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As the leading provider of communications recording and quality assurance solutions, VPI is pleased to offer you the following guide:
  Emergency Response Quality and Performance Handbook
Authored by Analyst Dick Bucci from The PELORUS Group

The development of Next Generation 9-1-1 and soon-to-be introduced Quality Assurance (QA) standards are raising the bar for the quality of service required from public safety agencies. Quality of service is impacted by both the performance of employees and the processes in use. Periodic, systematic quality evaluation of emergency contact center communications can provide invaluable transparency to everyone involved and expose inadequacies in both employee and process areas. Download this guide to:

Important technology, legal and regulatory forces driving changes in public safety communications today.
What key performance indicators (KPIs) to use to effectively measure the performance of your communications center staff.  
How to implement an effective Quality Assurance program.  
What to look for in a new recording system to effectively meet Next Generation 9-1-1 requirements for interoperability, IP communications support, open architecture, flexibility and scalability.