See the results of Saddletree Research's benchmark research on the many uses and benefits of real-time contact center performance management. Learn how real-time performance management enables split-second decisions from overall contact center performance down to a single customer contact. You’ll learn 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 and managers. Discover why real-time performance management software is among the elite industry solutions with highest ROI impact.

Analytics can help you transform your contact center’s quality assurance (QA) program from mere internal compliance monitoring to a business value generating engine. Analytics and workflow automation can help you reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, they take you straight to what really matters – delivering insight into critical business issues and opportunities to improve customer experience and revenue outcomes. Attend this informative session to learn how to get more value from your QA program by using analytics to classify and assign interactions for review based on their business value.

Traditional touch tone and speech IVRs have failed because they try to take customers down a linear path. Learn how conversational virtual call agents powered by artificial intelligence can help you successfully automate a much broader range of your inbound and outbound call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs. You’ll also learn how several world-class organizations are already using cloud-based virtual call agents to lower costs, improve customer experience and gain a strong competitive advantage. You'll also learn about how easy it is to get started successfully automating your calls with VPI's Risk Free 30-Day Trial.

Learn how you can now automate a much broader range of your call types for just one-fifth of the cost of a human agent and achieve much higher call completion and customer satisfaction rates than traditional speech IVRs and even some human agents. You’ll also learn how several world-class organizations are already using conversational virtual agents to lower costs, improve customer experience and gain a strong competitive advantage.

Learn how Cisco and VPI customer Straumann, a global leader in dental implant solutions and restorative dentistry, enhanced the capabilities of its Cisco Unified Contact Center system and operations with VPI's award-winning real-time performance management reporting solution. The VPI Cisco UCC Enterprise reporting and Cisco UCC Express reporting solution complements and enhances the UCCX and UCCE platforms greatly by consolidating data and presenting actionable, real-time information in the form of Web dashboards, interactive Cisco UCCE and UCCX reports, scorecards and desktop tickers to empower contact center managers and agents to make better, quicker decisions. To learn more, visit http://www.VPI-corp.com/Cisco

Many contact centers today are drowning in data. They’ve evolved into a wide assortment of disparate systems designed to manage and measure customer experience, where managers are forced to wade through vast quantities of data from siloed reports that are spewed out by each system or exported into tedious spreadsheets. Managers are frustrated and thirsty for timelier, more actionable insights. In order to survive and compete, it’s crucial for contact center managers to have solid, consistent insights into the performance of their contact centers as a whole, across multiple channels and sites. Fortunately, as a result of recent innovations in performance management technology, contact center leaders no longer have to struggle with reporting.

Quality and Performance Demo

• You and your team are invited to learn how VPI's latest software version release VPI EMPOWER 5.2 will help your organization more effectively capture, analyze and leverage multimedia interactions to improve workforce performance, build customer loyalty, minimize risk, and ensure regulatory compliance. 

• VPI’s flexible, open architecture system runs on standard industry hardware, is cost effective and includes robust features that will enable you to leverage powerful data associated with interactions like never before.

Watch the Webcast to review the findings from Ventana Research’s new benchmark study of 273 organizations and learn how leading contact centers are transitioning from tedious, inaccurate and siloed reporting to real-time, consolidated reporting.

Learn more from Ovum and VPI about three of the most commonly evaluated and used contact center analytics solutions – performance analytics, desktop analytics and speech analytics.

Join this Webcast to learn how to get more value from your QA program by automating low-value tasks and classifying interactions by their business value to improve the customer experience and grow revenue.

Hear Mohan Nair, a proven six sigma black belt, explore many of the misunderstood, forgotten elements of the original Lean Six Sigma model and foundational practices that comprises a good quality assurance program within contact centers.

The home run of contact center metrics, First Contact Resolution (FCR) is quickly becoming a primary measure of contact center effectiveness and an excellent predictor of customer satisfaction and loyalty. Watch the Webcast to learn about the pros and cons of the various methods used today to measure FCR and how to make measuring FCR more accurate and actionable with analytics.

Listen to this Webcast to learn about the five thorny, expensive issues that bedevil every service delivery organization, and show how paying attention to rich data can point to practical solutions that save money and boost the customer experience.

Listen to this webast to learn how to identify the relevant metrics for your particular organization that will yield the results that matter - both to internal and external stakeholders.

Watch the Webcast to join Mohan Nair, a proven six sigma black belt with 20+ years contact center management experience, as he explores many of the misunderstood and forgotten elements of the original Lean Six Sigma model and foundational practices that comprises a good Quality Assurance program within contact centers.

Learn how analytics is changing the way companies do business and dramatically improving contact center quality and operational performance. Listen to this webinar to improve your QA programs, customer experience and retention.

Experience VPI EMPOWER, the next generation in contact center quality, performance and risk management software tools. Learn how easy it is to  uncover critical trends, issues and opportunities all from a personalized Web-based portal interface.

Learn how Michele Rowan, a 12-year contact center veteran and former VP of Performance Management for Hilton Reservations and Customer Care, successfully launched Hilton Hotels Corporation's first European at-home call center program!

Learn how Michele Rowan, a 12-year contact center veteran and former VP of Performance Management for Hilton Reservations and Customer Care, successfully launched Hilton Hotels Corporation's first European work-at-home call center program! 

Learn how advanced call recording solutions can help with ensuring compliance, managing quality, employee productivity, sales verification and business intelligence.

Experience the many benefits of VPI's new VPI EMPOWER™ software suite of interaction recording and contact center workforce optimization solutions. Presented by renown Industry Analyst, Ted Lubowsky, from DMG Consulting.