COVID-19: Contact Center Leadership Through Crisis

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Vitec Inc.

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So far Vitec Inc. has created 23 blog entries.

Free RFP Checklist

Questions To Ask Vendors Before Upgrading or Replacing Your Contact Center The RFP Checklist includes 239 questions curated from hundreds of contact center experts and includes insightful topics to ask telecom vendors about, such as: ACD functionality Co-browsing IVR Mobile Worforce automation Omnichannel Mixed media access And many, many more!

By |2018-04-25T18:36:33+00:00April 4th, 2018|

Contact Centers: What are your Top 3 KPIs? Vince Fulgenzi, Vitec Inc Let's say you're in a situation where you've been out of your office all morning in meetings. That never happens, right? And you come back to your desk now, and you want to find out what's going on in the center. What would be three KPIs you would look at [...]

By |2018-04-03T14:54:09+00:00October 18th, 2017|

12 Contact Center Key Performance Indicators Guide

When you run a contact center, here’s the #1 thing you need to know: How to measure your results Yet, whether you’re a tried-and-true veteran of call center operations or just dipping your toe in the customer service business for the first time, measuring your center's performance against the industry standard can be time consuming, [...]

By |2018-03-21T20:24:30+00:00September 24th, 2016|

IVR – 3 Ways to Raise the Contact Center Bar

(By Michelle O’Brien, with Ideas from Tony Norman) 1. Automate to offload as many routine calls as possible If you’re not looking at the types of calls coming into your center, you should be. Using ‘Reason’ or other classifying codes will help tell you why people are calling your center and your company. When you [...]

By |2016-04-11T17:30:24+00:00March 21st, 2016|

Overland Park, KS Becoming an FCR Rock Star

Update (November 4): Thank you to everyone who joined us, we enjoyed meeting you and having a chance to share the latest in first contact resolution. We have included some related documents below for your reference. If you have any questions or would like to learn more about any of the trends we discussed please [...]

By |2018-03-21T20:24:32+00:00March 21st, 2016|

Oklahoma City Top Call Center Trends Event

Update (October 29): Thank you to everyone who joined us at this event, we enjoyed meeting you and having a chance to share the latest call center trends. We have included a download of the powerpoint that was presented at the event for your reference. If you have any questions or would like to learn [...]

By |2018-03-21T20:24:32+00:00March 21st, 2016|

Top 15 in 2015 – Trend #15 – Live Chat Support

It’s not difficult to make a case for Live Chat Support! Cost savings and convenience for both staff and customers make it a viable option for businesses today, an essential tool for any company that thrives on providing excellent customer service and a Top Trend for 2015 and beyond! For example: “Forty-four percent of online [...]

By |2018-03-21T20:24:32+00:00March 21st, 2016|

Top 15 in 2015 – Trend #14 – Virtual Agents

The future is here! Recently, Gartner forecast that 50 percent of customer service interactions would be conducted via a virtual assistant (VA) by 2015—this year! Chances are, you have already interacted with a virtual assistant or agent several times during customer service experiences. In case you’re thinking a VA is the same thing as a [...]

By |2018-03-21T20:24:32+00:00March 21st, 2016|

Top 15 in 2015 – Trend #13 – Big Data

Big Data!? When I first started hearing the term—not that long ago—I wanted to know, “How did two such common words as Big and Data became paired and morph into the latest buzz word among IT vendors and the contact center industry?“ Fortunately for me, my curiosity was satisfied by a fascinating article entitled “The [...]

By |2018-03-21T20:24:32+00:00March 21st, 2016|