Call Center Performance Management

Download the complimentary benchmark research paper, authored by Chief Analyst Paul Stockford of Saddletree Research, to learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You'll discover today's most important contact center issues to measure and act upon in real-time and the highest-value metrics to share in real time with front line agents. You'll also learn why real-time performance management software is among the elite industry solutions with highest ROI impact.

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.

Have you ever been blindsided by issues in your contact center? Still manually compiling data from different systems? Need timelier, more flexible reporting? If so, you’re not alone. Most contact centers are dependent upon incredibly limited reports that can’t provide the critical and timely data and alerts essential for crisis prevention and optimum performance. Fortunately, recent innovations in contact center performance management technology means that you don’t have to struggle with reporting anymore. There are now flexible, real-time and historical reporting tools that can adapt to your specific, evolving business needs. Download this groundbreaking white paper authored by renowned analyst Donna Fluss today to learn how.

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.

Download this complimentary 35 page report executive summary to learn which contact center quality management and liability call recording technologies help call center managers achieve their primary goals, key contact center quality management and liability recording technology trends altering the direction of contact centers, How to take your contact center quality management program to the next level and increase productivity while enhancing the customer experience and agent satisfaction and many more call center quality management skills!

Now more than ever, contact center managers and executives need to be proactive in helping their organizations accomplish strategic and tactical goals, but with so much data available there's a tendency to rely upon the tried and true call center metrics that everyone tracks. Successful managers know the call center metrics that matter, understand contact center metrics best practices, and utilize proactive technologies that enable them to monitor call center measures to identify and optimize rather than wait and react.

Learn how Cisco and VPI customer Straumann, a global leader in dental implant solutions and restorative dentistry, enhanced the capabilities of its Cisco Unified Contact Center system and operations with VPI's award-winning real-time performance management reporting solution. The VPI Cisco UCC Enterprise reporting and Cisco UCC Express reporting solution complements and enhances the UCCX and UCCE platforms greatly by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive Cisco UCCE and UCCX reports, scorecards and desktop tickers to empower contact center managers and agents to make better, quicker decisions. To learn more, visit http://www.VPI-corp.com/Cisco

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.

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 work-at-home call center program!