3Global Leader in Actionable Intelligence® Solutions Verint At A GlanceTHE NETHERLANDSGERMANYPOLANDVERINT LEADERSHIPFounded 1994 and based in Melville, NYA top 100 global software companyA top 30 US enterprise software companyMore than 10,000 customers in countriesTHE UNITED KINGDOM15 YEARSCALIFORNIAFRANCECOLORADOHONG KONGWFOOverall MarketLeadership inWFO1CANADATOP 100AnalyticsCHINASpeechAnalytics MarketShare Leader2JAPANMEXICOTOP 30InnovationOver 450 patent registrations and applicationsGEORGIAFLORIDAINDIASecurity50MASSACHUSETTSMARYLANDNEW YORKNEW JERSEYVIRGINIAAUSTRALIAWorld WideLeader inVideo Security10,000+BRAZILSINGAPOREGlobal Leader in Actionable Intelligence® Solutions1 Datamonitor Nov ‘082 DMG Aug ‘083
5Combined Market Share Internet Protocol (IP) Recording 2009 Quality Management/LiabilityRecording Market Share Report,DMG Consulting(based on total IP recording revenue)Workforce Optimizationwith Recording2009 Quality Management/LiabilityRecording Market Share Report,DMG Consulting(based on WFO and recording revenue)Speech Analytics2008 Speech Analytics Market Report, DMG Consulting(based on number of implementations)Quality Monitoring2008 Voice/Data Recording/ Speech Analytics Market,Tern Systems (based on CSR shipments)Verint Witness Actionable SolutionsClosest CompetitorNext ClosestRest of MarketWorkforce Management2008 North American Agent Performance Optimization Markets, Frost & Sullivan(based on product and services revenue)Workforce Management Services2008 North American Agent Performance Optimization Markets, Frost & Sullivan(based on WFM services revenue)Workforce Optimization2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined)Workforce Optimization Services2008 North American Agent Performance Optimization Markets, Frost & Sullivan( based on WFM+QM service revenue combined)5
6WFM Market Share Growth Leader +31%22%21%20%19%18%17%16%15%14%“Verint-Witness showed the largest gain, 4.9 share points or a 31% increase in market share over two years”Source: The Pelorus Group, 2009 World Contact Center Workforce Management Systems MarketVerint+31%NICE+1%Aspect-7%
9What If You Could … You can - with a Workforce Optimization strategy Managers - Consolidate agent management activitiesAnalysts - Expand investigative capabilitiesQuality Assurance - Enhance coaching opportunitiesTraining - Automate training requestsSystem Administrators - Centralize administrationExecutives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvementWhat if you couldConsolidate your agent management activitiesExpand your investigative capabilitiesEnhance your coaching capabilitiesAutomate your schedule requestsSimplify navigationAnd centralize administrationAll this to help you drive customer loyalty, top line revenue, operating margins and compliance through continuous performance improvement.You can - with a Workforce Optimization strategy
10What is Workforce Optimization? A strategy that helps companies better manage the people, process and technologies associated with the customer experienceDelivered by PeopleProcessEnabled by TechnologyReduces Costs l Improves Customer Experience l Increases Revenue
11Six Building Blocks of Workforce Optimisation Benefits include:Reduced administrative costsManagement process synergiesEnhanced ease of use due to a single interfaceStreamlined reporting and analysis
12Analyst Validation of WFO “ The costs associated with the purchase of multiple siloed tools from a range of disparate vendors will be significantly higher than a suite from one provider.”“Once integrated, the functional domains begin to complement each other, and provide incremental business value.”Recommendation:Work toward an integrated WFO vision as part of a long-term strategy for improving short-term efficiencies and long-term effectiveness by reducing the vendor portfolio by one, as part of each planned upgrade.There are over 21 of these in the ROI section. Feel free to choose the ones most relevant to your opportunitySource: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009
13TARP study of customer complaints Agents ___%Poor trainingDon’t follow policyBad attitudeCompany ___%Product / service problemBroken processesBilling errorsCustomer ___%Customer errorMisaligned expectations2065Standard Quality programs often focus just on changing agent behaviour using e.g. Live monitor, Recording and QM.They also focus only on the contact centre and not the EnterpriseThis is of course only a part the story.Bain report: 362 co.’s surveyed; 80% thought they delivered a superior service; only 8% of their customers did.15Source: TARP study of customer complaints (200 large firms)
15Verint’s Unified Suite of Applications AGENTSSPEECH,DATA AND SCREEN ANALYTICSPERFORMANCEMANAGEMENTWORKFORCE MANAGEMENTQUALITYMONITORINGCUSTOMER FEEDBACKeLEARNING &COACHINGImprove Agent PerformanceAutomatically Assign LearningIncrease ProductivityTrack and Analyze Agent/Group KPI PerformanceIncrease ProductivityGet Immediate Answers to “Where?” and “How?”Determine Root Cause of KPI PerformanceFocus QM on the Calls that “Matter Most”Decrease CostsImprove AdherenceStreamline Quality MonitoringLess Agent Training RequiredReduce Adminstrative Overhead and Save MoneyPass F&S and Adherence stats to ScorecardsAutomatically Quality scores to F&S for schedulingPass evaluation scores to ScorecardsAutomatically send learning and coaching assignments to F&S for schedulingPass survey scores to ScorecardsUnified interface for agent Schedule/Scorecard/eLearning/Coaching accessPass competencies and training scores to ScorecardsPass survey scores to evaluation formPass Speech Analytics categories to the ScorecardsDrill to interaction from surveyDrill to interactions from ScorecardsPass call details to data analyticsDrill to Adherence from ScorecardsPass QM scores to data analyticsPerformance-driven learning and coachingAutomatically prioritize calls for review based on speech categoryImmediately assign lessons from evaluationsDrill to interactions from analytics resultsPop-up alert to agents on upcoming eLearning and Coaching eventsAlerts & NotificationsPop-up alert to agent on schedule changeSingle Sign-onDrill to call/live monitor and record from AdherenceCentral Add, Change, RemoveExit Unifications
16Verint’s Analytic Tools Provide actionable intelligence from customer interactionsDeliver a 360 degree view of customer experienceAutomatically surface trends without predefinitionDrive workflow through the organizationThere are over 21 of these in the ROI section. Feel free to choose the ones most relevant to your opportunity
17Verint’s Enterprise Enabled Solutions Help determine if root cause of problems are outside the contact centerProvide a workflow to leverage findings outside the contact centerExtend WFO beyond the contact center - into the back office, branches, remote workers and customer service operationsOffer enterprise-scale architecture; no matter how many sites you have or how virtual your organization is
18WFO in Back Office Operations Productivity improvementReduce variance between best/worst staff process timesEnsure staff stays on-task throughout the dayReduce over/under staffing costs/penaltiesAccuracy & reduced reworkUse “Black Box” evidence to improve processTarget training at just those needing it , when neededBase task standard effort on hard, objective dataIn the course of the “discovery” there were three primary opportunities identified where the claims process could be improved, with significant RoI benefits, through the use of Witness eQuality Office. These are outlined above and are expanded upon in more detail in the following slides.Better, timely decisionsIdentify performance trends and respond quicklyBase actions on hard facts, not best guesstimatesTrack post-decision progress and organizational buy-in
19Industry Validation of Verint WFO “Verint's vision for WFO spans the front and back office and is, by far, the most executed on through the creation of a dedicated enterprise division…”“The depth and breadth of Verint’s integrated Impact 360 portfolio merges the best from Witness Systems and Verint’s product lines…”“Verint’s desire for true WFO solution unification creates a strong value proposition...”There are over 21 of these in the ROI section. Feel free to choose the ones most relevant to your opportunitySource: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008
20Verint WFO Delivers ROI Decreased call volume by 22 percentDoubled contact center recurring revenue over previous yearFirst contact resolution increased 33 percent to 85% from low of 63%An additional 10,000 minutes of productivity per week (equivalent of 4 FTEs)Approximately $1 million in headcount cost savings through more optimized schedulingAdherence of 94% across departments and lowering attrition by 55%Reduced headcount by 30 percent
21Industry Leadership and Awards Magic Quadrant for Contact Center Workforce Optimization“Leader” – Highest Issued WFO RatingMarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management“Strong Positive” – Highest Rating for EachWorkforce Optimization Technologies Decision MatrixHighest Technology Assessment; Top “Short List” Rating
23Future Planning In WFO Market 53%planning for QM deployments43%planning for PM deployments41%planning for WFM deployments34%currently source their APO componentsfrom a single vendor as an integrated suiteSource: Frost & Sullivan, January 2009 (survey conducted among 260 contact center managers)
24IP recording exceeds TDM for the first time 2009 Market DriversIP recording exceeds TDM for the first timeStrongest WFO add-ons: Speech, survey, performance management and coachingSpeech analytics becomes expected WFO component and potential driver for back officeWFM adopted outside contact center in back office operationsDMG Consulting 2009
28Manage Risk and Ensure Compliance Compliance RecordingManage Risk and Ensure ComplianceAnalytics-Driven WFOData AnalyticsSpeech AnalyticsCustomer FeedbackTraditional WFOPerformance MgteLearningEnterprise ValueWFMAnother way to look at the components of Impact 360 Workforce Optimization is illustrated on this slide. Each element of the WFO suite is plotted on a graph where the x-axis is the complexity associated with the business objective and where the y-axis represents the value to the enterprise and contact center.In the prior slide we said that workforce optimization is a journey that begins with compliance recording. Recording calls is the first step along the WFO journey. Compliance recording is sometimes mandated by controlling authorities or government regulations. Sometimes businesses simply find it prudent to record all calls in case of disputes over verbal transactions.The ability to record, store and easily retrieve contacts protects organizations against customer disputes. While there is no huge ROI associated with compliance recording, it only takes one successfully resolved dispute to create real value.Quality MonitoringRecord, Store & PlaybackCompliance andLiabilityAgent/CenterPerformanceCustomerExperienceOperationalEffectivenessComplexity of Objective
29Strategic Application for Contact Centers Quality MonitoringStrategic Application for Contact CentersAnalytics-Driven WFOData AnalyticsSpeech AnalyticsCustomer FeedbackTraditional WFOPerformance MgteLearningEnterprise ValueWFMIf the decision to implement quality monitoring isn’t made at the same time as the purchase of recording, it isn’t very long until a QM purchase is made. The irony of pure compliance recording is that everything is recorded but nothing is ever listened to unless a dispute happens. It occurs to many that there is great value in listening to a sample of contacts to gauge the quality of the interaction. Perhaps the term “quality” is not quite precise. After all, what QM teams actually assess is not exactly quality. Quality, we are constantly reminded, is purely in the eyes of the customer. What QM teams actually do is perform brand management – the team defines the “perfect” interaction in terms of their company cultureMake no mistake, whether we call this Quality Monitoring or Brand Management, there is enormous value in identifying holes in the skill and knowledge of customer-facing employees.Quality MonitoringRecord, Store & PlaybackCompliance andLiabilityAgent/CenterPerformanceCustomerExperienceOperationalEffectivenessComplexity of Objective
30Quality Monitoring - Basics QM is implemented to monitor, evaluate, and improveAgent performance (soft skills and workstation skills, accuracy)Contact center processes (use business rules and desktop activity monitoring to improve return merchandise authorizations, order confirmations, change of address calls, case management issues, etc.)Records voice and screen capture of contact center agentsMajor Features include:Various call recording/selection methodsRandom- Sampling of agent contacts by percentageSchedule 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 (CTI or desktop data – record 1-100% of calls)Customized agent or process evaluation formsComprehensive built-in and ad-hoc reporting capabilities
31Easy to Use and Intuitive Reduces admin & training costsRules-based recording easy to set upRandomSchedule-basedEvent-basedEasy playback of recorded sessionsEvaluation forms are simple to create and auto-populate with informationEvaluation screens are easily created and modifiedComprehensive built-in reports and ad-hoc report writerSearches are easy to performVerint QM is browser-based and very intuitive to use. It is easy to administer and set up the rules that govern recording, as well as create the forms used to evaluate interactions. We added to the convenience of the solution by auto- populating information to reduce keystrokes and minimize entry errors, while also enriching the information available to help assess the quality of interactions.Making the QM team efficient requires more than powerful assessment forms with auto-populate. Easy to use tools are available to make searches into the pool of recorded calls productive and less time-consuming.
32Record, Store & Playback Complexity of Objective WFM - a key Building Block of WFOWFM includes eLearning and Performance ManagementAnalytics-Driven WFOData AnalyticsSpeech AnalyticsCustomer FeedbackTraditional WFOPerformance MgteLearningEnterprise ValueWFMFor many contact centers, the next step on the WFO journey involves Workforce Management (WFM). WFM is the term for forecasting and scheduling. Impact 360 WFM gathers historical data on queue and agent performance in order to provide accurate forecasts of future interaction demand. Using proprietary simulation algorithms, Impact 360 WFM produces optimized schedules designed to fit the needs of the business and the employees.Quality MonitoringRecord, Store & PlaybackCompliance andLiabilityAgent/CenterPerformanceCustomerExperienceOperationalEffectivenessComplexity of Objective
33WFM Addresses Key Challenges Customer Retention and Business GrowthEnhance customer experienceMinimize crisis managementProvide decision support & management toolsCommunicate effectivelyDifferentiate through servicePremier service for premier and profitable customersEmployee SatisfactionPreferencesSchedule needsVacationsConsistent and fair processesParticipate in WFM processCommunication and information sharingImpact 360 Workforce Management addresses a set of challenges facing contact centers today that can be grouped into 3 main areas: customer service and retention, employee satisfaction, and costs.Employee Satisfaction – There are a wide range of issues that fall into this category, all of which affect employee satisfaction. (Review some bullets on slide)Costs – Controlling or reducing costs is an ever-present challenge. Some of the underlying issues that call centers must face in order to manage costs are….(review some bullets on slide).Customer retention and growth – For most companies, this is the primary objective. But it often conflicts with the other two. Some of the specific issues and opportunities that affect customer service levels, customer loyalty, and business growth are….A good WFM solution should balance and optimize all of these factors.CostsCreate optimal schedulesAccurate forecastingPrecise resource schedulingMinimal over/under staffingOptimized use of overtime
34WFM – More Than Forecasting and Scheduling Workforce ManagementSophisticated and flexible techniques for accurate forecasts and schedulesPatented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activityIndividual Skill and proficiency-based schedulingAdvanced Adherence management tools‘What-If’ scenarios with Agent Profiles (Phantom agents)Strategic PlanningLong term strategic planning – Trending and Special Event handlingUnique Workforce Optimization Integrations includeUnified InterfaceScheduling of eLearningDrill to Interaction from Adherence and ScorecardsQuality Scores in SchedulingImpact 360 WFM is among the most powerful and sophisticated solutions available anywhere. Our solution goes well beyond just forecasting and scheduling. Here are just a few of the unique advantages gained by employing Impact 360 WFM:Impact 360 WFM has a very sophisticated forecasting and scheduling “engine” that forms the core of the solution. It supports inbound and outbound centers, and a key point to note is that our outbound scheduling uses completely different patented algorithms than that used for inbound scheduling. Competing solutions don’t do that.Our solution schedules not only for skills, but also can understand the proficiency of individual agents within those skills. Two agents may speak Spanish, but one speaks it like a native while the other only has basic comprehension. They have very different proficiencies in this skill that ought to be reflected in the scheduling process. Most competitive solutions don’t.Impact 360 WFM also contains capabilities within Advanced Adherence that enables supervisors as well as WFM specialists to identify and manage exceptions to schedules. There may be legitimate reasons why an agent did not stay on the schedule defined for him or her, and you want the ability to note exceptions to avoid penalizing the agent for a deviation from a schedule that is excused.A particularly powerful feature is “What-If” scenarios coupled with Agent Profiles. Every WFM solution has a What-If capability where sensitivity tests can be performed such as:What happens if Average Handle Time goes up?What happens if a new self-service initiative diverts 20% of the easy calls?What is the impact of a new queue?The inclusion of Agent Profiles makes What-If particularly powerful planning tool. Essentially, Agent Profiles are made-up agents that you can define as working any way you can imagine. Split-shifts, part-time, whatever. You can add Agent Profiles to your existing workforce to easily determine how new shifts impact the overall scheduling outcome or you can run a simulation using only Agent Profiles to determine the very best scheduling outcome you could possibly achieve.As we noted before, our solution does more than just WFM. We also include Performance Management and eLearning capabilities in a software package. We do this for a simple reason, the inclusion of other Impact 360 WFO elements closes the loop with the agents, leading to positive behavior change. We include scorecards that deliver powerful feedback to agents, supervisors, managers and executives about performance against goals. It is easy to understand trends – are things moving in the right or wrong direction. The scorecards reflect information from WFM and eLearning, and if you are using Impact 360 Quality Monitoring, that application’s Key Performance Indicators (KPIs) are included too.We have a powerful long-term strategic planning tool that answers questions that often confront managers regarding future courses of action. We’ll discuss those questions in an upcoming slide.Finally, Impact 360 WFM enjoys unique integrations. WFM and Performance Management and eLearning are unified – enjoying a common system admin framework, common security structure, and common login. You can drill to Adherence screens from a scorecard, optimize training schedules to meet Service Levels, and include training results into the scorecards. If you have Impact 360 QM, you can even include Quality scores into your scorecard views.
35Optimize Forecasts and Schedules Individual agent skill and proficiencySingle, multi, virtual and outsourced sitesInbound and OutboundMulti-media – phone, , & chatBack Office workOutsourcer coordinationEvents and trainingPowerful work patterns and rulesMulti-week schedulingAgent-defined preferencesEasy to useImpact 360 WFM optimizes forecasts and schedules. As noted in the last slide, we schedule not only on skill but also on proficiency. This is important because it affords you the opportunity to put your most skilled agents on at peak times. Since your most skilled agents are your most productive agents, you can deploy fewer resources at peak times than if you scheduled lower-skilled agents, reducing your costs.We support single sites, centralized or decentralized multiple sites, and even manage schedules that are shared with outsourcers. Both inbound and outbound contact centers are managed with our solution. We forecast and schedule multiple types of contact – phone, , webchat, and can even manage back office work.If you contract with an outsourcer for some of your calls, our solution lets you coordinate schedules with them.Because of our integration with eLearning, it is easy to schedule training with minimal impacts to your Service levels. The same is true for meetings and events, eliminating a big headache for schedules and training departments.Your schedulers create agent schedules based on the rules that govern your contact center. Hours of operation, agent shift preferences, shift assignments based on performance, and many other variables are considered in building schedules.Above all else, this powerful solution is easy to use. It is browser-based using familiar navigation and command elements. Agents can easily manage their self-service options with very little training. Supervisors and managers can master the solution with just a few hours of training.Outbound Service Level goals are easy to set
36Performance Management is key to getting to the next level Analytics-Driven WFOData AnalyticsSpeech AnalyticsCustomer FeedbackTraditional WFOPerformance MgteLearningEnterprise ValueWFMImpact 360 WFO offerings are arranged so that Impact 360 QM and Impact 360 WFM may contain elements of both eLearning and Performance Management/Scorecards. We do this because the inclusion of eLearning and Performance Management with QM and WFM enable more closed-loop processes surrounding the agents. Specifically, Scorecards provide constant feedback to agents about how they are performing against goals and expectations. Moreover, the scores agents achieve on KPIs may automatically trigger the assignment of eLearning knowledge clips that address the situation.Quality MonitoringRecord, Store & PlaybackCompliance andLiabilityAgent/CenterPerformanceCustomerExperienceOperationalEffectivenessComplexity of Objective
37Performance Management Scorecards Deliver Visibility and Trigger ActionsViews for agents, supervisors, managers and executivesChoose from full range of KPIs (key performance indicators) to design your center’s scorecardsTrends are easy to seeCompare performance against goalsScorecards are a powerful tool to communicate performance results for agents, supervisors, and managers. Agents can see their individual performance, how they measure up to their peers, and their trends. Supervisors can view the results for their team of agents as well as view individual agent results. Managers can view their supervisors and their agents’ results, as well as see center performance in a holistic view.We provide over 30 Key Performance Indicators (KPIs) for our Advanced Scorecards out of the box, and you select the ones that are most meaningful to your operations. This is out of the box – no custom integration needed. Of course, if you do need a specially-designed KPI, our scorecard can be customized to incorporate information from CRM and sales management systems, or any other application you choose.If you also have Impact 360 solution, the KPIs can include the quality scores from evaluations of recorded interactions.Impact 360 Scorecards integrate metricsfrom all WFO modules
38Optimally Schedule Learning Breaks Minimize training getting delayed or cancelledImmediately correct and improve agent skillsWe said before that our WFM solution is more than just Forecasting and Scheduling. We also include eLearning. You can easily schedule learning breaks – with careful consideration so as to not impact service levels, and ensure that all agents are receiving the right training. It is easy to set up your rules about who receives training, and any constraints on scheduling training.Shifts can be defined that contain training time as a part of initial schedule creation or after the schedule has been published, the solution can find spots for eLearning sessions that minimize service level issues.When training sessions, meetings, one-on-one’s and learning clips are scheduled, you can manage agent adherence to their training schedules too.Learn with Minimal Impact on Service Levels
39Customer Feedback & Speech Analytics deliver the Why factor! Analytics Driven WFOCustomer Feedback & Speech Analytics deliver the Why factor!Analytics-Driven WFOData AnalyticsSpeech AnalyticsCustomer FeedbackTraditional WFOPerformance MgteLearningEnterprise ValueWFMYou’ll recall from an earlier slide that Level 3 Contact Center management teams realize that service delivery itself can be an effective enterprise weapon in hyper-competitive times by providing a sustainable competitive advantage. While products and services are rather easily duplicated, people and processes are not.Level 3 Contact Centers acquire powerful speech and data analytic tools as well as customer feedback management systems also known by the term surveys.Level 3 centers become valuable strategic assets to their enterprises because they become the true voice of the customer for the rest of the organization. And this is the only way to become customer centric – to tap directly into their voices.Quality MonitoringRecord, Store & PlaybackCompliance andLiabilityAgent/CenterPerformanceCustomerExperienceOperationalEffectivenessComplexity of Objective
40Customer Feedback How it works: Customer calls Contact Center At end of call, two options:agent asks for feedback and transfers caller to automated Customer Feedback systemProgram “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer)CF System asks dynamic questions about the customer interactionCustomer uses keypad to provide feedbackCustomer can also leave verbatim feedbackBusiness acts on real-time feedback through alertsTARP, a customer experience consultancy in the SE USA, says unequivocally that if you really want to know what a customer thinks, you have to ask them. There is no reliable way to deduce how they feel. While “surveys” can have a bad reputation, it’s most often the result of bad survey practices.Impact 360 Customer Feedback, together with best practices advice from Professional Services, avoids these problems.Here’s how it all works. At the end of the interaction there are two options. The agent can ask for feedback and transfer the caller or a blind transfer occurs when the agent disconnects. The CF solution asks dynamic questions which means that the second question asked depends on the answer to the first question, and so on. This avoids a frequent complaint of survey-takers – being asked irrelevant questions.The customer uses the keypad to provide answers to Yes/No or Likert Scale questions (press 1 for very happy, 2 for amused, 3 indifferent, 4 annoyed and 5 irate).But the customer can also choose to leave verbatim verbal feedback in case the survey did not touch on an important point for the customer.Finally, alerts surrounded by business rules can be enacted such that very negative feedback responses will trigger an electronic alert. The recipient can access the recording of the interaction that led to the negative survey to determine what is going on and to reach out to the customer proactively.
41Customer Feedback: Easy to use Easy to record questionsMinimal/ No IT intervention requiredEasy to modify questionsOne of the best parts of Impact 360 Customer Feedback is that it doesn’t require IT support. The solution is designed to be easy to use for contact center people.It is a simple matter to record IVR survey questions and implement multiple surveys. The ease of use enables contact centers to change surveys frequently so that they can gauge customer sentiments on not only the agents skill and knowledge but on the enterprises’ products and processes.Customer feedback scores are maintained on an individual agent basis and can be cross-correlated with internal QM assessment scores for a much better insight into the ability of individual agents to contribute.Customers love the ease of use
42Customer Feedback: More Metrics about Quality Impact 360 WFO scorecards deliver information about agent and enterprise.Customer Feedback gets customer reactions to interactions.This chart from the Yankee Group, a technology research and consulting company, depicts the range of Key Performance Indicators (KPIs) that typically exist in Level 3 and 4 Contact Centers. The KPIs are plotted on a graph where the x-axis ranges from efficiency to effectiveness and the y-axis ranges from the individual agent to the enterprise to the customer.Essentially, Yankee Group is saying that KPIs derived from the customers themselves are highly valuable.
43Getting a Complete View of Customer Experience Bring insights to the surface from interactions that would otherwise be ignoredSPEECH ANALYTICS & CUSTOMER FEEDBACKCan analyze all callsThe reality of call recording/quality monitoring is that only a tiny fraction of all the transactions that occur in the contact center are ever listened to by anyone. Even though great value derives from quality monitoring, imagine the treasure trove of information buried in the thousands of hours of recorded conversations. If only companies could tap into this rich source of unstructured data.With Impact 360 Speech Analytics, they can.EVALUATEDFORAGENTQUALITY43
44Speech and Data Analytics Customer ComplaintsBrings the root cause of key business issues to the surfaceContinuously mines all calls surfacing top driversNo need to predefine terms or reprocess callsNon-categorized calls are used as a reference group delivering true root cause for every category or search resultsChange policyTechnician didn’t showActivity feesWrong informationSpeech analytics is a very powerful tool that can extract nuggets of intelligence from the tens of thousands of hours of conversations and interactions recorded through Impact 360 Recording. Using leading edge technologies such as Large Vocabulary Continuous Speech Recognition (LVCSR) and Phonetic processing algorithms, Impact 360 Speech Analytics “listens” to recorded conversations and transcribes them into text. The text is indexed and cross-referenced, creating a complete semantic index that means never having to reprocess calls as new search terms are desired. The solution can organize calls into categories that you suggest and can also self-suggest categories of interest. The solution can inform you about changes in call patterns from day to day, as well as bubble up potential root causes for each category of contacts.
45Speech Analytics Address Key Contact Center Pains Root Cause IdentifiedResultsWhy Are My Customers Calling?Website Password IssuesCompany Saves Op Ex by Identifying Improvements to SiteFirst Contact ResolutionBack-office Claims Process LaggingTimeline Clarification Improves FCR from 60% to 70%Sales EffectivenessMarketing Offers Too ComplicatedAgents Required to Read ScriptsLess Complicated Scripts and Agent Retraining Increases Sales by 18%Customer RetentionDissatisfaction with Specific Financial Products, Rather Than Company PerformanceAgent Training in Cross-Selling Improves Customer Retention RatesEarly adopters of speech and data analytics have successfully employed it to deal with typical and persistent contact center pain points. Cases in point include:One company investigating “Why are my customers calling?” found through speech analytics that a significant number of calls had to do with a particular website relating to the password sign-on process. The company was able to quickly address the site design flaw and the center realized a drop in caller demand.Another center was investigating first contact resolution. By zeroing in on calls that had identifiers embedded about “calling again” the company identified that while the agents were trained to communicate a 5 day fulfillment cycle, back office processing issues are pushing fulfillment out to 10 days. After 5 days, many customer would call again. With this insight, agents were immediately instructed to set appropriate expectations.A company found that over time they had inadvertenly created too many offers resulting in too much complexity for the agents. Unable to mentally navigate among so many options and requirements, agents were forced to read scripts. The results were leaden. With the insight provided by speech analytics the company focused on simplifying the offers and scripts, enabling more agents to “own” the script and add their unique personalities. This drove both agent retention as well as sales.A financial services company analyzed customer defections using speech analytics. They found evidence that a significant percentage of customers who quit doing business with the company actually expressed dissatisfaction only with specific financial products. They were still fairly positive about the company as a whole. As a result, agents were given special training in cross-selling and up-selling between different financial instruments and the company measured a significant “save” rate.A company with many skill definitions in their contact center organized along product lines used speech analytics to sort calls into well-defined categories and deliver particular category calls to specific quality assessors. Speech analytics can be used to super-charge QM assessments by only presenting transactions of particular interest to the QM specialist.A health service provider used speech analytics to research customer complaint calls. They discovered that “welcome kits” shipped by a 3rd party vendor were being promised by the service provider’s agents in 3 days but the vendor was routinely shipping them over a week later. New scripts were implemented and the complaint calls decreased significantly.Complex Products Require Specialized TrainingSpeech Analytics Delivers Specific Product Calls to SupervisorsFocused QualitySmart Inbox Increases Quality Monitoring Efficiency by 500%Vendor ManagementAgents Clarify Timeline with CustomersVendor Failing to Ship Customer Welcome Kit