Date: September 28, 2012
Time: 8:00am-4:00pm (registration begins at 8am)
Location: Ritz Charles,
Overland Park, KS
For more information or to register over the phone please call us at (913) 859-0020 begin_of_the_skype_highlighting (913) 859-0020 end_of_the_skype_highlighting
Make your registration Payment on-line
A great big thank you to the ACCP, FedEx and Volt for a fantastic lunch and learn on 1/26/12. Factility was fantastic, food was delicious and the company was most engaging. VITEC was honored to share information and a presentation on bringing social media into the call center. How do you get buy-in from upper management and measure for ROI? We'll run a FREE report for you on the amount of "buzz" your company is generating right NOW! People ARE talkng about you...interested in what they'e saying? Find out for FREE! Contact us
Contact Center Solutions
Every Friday at 10p/11MT/1ET
Enterprise Solutions
Every Friday at 12a/1MT/3ET
Recording in the Contact Center
Simple Elegance
Recording used to be simple. It was about recording calls and archiving calls to lookup an incident AND, if you were really advanced, you could even score the calls. Oh how times have changed!
The Challenge
Contact Centers today are being asked to interact with customers at unprecedented service levels and via more media than ever imagined - including:
- Calls
- Carrier Pigeon
- Fax
- Chat
- Telegram
- SMS/Text
- Social Media (Tweets, Posts, etc.)
The Objective of all the media is to:
Give the organization a competitive advantage in the marketplace. However, if it is not managed well, the increased the complexity of managing performance, efficiency and routing not to mention the validation of information for the protection of company’s assets, will virtually eliminate all the profit.
Consider short-term and long-term operational objectives
Recording is a multifaceted tool whose data is tapped by a growing range of complementary and sophisticated applications including: performance management, quality assurance (QA) systems, and speech analytics, with linkages to back end systems for eLearning, Customer Relationship Management (CRM) and Work-Force Management (WFM)
VITEC offering
Our solutions are tailored to our clients needs based on a cornucopia of capabilities:
- Functionality Offered
- Total/Continuous Multimedia Recording of calls, email, chat, fax, SMS/Text)
- API’s for import and export of additional META Data
- Non-Proprietary Open Architecture
- Selective on Demand Recording
- LAN/WAN based Client/Server Technology
- Supports Oracle, SQL or any ODBC Compliant Database
- Supports Rules Based Recording and Auditing
- Cost Effective, Easy to Install and Maintain
Benefits
- Increase Customer Satisfaction and Retention
- Identify Training Needs Agent Strengths and Weaknesses
- Automate the Monitoring and Evaluation Process (Ask us about Speech Analytics)
- Identify Agent Strengths and Weaknesses before they become a problem
- Generate Objective and Concise Reports on demand or as scheduled
- Increase Agent Moral and Reduce Staff Turnover
VITEC can help! Contact us.
