated with mixed media – supports videos, Web links, documents, images and more
Rapidly respond to problems or challenges in employee interactions
High transparency with dynamic reports on employee learning progress
Improve business agility by triggering call center elearning from any combination of quality or performance metrics
Maximize time efficiency by integrating call center elearning into workforce management schedules
Supports industry standard SCORM (Sharable Content Object Reference Model) E-learning content deliver so that the results of and time spent on each quiz question can be easily tracked.
Messaging and Alerts
Automatically send and track reminder messages, bulletins, notifications and alerts to employees or supervisors based on any interaction, quality or performance metric thresholds.
Ranked 1st in 13 of 14 product categories in DMG Consulting’s 2012 Product and Market Report – received a perfect score in 10 of the 14 product categories based on customer satisfaction feedback. Download Report
Lowest Cost of Ownership
Significant lowering of Total Cost of Ownership from legacy vendors due to single enterprise architecture, universal file access and support for VoIP, Digital and TDM communications in the same system. Unlike most legacy vendors, VPI does not force forklift 'box' upgrades and ends the 'cycle of obsolescence' with it's version upgrade maintenance plan.
Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.
Automatically assigned Coaching and E-learning – customized for each employee per scores from quality evaluations and performance metrics – to close skill gaps to drive agent and supervisor self-improvement and customer service quality. Coaching assignments accessible via employee desktops or in a classroom environment.
Root Cause Analysis
Drill-through reports enable easy root cause analysis via through varying levels of data. Several reports even allow for one-click playback of the relevant call recordings.
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.
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.
News and Blog Articles on Call Center eLearning
VPI is the world’s leading developer and provider of Customer Experience and Workforce Optimization software solutions and services for enterprises, trading floors, government agencies and first responders. The unique, award-winning VPI EMPOWER™ Web-based software suite integrates call recording, quality management, interaction analytics, performance reporting, E-learning and conversational virtual call agents. This groundbreaking solution suite enables organizations to radically improve customer experience, optimize operational performance, minimize risk and ensure compliance with less staff than ever before possible.
Every module within the VPI EMPOWER suite leverages advanced analytics, workflow automation and an open, Web 2.0 architecture to capture and share real-time insights from multiple communications and customer management platforms and automate virtually every manual task performed within contact centers today. VPIís approach has been disruptive to legacy designs because its software is easy to deploy, easy to use, and extremely cost effective Ė resulting in a significant return on investment.
Our 1,500+ successful customers in 50 countries worldwide tell the story best. Here are just a few.
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