VPI Wins 2015 Speech Technology Excellence Award for Exceptional Speech...
TMC, a global, integrated media company, has awarded VPI EMPOWER with a 2015 Speech Technology Excellence Award. The eleventh-annual Speech Technology Excellence Award, presented by CUSTOMER Magazine,...
View ArticleCall Recording Compliance Questions Answered: PCI, HIPAA, Dodd-Frank and...
Recently, Pelorus Associates and VPI hosted a webcast on the latest requirements for compliance with PCI DSS, HIPAA, Dodd-Frank, Telemarketing Sales Rule (TSR) and other regulations, along with an...
View Article21 Expert Speech Analytics Tips: How to Select, Deploy and Optimize
Speech analytics has been seen as a trendy, cool technology to own for a several years now, because it can provide insights into customer and agent communications in ways that are unmatched by any...
View ArticleVPI Wins 2015 CUSTOMER Contact Center Technology Award for Enhancing...
TMC, a global, integrated media company, has named VPI EMPOWER as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine. “We are honored to receive this prestigious...
View ArticleHow to Select a Voice Logging Recorder: Top 6 Key Considerations
Voice logging recorder systems can help or hinder our ability to effectively deal with pressures inherent to emergency communications. We operate in a labyrinth of complex laws and regulations....
View Article20 Signs You Need Modern Workforce Management Software
No doubt you already manage agent schedules based on forecasted demand for your contact center services, matched with your service level commitments. Perhaps manually with spreadsheets or an abacus, or...
View ArticleDenise Amber Lee Foundation and VPI Partner to Launch ‘9-1-1 QA Every Day’...
The Denise Amber Lee Foundation, the driving force behind many improvements to public safety 9-1-1 center procedures and quality assurance (QA), and VPI, the global leader in emergency communications...
View Article10 Great Quality Assurance Call Monitoring Tips
We’re proud to have participated in this year’s Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. There were hundreds of great quality assurance call...
View Article10 Creative Call Center Training Tips
We’re proud to be an annual participant in the Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. Each year there are dozens of great call center training tips...
View ArticleCall Center Recording: What Really Matters
Call center recording software can help or hinder our ability to effectively deal with pressures inherent to contact center communications. We operate in a labyrinth of complex laws, regulations and...
View Article10 Hiring Strategies for Call Center Workforce Optimization
We’re proud to be an annual participant in the Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. Each year there are dozens of helpful call center workforce...
View Article9-1-1 Quality Assurance and Improvement (QA/QI) Best Practices
Denise Amber Lee Foundation and VPI recently launched a ‘9-1-1 QA Every Day’ initiative with a goal of helping and seeing every PSAP employing consistent Quality Assurance processes within 5 years....
View ArticleTop 6 Strategies to Optimize Call Center Quality Assurance
A benchmark research study of hundreds of contact center professionals conducted by Call Center IQ and sponsored by VPI revealed the top initiatives planned to improve Call Center Quality Assurance...
View ArticleNew Book OPTIMIZE Reveals 100+ Call Center Optimization Best Practices
I’m pleased to announce the publication of my new book OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices. Co-authored with industry analyst Dick Bucci from Pelorus Associates,...
View ArticleCall Center Training and Coaching Tips and Tricks
We’re proud to be an annual participant in the Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. Each year there are dozens of helpful call center coaching and...
View ArticleHow to Use Analytics to Focus Call Quality Monitoring on Calls that Matter
This article is inspired by content from the new contact center guidebook ‘OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices’ that I co-authored with industry analyst Dick Bucci...
View ArticleWilmac Signs Reseller Agreement for VPI Contact Center Recording, BI and...
VPI, a leading provider of workforce optimization, business intelligence (BI) and analytics software for contact centers and public safety, today announced an agreement with Wilmac to resell the VPI...
View Article10 Signs You’re Ready for Call Center Business Intelligence
The saying in contact centers that you can’t manage what you can’t measure is so true that it’s becoming cliché. You most likely heard this saying too, and may be even tired of it, especially since it...
View ArticleRepeat Calls? How to Measure First Contact Resolution More Accurately
One of the best things we can do for our customers and for our company when providing customer support is answering their questions and fixing their problems the first time they call in. The First...
View ArticleNew eBook Shares Top 9-1-1 Quality Assurance Tips and Tools
Regardless of where you are on your journey to implementing an effective public safety quality assurance program, the new APCO NENA ANSI-approved standard for Quality Assurance and Improvement (QA/QI)...
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