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1 1 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Quality Monitoring for Communication Manager.

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Presentation on theme: "1 1 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Quality Monitoring for Communication Manager."— Presentation transcript:

1 1 1 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Quality Monitoring for Communication Manager

2 2 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. What is Quality Management? Ability to assess the individual CSR Monitor multimedia interactions for key skills –Telephone –PC –Application usage Develop and improve training programmes –Reduce cost & improve repeatability Provide MI feedback –Training / coaching, –Improve quality of new hires

3 3 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Quality Monitoring Recording & analysis can be used for: Protection & security Skills assessment Agent training Improved customer service Cross sell / up sell Retain Agents Reduced call duration Improve selling skills The largest expense in the Contact Centre is the staff and by correctly monitoring and improving their skills vast ROIs can be achieved! Contact Centre challenges: Recording for Quality Monitoring

4 4 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. CSCM records calls on behalf of the Quality application Quality monitors CTI events and looks up business rules If the rules are a match, Quality instructs CSCM to record a call This call is then transferred to the Quality server for playback in the Quality application If the Quality server has also made a screen recording, this is combined as a single file for playback of synchronised voice and screen Quality Server Screen recording agent desktops Cisco IPT & IPCC Servers CSCM CSCM supports Quality

5 5 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Recording Rules Three types of Recording Rules Random- Sampling of agent contacts Schedule Based Rules: A business rule that records contacts for agents based on a date, day(s) of week, and/or time period. Event Based Rules: A business rule that records contacts based on one or multiple conditions

6 6 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Creating Rules This view shows how simple it is to set up a schedule on the fly to record on specific dates and times, create a rule that can be save to be made active or inactive at anytime. It also shows how random rules and rules with multiple attributes can be configured

7 7 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Playback Calls

8 8 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Playback Calls

9 9 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Creating Evaluation Forms This view shows how the fields in the evaluation form will be auto-populated with the data that you feel will be most important to you. This view shows an example of a form that can be used on your environment.

10 10 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Evaluating Automatically populate accurate, meaningful information Search for calls to evaluations in an organised method through focused folders Minimise cluttered screens with multi- dynamic sections Automate scoring

11 11 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Performance Optimization Workshop Description - This workshop is the first and most critical task in implementing the Quality Monitoring solution. The deliverable of this workshop is a blueprint identifying the skills and behaviours by which Customer will take consistent measurement within its contact centres. It also servers as a means to develop a performance framework for your contact centre operations. Objective - To create, validate or enhance Quality Evaluations form(s) and develop a quality process framework. –This is designed as a four-day event delivered on-site for up to 12 attendees. –This is focused on the business issues that must be addressed as part of the implementation but does not address items that are technical in nature. Participants - Witness Business Consultants and Customers key stakeholders, members of Customers contact centre operations, managers and others responsible for monitoring or performance measurement. Deliverables –The definition of a comprehensive evaluation form including a configurable template containing answers and scoring schemes, and key indicators. –The development of a definitions document supporting the comprehensive evaluation form. –The processes and supporting project plan needed to rollout a new quality program. –Performance Optimisation Workshops recap document summarising the attendees, accomplishments and Business Drivers identified throughout the workshop.

12 12 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Reporting Single solution for report authoring, management, distribution and ad-hoc queries Designed to satisfy all reporting requirements from simple to sophisticated Multilingual reporting to service the global enterprise

13 13 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Solution Benefits ROI –Improvements in Customer Satisfaction –Increase productivity & revenue –Optimize Process & Technology Use –Identify and Leverage Best-Practices Technology –Leverages Communication manager to deliver enhanced value Flexibility –Simultaneous support for multiple end user devices and transports Analog, DCP, IP –Support for multiple modes of recording Bulk, executive, on-demand, meeting

14 14 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. Quality Monitoring

15 15 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.

16 16 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Quality Monitoring for Communication Manager


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