Complimentary Contact Center Optimization Webcasts, Free Training Classes and On-Demand Webinars

Complimentary Contact Center Optimization Webcasts

Watch Free Best Practices Webcasts Today!

Register to View VPI Recorded Webcasts, including:

Accelerating First Contact Resolution with Analytics
Presented by Patrick Botz, Global Director of Solutions Marketing from VPI

Transitioning from Old to New Call Center Reporting
Presented by Richard Snow from Ventana Research and Patrick Botz, Global Director of Solutions Marketing from VPI

Demystifying Contact Center Analytics: What to Choose and When
Presented by Aphrodite Brinsmead from Ovum Technologies and Patrick Botz, Global Director of Solutions Marketing from VPI

Using Analytics to Boost the Value of Your Quality Assurance Program
Presented by DMG Consulting and Patrick Botz, Global Director of Solutions Marketing from VPI

How to Enhance Your Current QA Program Using Lean Six Sigma Techniques
Presented by Mohan Nair, LSS Black Belt Quality Improvement Consultant from VPI

Economic Advantages of VoIP Call Recording
Presented by Patrick Botz, Global Director of Solutions Marketing from VPI

Performance Analytics: A Game-Changer for Contact Centers
Presented by Analyst Keith Dawson from Frost & Sullivan

5 Business Problems Solved with Analytics
Presented by Analyst Keith Dawson from Frost & Sullivan

Contact Center Metrics That Matter
Presented by Mohan Nair and Patrick Botz from VPI

At-Home Agent Best Practices: A Guide to Successful Strategies and Essential Tools
Presented by Patrick Botz, Global Director of Solutions Marketing from VPI, and Michele Rowan

And Several More!

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Workforce Optimization

Workforce optimization is the process of implementing software and practices designed to improve employee performance and operational efficiency. A software-based workforce optimization suite will include solutions for interaction recording, quality monitoring and evaluation, and analytics-driven reporting and coaching. An advanced workforce optimization software suite will also offer solutions for analytics-driven call audio and screen recording and analytics-driven quality monitoring and evaluation. Analysts and industry experts have concluded that in order to reduce informational silos and provide customers with accurate information and improve customer experience, contact and communication centers must implement workforce optimization solutions that enable them to link themselves more tightly with the rest of the enterprise. Workforce optimization technologies are also recognized as essential for ensuring compliance, managing risk, and improving overall operational efficiency and effectiveness. The latest, most advanced workforce optimization suites offer modular, ready-to-use software solutions that integrate seamlessly into virtually any environment � single or multiple sites with VoIP, traditional TDM or hybrid communications - enabling growth and change without the need for costly professional services fees and forklift upgrades.

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