THE NEW QUALITY
OPTIMIZATION
SOLUTION
WFO & RTI LoB
QM HAS JUST
GOTTEN
BETTER
2
INSANELY
BETTER!
3
85%OF
CC PERFORM
RANDOM QM
Are you making THE
MOST of your time?
5
JANE hasn’t
sufficient
knowledge on
the new
PinkCircle
product.
YOU train her
on how to greet
the customer
TONY doesn't
confirm the
customer’s birth
date when
selling a new
policy.
YOU train him
on where he
should fill the
customer’s
address
PAM is
struggling with
closing up-sale
deals.
YOU train her
on navigating in
the new order
management
application
9
What if you could
make more of your
TIME and evaluate
those interactions
which SAVE YOU
MONEY
10
NICE Quality Optimization
A REVOLUTIONARY quality
management solution that makes it
EASY to use a quality process to
drive BUSINESS OBJECTIVES
and SAVE MONEY
11
Quality Optimization - Flow
DEFINE
KPI
DEFINE AGENT
DESKTOP
ACTIVITY DATA
DEFINE
QUALITY
PLAN
Monitor KPI
EVALUATION
TARGETED
COACHING
Solution Details
DEFINE
TARGETS
13
CREATE
QUALITY PLAN
EVALUATE &
MONITOR
Define Targets
KEY PERFORMANCE INDICATORS
Define Out-of-the-box KPIs which are fully
Configurable. KPI include AHT, Transfer, Hold
time, Talk Time, Evaluation Score
14
Define Quality Plan
§ Define agent desktop activities which impact your
business:
§
Agent opened the KB application
§
Agent didn’t check a regulatory check box
§
Agent didn’t perform an up sell
§
Interaction concerning on specific product
§ Define quality plan selecting interactions for
evaluation based on agent desktop activity (and
other CTI data)
15
NICE Quality Planner
Centralized end-to-end management of the QM processes
Patented - US 12/499,210
Evaluate & Monitor
§ Quality Manager performs evaluations and
coaches agents
§ KPI are monitored for the impact of evaluation and
coaching.
17
8
Telco Use Case
Objective: Reduce agent AHT
In attempt to reduce agent AHT,
a Telco defines an AHT KPI
Method: KB Quality Plan
create a quality plan for
interactions with long handle
time where agent spent more
than 5 minutes in the knowledge
base.
9
Retail Use Case
Objective: Reduce number of transfers
In attempt to reduce call
transfer, a Retail defines a
Transfer KPI
Method: Product/Transfer Quality Plan
• Query interactions which were transferred and
understand in which product did the transfer occur.
• Create business data based on product name
• Create a quality plan for interactions which involved
the product and a transfer occurred
0
Insurance Use Case
Objective: Reduce number of holds
In attempt to reduce holds on a
policy, KPI is defined
Method: Long Hold Quality Plan
• Create quality plan for interactions with long hold for
the specific policy (retrieved from the agent’s desktop
activity).
1
Health Use Case
Objective: Regulation to monitor specific call type
In attempt to monitor health
policy service calls
Method: Health Policy Quality Plan
Create quality plan for interactions of specific call type
(which is retrieved from the agent’s screen)
Quality Optimization Business Benefits
EVALUATE the calls which mean the most to the
business
SAVE MONEY BY PROMOTING continuous
and measured improvements
TRANSFORM your quality team to be
the right hand of your business goals
DO IT FAST
DIFFERENTIATORS
23
Why is NICE the Quality Market Leader?
1. WORKFLOWS
TUNED TO PAIN
2. QUALITY
PLANNER
3. AGENT DESKTOP
ACTIVITY
NICE has proven
practices including
calibration, dispute
resolution, and Agent self
-assessment worked
directly into the product
in response to customer
requests
Set and measure specific
evaluation targets for (a)
every evaluator and (b)
every employee skill for a
comprehensive quality
program that remains
flexible to business
demands
Quality plans are created
based on business
objectives which are
visible via an agent’s
desktop activity
NICE
40.2%
Total WFO
Market Share
Cloud / SaaS WFO
Market Share
24
NICE
42.7%
Turn your standard quality process into a cutting edge business tool
which saves you money. FAST.
APPENDIX
How Does Quality Optimization Work?
#1) Select KPI
# of Evaluations
# Interactions
% Transfers
% Conferences
% Abandoned from Hold
% Abandoned from Queue
% Coaching Completion
% Critical Error Accuracy
% Non-Critical Error
% Evaluations on QM Interactions
% Hold Time vs. Talk Time
% Hold Time vs. Handle Time
Average Talk Time
Average Hold Count
Average Hold Time
Average Evaluation Score
Negative Calibration Variance
Positive Calibration Variance
Average Queue Time
Average Survey Score
#2) Select
Graphic Format
#3) Set Thresholds
& Color Indicators
#4) Define DrillDown Detail
Example – Real Case
§ Business Case:
§
Utility Company wishes to promote “Standing Order” as a method of
payment for all customers with overdue payment.
§
Promotion is for customers who have not missed more than 2 consecutive
months and who’s overdue payment does sent exceed 500 USD. (overdue
fee is waved if customer agrees to plan)
§ Define Business Tags
§
Tag interactions of ‘overdue payment’ based on call type on agent screen
§
Tag interactions where number of consecutive months is smaller than 2
§
Tag interactions where payment due doesn’t exceed 500 USD
§
Tag interactions where ‘Standing Order” was not made (Promotion failed)
§ Define Quality Plan
§
Based on all 4 tags appearing interactions
§ Evaluate and Coach