|JULY 2014 SHOWCASE:
Real-time Call Center Performance Management Dashboards, Scorecards and Reports
On Demand Date: July 2014
Presented by: Greg Cummings, Director of Solutions Consulting, VPI
Want better visibility into contact center performance? Real-time contact center performance management software is quickly becoming the method of choice for measuring, sharing and improving metrics and KPI's faster than ever before possible. The days of providing managers and even agents with end-of-week or month performance metrics are coming to an end.
Listen to the recording of the live demonstration of VPI's real-time performance management software to learn how it can help you:
- Make better, more timely decisions
- Engage agents and enable them to self-manage performance
- Drive the right behaviors
- Deliver a superior customer service experience
- Reduce handle time without impacting CSAT
- Significantly increase sales and collections through healthy competition
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|Greg Cummings, Director of Solutions Consulting, VPI
Greg Cummings is a management consultant with VPI with more than 15 years of professional experience. Greg has an extensive background in contact center management, consulting, operations, and learning and development. While working with VPI he has held the role of corporate trainer, training manager and most recently Manager of the consulting arm of the professional services organization.
Prior to working with VPI Greg served as the Director of Operations at a start up BPO where he was responsible for building out the overall business processes, technology stack and contact center operations. Greg also spent 6 years working for Verizon Communications managing a customer support department, training and development and opening an offshore contact center to handle high value business DSL customers.