Call Center eLearning Software Solutions
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Call Center eLearning

    1-800-Flowers.com
    American Suzuki Motor Corporation
    AT&T
    Cemex
    CNN / Turner Broadcasting
    Dex One
    Fuji Film
    General Electric
    Hunter Douglas
    Hyundai
    Interstate Batteries
    National Geographic
    Princess Cruises
    Sony
    Turner Broadcasting
    TV Guide Networks Inc.
    Verizon Business

Accelerate Employee Development with VPI's Call Center eLearning

View a Free Live Call Center eLearning Software Demonstration!
Request a Quote for Call Center eLearning Software Software.
Call Center eLearning Software White Papers

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.


Proven Benefits

Maximize the potential of each employee with personalized learning plans

Immediately alert employees to business opportunities with integrated messaging system

High transparency with dynamic reports on employee learning progress

Improve employee job satisfaction by meeting their individual training needs

Improve learning curves with just-in-time call center elearning assignments

Easily assess the impact of training is having on performance with SCORM compliant assessments

 
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.

 
SCORM Compliant

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.

 
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.

Powerful Reporting

Highly customizable reports, dashboards, heat maps, desktop tickers and automated messaging and alerting capabilities included with all VPI product modules.

 
Top Rated

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

 
Personalized Coaching

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.

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.

 
Download DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction StudyDMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study
Learn why customers ranked VPI's contact center workforce optimizaiton solutions ranked first in 13 of 14 product satisfaction categories.
Download NowDownload DMG Consulting 2012 Contact Center Workforce Optimization (WFO) Product Satisfaction Study Now

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.

 
Download NACC Call Center Market Trends and Forecast Report NACC Call Center Market Trends and Forecast Report
by the National Association of Call Centers (NACC)
Download NowDownload NACC Call Center Market Trends and Forecast Report  Now

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.

 
Download Getting Workforce Optimization RightGetting Workforce Optimization Right
How to Align Your Agent Training and Management with the Needs of Your Customers, authored by Ovum
Download NowDownload Getting Workforce Optimization Right Now

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.

 
Download Quality Assurance 2.0: The Rebirth of Contact Center QAQuality Assurance 2.0: The Rebirth of Contact Center QA
Download NowDownload Quality Assurance 2.0: The Rebirth of Contact Center QA Now

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.

 
Download Contact Center Optimization in a Challenging EconomyContact Center Optimization in a Challenging Economy
Authored by Datamonitor
Download NowDownload Contact Center Optimization in a Challenging Economy Now
 
Download  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies
Authored by The Pelorus Group
Download NowDownload  The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies Now
 
Download Contact Center QA Guide: Building a World-Class Quality Assurance ProgramContact Center QA Guide: Building a World-Class Quality Assurance Program
Authored by analyst Donna Fluss from DMG Consulting
Download NowDownload Contact Center QA Guide: Building a World-Class Quality Assurance Program Now
 
Download Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer ExperienceCall Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience
Authored by Donna Fluss from DMG Consulting
Download NowDownload Call Center At-Home Agent Best Practices: Essential Tools for Managing Employee Performance, Service Quality and Customer Experience Now
 
Download Best Practices in Call Center Recording, Quality Monitoring and CoachingBest Practices in Call Center Recording, Quality Monitoring and Coaching
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download NowDownload Best Practices in Call Center Recording, Quality Monitoring and Coaching Now
 
Download 5 Secrets to Contact Center E-Learning and Coaching Success5 Secrets to Contact Center E-Learning and Coaching Success
Authored by Ovum Research
Download NowDownload 5 Secrets to Contact Center E-Learning and Coaching Success Now

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.

 
Download Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact CentersCall Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers
Authored by Dick Bucci from The Pelorus Group
Download NowDownload Call Recording and Quality Management Handbook for Small- to Medium-Sized Contact Centers Now
 
Download IVR Gets a Brain: From Zero to Hero in Just 30 DaysIVR Gets a Brain: From Zero to Hero in Just 30 Days View Webcast

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.

 
 
Download Optimizing the Customer Experience with Virtual Call AgentsOptimizing the Customer Experience with Virtual Call Agents View Webcast

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.

 
 
Download Experience VPIs Award Winning EMPOWER v5.2Experience VPIs Award Winning EMPOWER v5.2 View Webcast

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.
 
 
 
News and Blog Articles on Call Center eLearning
 
 
About VPI

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. VPI’s approach has been disruptive to legacy designs because its software is easy to deploy, easy to use, and extremely cost effective – 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.