Vpi

VPI’s Professional Services team works side-by-side with your technical and business staff to customize, implement, integrate, augment, and optimize high-performance interactions recording and workforce optimization solutions and strategies. Service offerings from VPI make it easy for your organization to gain accurate, timely, actionable insights regarding the performance of your contact center teams and the value they generate towards the fulfillment of your enterprise objectives. We help you to minimize risk, ensure superior service delivery, and improve the satisfaction and loyalty of your customers.

VPI’s Comprehensive Professional Services Offerings:

1. Best Practices Workforce Optimization – Guides you from documenting the baseline workforce optimization practices through planning of operational improvement strategy to the development of your custom best practices and agent coaching programs.
2. Quality Management – Provides tools and insights for the creation of a customized call quality monitoring program, focusing on desirable employee skills and behaviors that reflect specific enterprise, departmental, and customer objectives. Focuses on consistent tracking and reporting through the creation of agent performance evaluation forms that provide the flexibility to adjust to emerging trends and shifts in business strategy.
3. Custom Report Development – Mentors your report writers in identifying, collecting, and presenting key data elements leading to strategic insights that are critical to the management of your processes and operations.
4. Custom Dashboard Development – Teaches you how to maximize the value of real-time performance feedback and intelligent, dynamic reporting through the development of dashboard views, customized for agents and all applicable levels of management.
5. High Impact Speech Analytics – Identifies methods of effective market research through automated analysis of vast amount of unstructured, yet extremely valuable information – customer call recordings. Provides unique insights into customer satisfaction, the impact of marketing strategies, and an organization’s competitive performance.