Vodafone's strategic approach to MI with QPC MIG recognised at Professional Planning Forum awards
Vodafone's visionary approach to management information using the QPC MIG gained industry recognition as a finalist at the Professional Planning Forum's awards today. The long established, and highly regarded, awards recognise achievement and innovation within the contact centre management information field among other areas.
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QPC to support Middle East skills development initiatives with ICMI contact centre career training courses
QPC today announced that it has completed an agreement with the ICMI, that will mean that it will be the sole provider of the ICMI’s contact centre training courses in the Middle East region. Starting in September, QPC will provide public courses for contact centre staff at locations in Dubai and Kuwait as well as private courses on site for individual businesses.
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QPC (MEA) announces strategic alliance with KnoahSoft
QPC (MEA) today announced that it has entered into a strategic alliance with KnoahSoft, a leading and innovative provider of call recording, quality, performance management and analytics software for IP-based contact centers and enterprise IP telephony environments. Under the terms of this relationship, QPC (MEA) will resell and support KnoahSoft’s HarmonyTM suite of products across the Middle East and Africa.
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Policing policy - getting resource management right - QPC feature from Criminal Justice Management magazine
Many current policing plan objectives that relate to contact centres, drawn from sources such as the National Policing Plan, National Community Safety Plan, and Public Service Agreements, are most effectively addressed by changes to resource management policies underpinned by workforce management systems. Typically these objectives include reducing operating cost, cutting attrition, lowering absenteeism and providing a faster speed of response for the public.
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Views on training from leading UK businesses, national qualification providers, performance improvement specialists and the sector skills council - QPC feature from Customer Management magazine
This QPC executive forum, in conjunction with Customer Management Magazine, brought together views from across the customer service sector including leading UK businesses, national qualification providers, performance improvement specialists and the sector skills council. The objective was to discuss some of the issues around how training and development can be implemented better to benefit businesses, employees and customers and guarantee the substantial financial commitment needed to do this successfully.
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What to Look For When Buying WFM Technology - QPC feature from callcentrehelper.com
With 60-70 % of operating overheads related to staff salaries it makes good sense to ensure that these valuable resources are used in the most efficient way.
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Speech analytics – what, how and why, why, why - QPC feature from callcentrehelper.com
Contact centres and the enterprises that they serve can now gain valuable business intelligence from their voice recordings because of speech analytics. This technology allows businesses to search through recorded calls and find interactions that contain references to virtually any concept, topic or word. It’s like using Google but instead of searching the web, you search through all the calls you have recorded.
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Call recording: The essential questions - QPC feature from callcentrehelper.com
At their core, most recording solutions have the same technology - offering the ability to capture both phone calls and agent activity on a computer desktop, archive it and retrieve it in the future. Where the main differences occur is in the functionality, which in itself is often down to purpose. That is, whether the call recording is being used for compliance, quality assessment, coaching or business intelligence.
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