VPI Resource Center

Sharpen your quality and performance management skills.

Boost your IQ with resource guides, webcasts, videos and more.

Download The Business Case for Contact Center Performance ManagementThe Business Case for Contact Center Performance Management
Download NowDownload The Business Case for Contact Center Performance Management Now

This eBook, which draws on Ventana Research’s extensive benchmark research, uncovers the 8 proven benefits of modern contact center performance management systems. You’ll learn how to develop a strong business case for investing in performance management systems that track and help improve contact center performance, employee satisfaction and the customer experience, and why performance management systems are one of the top two planned analytics investments for the year ahead.

 
Download Avoiding the Pitfalls of Speech Analytics ImplementationsAvoiding the Pitfalls of Speech Analytics Implementations
Download NowDownload Avoiding the Pitfalls of Speech Analytics Implementations Now

Speech analytics is a fantastic tool when it’s used properly. It has the ability to provide valuable insights into customer needs, wants and opportunities. Better yet, business insights can be quickly identified and correlated without intruding on customer communications. This sounds great – and it can be – when the potential barriers and challenges are addressed.

 
Download Top 35 Reasons You Need Contact Center Performance ManagementTop 35 Reasons You Need Contact Center Performance Management
Authored by Donna Fluss, President of DMG Consulting
Download NowDownload Top 35 Reasons You Need Contact Center Performance Management Now

Whether you have 20 or 20,000 agents in your contact center, it’s essential to have one system of record that collects, consolidates, standardizes, analyzes and presents timely and actionable findings and recommendations to agents, supervisors and managers. Review the list of 35 common issues that performance management solutions address to see the many ways your customer-facing operations can benefit.

 
Download Navigating Call Recording LawNavigating Call Recording Law
Download NowDownload Navigating Call Recording Law Now

To avoid costly violations and ensure customer credibility, you need to be aware of many of the new and evolving laws, regulations, and industry standards that most profoundly affect contact centers, what you can do to avoid problems, and where to go when you need help. Regulations covered include: Payment Card Industry Data Security Standard (PCI-DSS), Dodd Frank Wall Street Reform and Consumer Protection Act, Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA), Fair Debt Collections Practices Act (FDCPA), Consent to Record, Health Insurance Portability and Accountability Act (HIPAA) and Family Medical Leave Act (FMLA)

 
Download Mastering Self-Service with Virtual Call AgentsMastering Self-Service with Virtual Call Agents
Download NowDownload Mastering Self-Service with Virtual Call Agents Now

The contact center is becoming increasingly complex. Traditional live agents alone can’t meet the demands of today’s contact center. Fortunately, advances in artificial intelligence are offering an ideal voice self-service solution - Virtual Call Agents.

 
Download Good to Great: Rapid Results with Real-time Performance ManagementGood to Great: Rapid Results with Real-time Performance Management
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download NowDownload Good to Great: Rapid Results with Real-time Performance Management Now

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.

 
Download Contact Center Quality Assurance Buyers GuideContact Center Quality Assurance Buyers Guide
Knowing What to Look for Up-Front is Essential for Organizations to Select the Right Solution for their Needs
Download NowDownload Contact Center Quality Assurance Buyers Guide Now

Traditional quality assurance (QA), which has been primarily focused on monitoring and improving internal agent quality and compliance for the past 30 years, is now also being used to uncover valuable insights to improve business operations and customer satisfaction. The emergence of workflow automation and embedded analytics with new QA solutions are helping customer facing organizations around the world reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, the latest QA solutions take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. This resource guide outlines and reviews the key considerations and top ten capabilities of importance when purchasing a new, more effective QA solution.

 
Download The Right Way to Do Contact Center ReportingThe Right Way to Do Contact Center Reporting
Authored by DMG Consulting
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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.

 
Download How to Solve 7 Everyday Call Center Problems with AnalyticsHow to Solve 7 Everyday Call Center Problems with Analytics
authored by chief analyst Dick Bucci from Pelorus Associates
Download NowDownload How to Solve 7 Everyday Call Center Problems with Analytics Now

Learn how to solve seven major problems faced by contact centers everyday with desktop analytics, including:
1. Measurement and analysis of first call resolution
2. More effective agent evaluations
3. Optimizing call handle time
4. Campaign analysis
5. Identification of at risk customers
6. Collections optimization and compliance
7. Achieving PCI – DSS compliance

 
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 Call Recording Guide to PCI DSS ComplianceCall Recording Guide to PCI DSS Compliance
Authored by Pelorus Associates
Download NowDownload Call Recording Guide to PCI DSS Compliance Now

On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard. PCI DSS version 2.0 went effective on January 1, 2011. Organizations that do not take action this year to ensure compliance with these new requirements could face costly fines. You'll learn how the new PCI DSS requirements will affect your organization, important PCI DSS requirements that impact call recording and quality monitoring, six alternatives for preventing recording and storing of sensitive credit card authentication data and much more!

 
Download Using Business Optimization Analytics to Solve Your Critical Contact Center Issues FasterUsing Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
Authored by Paul Stockford, Chief Analyst at Saddletree Research
Download NowDownload Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 
Download Transitioning from Old QA to New Analytics-Enabled Quality AssuranceTransitioning from Old QA to New Analytics-Enabled Quality Assurance
Authored by DMG Consulting
Download NowDownload Transitioning from Old QA to New Analytics-Enabled Quality Assurance Now

The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way – the next generation of QA solutions is here. Utilizing workflow automation and analytics, they can reduce the manual steps required by most QA applications by 60 to 80 percent while ensuring the voice of the customer (VOC) is still heard.

 
Download VPI Fact Finder: Revolutionizing Contact Center AnalyticsVPI Fact Finder: Revolutionizing Contact Center Analytics
Authored by Saddletree Research
Download NowDownload VPI Fact Finder: Revolutionizing Contact Center Analytics Now

Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, VPI Fact Finder is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

 
Download Mastering First Contact Resolution with AnalyticsMastering First Contact Resolution with Analytics
Authored by VPI
Download NowDownload Mastering First Contact Resolution with Analytics Now

No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.

 
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 Accelerating Contact Center Quality Assurance and Performance Optimization with Screen AnalyticsAccelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
Authored by DMG Consulting
Download NowDownload Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics 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 Critical Call Recording Laws, Regulations and Best Practices for Ensuring ComplianceCritical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
Authored by and Featuring Research from analyst Dick Bucci of The PELORUS Group
Download NowDownload Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance Now

As the premier provider of call recording and workforce optimization solutions, VPI is pleased to offer you the following white paper on call recording regulations, call recording laws by state and solutions for ensuring compliance. Some of the many regulations covered include Payment Card Industry Data Security Standard (PCI-DSS), Telemarketing Sales Rule (TSR), Truth in Lending Act (TILA) among many others!

 
Download Metrics That Matter: Proactively Boost Performance and Customer ExperienceMetrics That Matter: Proactively Boost Performance and Customer Experience
Authored by The Pelorus Group
Download NowDownload Metrics That Matter: Proactively Boost Performance and Customer Experience Now

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.

 
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 How Performance Analytics is Enabling Contact Centers to Achieve their GoalsHow Performance Analytics is Enabling Contact Centers to Achieve their Goals
Authored by and Featuring Research from Frost & Sullivan
Download NowDownload How Performance Analytics is Enabling Contact Centers to Achieve their Goals Now
 
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Download The High Performing PSAP: NG9-1-1 Recording and Quality Assurance Best Practices The High Performing PSAP: NG9-1-1 Recording and Quality Assurance Best Practices
authored by analyst Dick Bucci from Pelorus Associates and Patrick Botz from VPI
Read Online

Authored by public safety communications experts Dick Bucci and Patrick Botz, The High Performing PSAP will show you how to:

• Effectively handle Next Generation 9-1-1 communications
• Measure and improve employee quality and performance
• Improve the speed and accuracy of emergency response
• Do more with fewer resources by automating manual tasks
• Select and successfully implement the right technologies

 
Download eBook: 9-1-1 Quality Assurance and Improvement Tips and ToolseBook: 9-1-1 Quality Assurance and Improvement Tips and Tools
authored by Denise Amber Lee Foundation and VPI
Download NowDownload eBook: 9-1-1 Quality Assurance and Improvement Tips and Tools Now

Regardless of where you are on your journey to implementing an effective Quality Assurance program, the new APCO NENA ANSI-approved standard for Quality Assurance and Improvement (QA/QI) offers a fresh perspective on making it better for everyone at your agency. Cognizant of NG 9-1-1 transition underway, it draws from contributions of expert practitioners. Learn about recommendations, practical tips and helpful software tools in this e-book that are based on hands-on experience of those agencies that already perfected smart ways of doing QA.

 
Download Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording SystemTop 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System
Download NowDownload Top 10 Critical Questions to Ask When Choosing Your NG9-1-1 Recording System Now

Learn about the 10 key questions you'll want to ask vendors when evaluating recording system that will support your transition to Next Generation 9-1-1 multimedia communications.

 
Download PSAP Consolidation Guide: Key Recording and Quality Assurance Technology ConsiderationsPSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations
Authored by Dick Bucci, Pelorus Associates
Download NowDownload PSAP Consolidation Guide: Key Recording and Quality Assurance Technology Considerations Now

The trend towards consolidation of local and regional Public Safety Answering Point (PSAP) centers is here to stay, driven by multiple powerful factors - economics, better efficiency, Next Generation 9-1-1, obsolescence of the current technology, disaster planning, access to expertise and more. Download this resource guide to learn why a well-designed Quality Assurance (QA/QI) program is critical to a successful consolidation and key considerations for selecting the right centralized communications recording, QA and E-learning technologies.

 
Download Emergency Response Quality and Performance HandbookEmergency Response Quality and Performance Handbook
Authored by Chief Analyst Dick Bucci from Pelorus Associates
Download NowDownload Emergency Response Quality and Performance Handbook Now

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 Next Generation 9-1-1 Recording and Quality Assurance GuideNext Generation 9-1-1 Recording and Quality Assurance Guide
Authored by renowned analyst Dick Bucci from The PELORUS Group
Download NowDownload Next Generation 9-1-1 Recording and Quality Assurance Guide Now

Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of mobile, multimedia and IP communications. Register to download this eye–opening resource guide discusses what you need to look for in a new recording and quality assurance system to meet the challenges arising from Next Generation 9-1-1.

 
Download Emerging Best Practices in Public Safety Recording, Quality Assurance and TrainingEmerging Best Practices in Public Safety Recording, Quality Assurance and Training
Authored by analyst Dick Bucci from The PELORUS Group
Download NowDownload Emerging Best Practices in Public Safety Recording, Quality Assurance and Training Now

Emergency communications have never been on the threshold of greater change than they are today. Navigating in a complex world of tracking, recording, evaluating, and training on interactions in today's increasingly complex communication centers requires much more insight than ever before. This ground-breaking guide discusses the areas that public safety organizations need to focus upon in preparation for the many changes and challenges that lie ahead.

 
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Download Ventana Research 2015 Workforce Optimization Value IndexVentana Research 2015 Workforce Optimization Value Index
Download NowDownload Ventana Research 2015 Workforce Optimization Value Index Now

The Ventana Research 2015 Value Index for Workforce Optimization is an unbiased, fact-based index designed to help organizations assess, validate and improve their Workforce Optimization investments and technology. Built on Ventana Research’s foundation of 12 years of business and technology research, this is the first such industry undertaking to assess the value of software designed specifically for enabling Workforce Optimization.

 
Download QATC Report on Contact Center Hiring, Training and Quality Assurance Best PracticesQATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices
Download NowDownload QATC Report on Contact Center Hiring, Training and Quality Assurance Best Practices Now

Learn dozens of best practices for getting the right staff on board, training them well, and reviewing their customer conversations to ensure each interaction delivers value. The Quality and Training Connection (QATC), an industry association devoted to these critical functions in today’s contact center, has been surveying hundreds contact center quality assurance (QA) and training professionals for 5 years on a wide variety of topics. This 77 page report is a compilation of those surveys with detailed commentary on the results.

 
Download ContactBabel Inner Circle Guide to Customer Contact AnalyticsContactBabel Inner Circle Guide to Customer Contact Analytics
Download NowDownload ContactBabel Inner Circle Guide to Customer Contact Analytics Now

“The Inner Circle Guide to Customer Contact Analytics” is a detailed and realistic analysis of the many benefits of speech and multi-channel analytics, as well as the technology, implementation best practices, ROI model building, expected results, speech analytics software comparison and market landscape. Through understanding the content of vast volumes of interactions, the level of actionable insight that analytics can unlock is unprecedented. The report also features actual and potential end-users asking tough questions to solution providers about the reality of using speech analytics software.

 
Download Call Center IQ Executive Report on Call Center Performance Operations and TechnologyCall Center IQ Executive Report on Call Center Performance Operations and Technology
Download NowDownload Call Center IQ Executive Report on Call Center Performance Operations and Technology Now

Always designed to serve customers, the call center is now committed to satisfying them. In order to honor that commitment, organizations must calibrate their call center operations with the notion of customer satisfaction. It is within this customer-centric landscape that Call Center IQ issues its annual Executive Report on Call Center Performance, Operations and Technology. Constructed with call center benchmarking data from CCIQ’s annual Call Center Performance and Operations survey and colored with insights from several thought leaders, the report unpacks and assesses the state of call center operations.

 
Download Frost and Sullivan Virtual Agent Best Practices Research ReportFrost and Sullivan Virtual Agent Best Practices Research Report
Authored by Frost & Sullivan analyst Nancy Jamison
Download NowDownload Frost and Sullivan Virtual Agent Best Practices Research Report Now

See why Frost & Sullivan are convinced that VPI VirtualSource virtual call agent solution provides the best answer to two of the most vexing problems facing contact center managers.

 
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 Frost & Sullivan Agent Performance Optimization Market Key TrendsFrost & Sullivan Agent Performance Optimization Market Key Trends
Download NowDownload Frost & Sullivan Agent Performance Optimization Market Key Trends Now
 
Download DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market ReportDMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report
Published by DMG Consulting
Download NowDownload DMG Consulting Quality Management, Liability Recording and Workforce Optimization Product and Market Report Now

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!

 
Download DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report ReprintDMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint
Authored by and Featuring Research from DMG Consulting
Download NowDownload DMG Consulting Contact Center Quality Management/ Liability Recording Trends and Vendor Satisfaction Survey Report Reprint Now
 
Hope is Not a QA Strategy Download
Play
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 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 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 Center’s Strategic Role in a Utility Provider’s Overall Success 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 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 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, you’ll walk away from this podcast with two recommendations you can implement today to improve your contact center’s quality and performance ratings.

 
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