VPI Develops Reliable Call Center Management Software and Robust Contact Center Reporting Software.

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Using Customer Insights to Drive a High Octane Contact Center Culture
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VPI’s Vice President of Workforce Optimization, Patrick Botz, recently sat down with Paul Stockford of Saddletree Research to about the changing role of quality assurance (QA) in the contact center and new strategies that allow contact centers to fine-tune the QA process in order to gain more value out of the quality monitoring process. In addition to being the Chief Analyst for Saddletree, Paul is also the Director of Research at the National Association of Call Centers. So he really is busy keeping his finger on the pulse of the industry.

Paul’s research recently found that call center quality assurance (QA) systems are the most widely used solution in the contact center today - with 74% of the industry currently using some form of QA technology. However, most organizations are not maximizing the value of their QA efforts – they’re still employing random call monitoring practices that cannot embrace the latest customer mindset and often contribute to customer dissatisfaction, organizational turmoil and reduced agent morale. In this short podcast, Paul and Patrick discuss the importance of using analytics to monitor quality in the contact center and why random call monitoring is no longer a valid strategy as it was decades ago.


Using Customer Insights to Improve the Patient Experience and CMS Star Ratings Play Download

Hospitals and other healthcare providers, as well as insurance companies, rely on accurate and timely communication to save lives, run smoothly and enhance patients’ health. But how do you know if your contact center is fulfilling its part of that equation? In this podcast, Mohan Nair will discuss:

  • The increased focus on the contact center as an integral player in healthcare reform
  • How the right quality monitoring and analytics tools can improve the patient experience, boost your CMS quality and performance ratings, cut costs, enhance privacy and improve compliance reporting
  • Staffing your healthcare contact center for quality
  • How First Contact Resolution (FCR) metrics are driving improvements across the entire organization

Finally, you’ll walk away from this podcast with two recommendations you can implement today to improve your contact center’s quality, performance and customer experience.

 



Unified Contact Center Reporting: An Interview with Telecom Reseller Play Download

In this podcast, Patrick Botz, VP of Workforce Optimization sits down with Doug Green from Telecom Reseller to discuss advances in contact center performance reporting. You'll learn how unified contact center reporting:

  • Provides a unified view of multiple data sources and sites including Avaya, Cisco, Aspect and many other ACD and dialers, CRM, QA, WFM and ticketing systems, as well as internal databases.
  • Graphically presents your metrics in real time in the form of Web-based reports, dashboards, scorecards and desktop tickers.
  • Alerts you to potential problems and opportunities in your contact center.


The Contact Centerís Strategic Role in a Utility Providerís Overall Success Play Download

In the highly regulated and complex energy and utilities sector, the contact center is often the unsung, but most visible, hero. Frequently overlooked as a strategic player in the past, the contact center is finally being noted by utility providers as critical to overall company success. In this podcast, Mohan Nair will discuss:

  • Emerging trends in recruitment and training of contact center agents
  • The benefits of implementing quality monitoring and individual mentoring in a utilities environment
  • Why utility providers must ensure that communication, training and quality monitoring are always among top priorities

Finally, you’ll walk away from this podcast with two recommendations you can implement this year to greatly improve the compliance, quality and performance of your contact center operations.

 



Rebuilding Trust in Financial Services through Exceptional Customer Experiences Play Download

Financial services providers are doing a delicate balancing act these days: complying with requirements for more transparency and lower costs versus the need to provide outstanding customer service. While challenging, there are companies who are able to achieve this balance and are rebuilding the trust and relationships that may have been damaged during the recession. In this podcast, Mohan Nair will discuss:

  • The critical role the contact center is playing in rebuilding the reputation of the financial services industry
  • Important trends to watch
  • Examples of innovative financial organizations that are balancing compliance and minimizing security breaches while delivering outstanding customer experiences
  • Tips for staffing and training your outsourced contact center to reduce attrition

Finally, you’ll walk away from this podcast with two recommendations you can implement this year to greatly improve the compliance, quality and performance of your contact center operations.

 



Keys to Maximizing the Client-Outsourced Contact Center Relationship Play Download

Organizations turn to outsourced contact center services to lower operational costs and increase the number of agents they can access at a given time. But often, critical quality control measures are reduced or removed altogether in the cost reduction effort. To ensure productivity, quality and a customer satisfaction, Mohan Nair will discuss:

  • Critical metrics that must be included in contracts with Outsourced Service Provider
  • The importance of selecting a provider that will build and strengthen your brand over one that just saves you money
  • Why analyzing and acting on real-time performance metrics is more effective than relying on historical trends and data
  • Tips for staffing and training your outsourced contact center to reduce attrition
Finally, youíll walk away from this podcast with two recommendations you can implement today to improve your contact centerís quality and performance ratings.