CAMARILLO, Calif.--(BUSINESS WIRE)--VPI (Voice Print International, http://www.VPI-corp.com), the premier global provider of contact center recording, quality management, analytics, reporting and workforce optimization solutions, today announced that industry experts from VPI will share their wealth of knowledge and experience in a number of live industry events commencing this winter and spring. Topics will range from what’s hot in contact center workforce optimization (WFO) technology, analytics, quality assurance (QA), at-home agents, payment card industry (PCI) compliance trends and best practices, to key focus areas and investment priorities for contact centers in 2011 and beyond.
IQPC
Call Center Week Summit
Best Practices for At-Home
Agent Program Success
January 24, 2011; Orlando, Florida
Mohan Nair, former vice president of Operations at HSBC and current quality improvement consultant at VPI, and Patrick Botz, vice president of Workforce Optimization from VPI, will host this interactive session designed to share expert insights and experiences in building successful work-at-home models. Attendees will learn about hiring, training and retention strategies, how to improve QA remotely, how to identify key performance indicators (KPIs) and how to build a business case, ROI and strategy for implementing an at-home agent program. http://www.CallCenterEvent.com
Remote
Agent Summit
Remote Agent Performance Management
Strategies
February 23 – 24, 2011; Dallas, Texas
VPI will be a featured panelist at this two-day exploration into six real-life case studies from leading companies that have successfully implemented work-at-home agent programs. The event will also feature breakout sessions on security, workforce management, and recruiting and hiring successful at-home agents. http://www.CustomerContactStrategies.com/2011Summit
American
Teleservices Association (ATA) Convention and Expo
Using
Lean Six Sigma Secrets to Optimize Contact Center Performance and
Compliance
March 14, 2011; Phoenix, Arizona
In this session, Mohan Nair, Quality Improvement Consultant at VPI and Six Sigma Black Belt, will lead attendees on a journey to understand how proven Lean Six Sigma principles and techniques can be used by contact centers to dramatically improve operational performance, ensure compliance and enhance the customer experience at little cost. Nair will help attendees learn how to identify broken business processes and compliance issues more quickly, how to focus high-impact quality monitoring and coaching efforts on high-value interactions, and how to eliminate the eight inefficient practices that can cripple contact centers and ultimately affect the customer experience. http://www.ATA2011Convention.org
At-Home
Agent Strategies for Success Workshops
Essential
Tools for Successfully Managing At-Home Agent Quality, Performance,
Training and Compliance
March through October, 2011
Workshop
series coming to Phoenix, Baltimore, Boston, Chicago and Dallas
VPI is a featured presenter at the At-Home Agent Strategies for Success Workshop Series, which is designed exclusively for organizations considering the at-home model, are currently in pilot stage, or are expanding and refining their existing model. Attendees will learn how to build the business case for an at-home agent program and use proven strategies and best practices as a blue print for success. http://www.customercontactstrategies.com/at-homeworkshop
Call
Center Optimization Forum
Call Center Optimization
Best Practices and Technologies
April through November, 2011
Seminar
series coming to Charlotte, Washington DC, Omaha, Boston, Orlando, and
Las Vegas
Throughout the year and across the country, VPI will be a featured speaker at the Call Center Optimization Forum Series where attendees go to uncover the secrets of the best call centers, and explore ways to apply them. VPI will provide a guided tour through new call center optimization solutions that are accessible and affordable to organizations of all sizes, as well as breakthrough strategies and techniques to exceed customer expectations, raise performance standards, and achieve your career goals. Attendees will walk away with new knowledge about setting and measuring the right performance objectives, accurately forecasting workload and schedules, improving quality of service, and winning the support of top executives. http://www.OptimizeYourCallCenter.com
Contact
Center Executive Summit
Leveraging Technology to
Optimize Operational Performance and Customer Experience
May
9 – 10, 2011; Dallas, Texas
VPI will be a featured presenter at this two-day interactive knowledge exchange designed specifically for contact center executives. Lauded as one of 2011’s most highly anticipated industry events, the Contact Center Executive Summit brings together accomplished leaders from across the globe to collaborate and share proven strategies and innovative best practices. In order to thrive and successfully compete, contact centers must provide truly world-class customer service – attend the Summit to learn about the latest “megatrends” in this crucial area and proven strategies for ongoing success. http://www.ExecSummit.com
About VPI
VPI (Voice Print International, Inc.) is the premier provider of integrated interaction recording, analytics and workforce optimization solutions for enterprises, contact centers, trading floors, government agencies, and first responders. For more than a decade, VPI has been providing proven technology and superior service to more than 1,500 customers in 50 countries. VPI’s award-winning VPI EMPOWER helps organizations of all sizes uncover the root cause of important trends and issues via drill-down reports, rapidly retrieve and share recorded interactions, and easily evaluate employee performance with call quality evaluation tools from anywhere – all from a personalized Web-based portal interface. In addition, the secure solution leverages advanced file and data encryption, is built around the principles of open architecture, and is platform independent to integrate seamlessly into any existing and evolving infrastructure, resulting in compound reduction of costs and a significant and rapid Return on Investment. For more information, visit http://www.VPI-corp.com. To follow VPI via Twitter, visit http://Twitter.com/VPINews.