Tracking Customer Satisfaction is Easy

Posted September 18, 2013 by Chris Burgoyne / / 0 Comments Tracking Customer Satisfaction is Easy

Hi Everybody! We've got a new article up on ICMI's website. In our article, "What if it was Easy?" we look at tracking customer satisfaction and how technology is making easier than ever.  Check out the article and let us know what you think in the comments. Learn More

Leverage Technology for Improved Customer Experience

Posted July 2, 2013 by Jim Schweitzer / Cloud, Good IVR, Contact Center Technology / 0 Comments Leverage Technology for Improved Customer Experience

When you think of Business Process Management  or "Cloud" systems, do you think of the cost-control benefits first? Most people do. One of our 14 Points is "Leveraging Technology", and cost reduction is a part of what we talk about, but a major piece is really on how you're using the capabilities of your technology investments to the… Learn More

Jim Schweitzer to Present at DIA Annual Meeting in Boston, MA

Posted June 14, 2013 by Yong Lee / About VoiceVision, Cloud, Pharma, Regulation / 0 Comments Jim Schweitzer to Present at DIA Annual Meeting in Boston, MA

"Reducing Business Risk While Remaining Compliant with SaaS Solutions" will be the topic discussed by Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, at the 2013 DIA Annual Meeting in Boston, Mass. Jim will presenting in a morning session on Tuesday, June 25th. The presentation will be part of a session on "Acheiving… Learn More

What the Genesys Acquisition of Angel Means for your Contact Center

Posted February 26, 2013 by Jim Schweitzer / Cloud, IVR Platforms, Contact Center Technology, Strategy / 0 Comments What the Genesys Acquisition of Angel Means for your Contact Center

Genesys announced today that it will be acquiring Angel from Microstrategy, Inc. Genesys has been a leading player for over a decade in premise-based unified communications systems. Most people in the contact center… Learn More

Jim Schweitzer appears as IVR Expert on KnowledgeShift Training Tech Talk

Posted January 11, 2013 by Chris Burgoyne / About VoiceVision, Consulting, Good IVR, IVR Platforms, Telco / 0 Comments

Jim Schweitzer, our Business and Techinical Director, was featured as the guest expert on KnowledgeShift's Training Tech Talk blog radio show earlier today. Check out the Archived Recording below: Listen to internet radio with KnowledgeShift on Blog Talk Radio   During the talk with the hosts, Nancy Munro and Allison Black, Jim discusses the evolution of IVR technologies over the last decade - moving from premise-based, hardware driven systems, to VOIP and VXML-based applications, to the emerging cloud IVR platforms like Twilio and Voxeo. Topics also include the risks and benefits that the… Learn More

The Call Center is Dead - Long Live the Contact Center

Posted December 10, 2012 by Chris Burgoyne / Industry Interviews, Customer Satisfaction, Strategy / 0 Comments

What's the future of the contact center as technologies change and customers evolve? We’ve asked the question before on this blog, and others have asked as well. The website Software Advice recently hosted a Google Plus debate called Will Technology Kill the Call Center?Representatives from IntelliResponse, Avaya Inc., Drumbi, and Etech Global Services  talked about how technology is changing the way customers get in touch with company call centers. These are questions we're fielding as well.  For the debate, they asked each of the panelists the following four questions: How have you seen consumer contact channel utilization change in the last decade? What role has technology… Learn More

Small Changes in the Contact Center Add Up to Big Savings

Posted December 5, 2012 by Chris Burgoyne / About VoiceVision, Contact Center Operations, Teachable Moments / 0 Comments

You've heard of death by a thousand cuts? It's real, but we don't have to be negative all the time.  Let's make our glass half full and remember a more positive cliché: "A journey of a thousand miles begins with a single step." The part of that maxim that's forgotten tends to be the millions of steps that follow the first one. The point is that little things can make a big difference when you put them together. For example, after a VoiceVision® assessment, when small changes to a call flow are implemented, even modest improvements can lead to significant results. Imagine a call that used to take one minute,… Learn More

The People In Your Neighborhood-The IT Department

Posted November 28, 2012 by Chris Burgoyne / Telco, Contact Center Operations, Strategy, Teachable Moments / 0 Comments

Hi Everybody! The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the unsung heroes of your Contact Center - the IT Department.  A Contact Center that makes a strategic partner of IT will have untold advantages and will live life less stressfully! We'd love your thoughts on this topic. Check out the article and let us know what you think in the comments.   Learn More

Contact Center Agent Efficiency

Posted November 15, 2012 by Jim Schweitzer / Customer Satisfaction, Telco, Contact Center Operations / 0 Comments

It costs money to staff a contact center, that’s a given.  The healthy contact center is tuned to get the most value from this investment.  The efficiency of your contact center agents reflects how well agents are set up for success by your organization. This “cost-driver”  analysis, a part of our VoiceVision 14 point Diagnostic Evaluation, is a fundamental measuring stick for a wide swath of the health of your Telephony Universe, and one where the costs and benefits are clear and measurable. How long are your agents on the phones, or even doing after call work? One might define agent efficiency simply by measuring the number of transactions… Learn More

A Decade of Service

Posted October 25, 2012 by Yong Lee / About VoiceVision / 0 Comments A Decade of Service

October 2012 marks 10 years of incorporation for Vision Point Systems, the company bringing you VoiceVision. I founded the company in 2002 as YL Comm, Inc., with the goal of supporting the communications technology needs of pharmaceutical and other industries. Over the past decade, I've had the great fortune of working together with a core management… Learn More

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