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About Verint. Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date.

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Presentation on theme: "About Verint. Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date."— Presentation transcript:

1 Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date

2 About Verint

3 Global Leader in Actionable Intelligence® Solutions
Verint At A Glance THE NETHERLANDS GERMANY POLAND VERINT LEADERSHIP Founded 1994 and based in Melville, NY A top 100 global software company A top 30 US enterprise software company More than 10,000 customers in countries THE UNITED KINGDOM 15 YEARS CALIFORNIA FRANCE COLORADO HONG KONG WFO Overall Market Leadership in WFO1 CANADA TOP 100 Analytics CHINA Speech Analytics Market Share Leader2 JAPAN MEXICO TOP 30 Innovation Over 450 patent registrations and applications GEORGIA FLORIDA INDIA Security 50 MASSACHUSETTS MARYLAND NEW YORK NEW JERSEY VIRGINIA AUSTRALIA World Wide Leader in Video Security 10,000+ BRAZIL SINGAPORE Global Leader in Actionable Intelligence® Solutions 1 Datamonitor Nov ‘08 2 DMG Aug ‘08 3

4 Why Verint - Market Share

5 Combined Market Share Internet Protocol (IP) Recording
2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on total IP recording revenue) Workforce Optimization with Recording 2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on WFO and recording revenue) Speech Analytics 2008 Speech Analytics Market Report, DMG Consulting (based on number of implementations) Quality Monitoring 2008 Voice/Data Recording/ Speech Analytics Market, Tern Systems (based on CSR shipments) Verint Witness Actionable Solutions Closest Competitor Next Closest Rest of Market Workforce Management 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on product and services revenue) Workforce Management Services 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM services revenue) Workforce Optimization 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined) Workforce Optimization Services 2008 North American Agent Performance Optimization Markets, Frost & Sullivan ( based on WFM+QM service revenue combined) 5

6 WFM 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 Market Verint +31% NICE +1% Aspect -7%

7 Verint: the WFO Leader 2008 & 2009

8 What is WFO?

9 What If You Could … You can - with a Workforce Optimization strategy
Managers - Consolidate agent management activities Analysts - Expand investigative capabilities Quality Assurance - Enhance coaching opportunities Training - Automate training requests System Administrators - Centralize administration Executives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement What if you could Consolidate your agent management activities Expand your investigative capabilities Enhance your coaching capabilities Automate your schedule requests Simplify navigation And centralize administration All 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

10 What is Workforce Optimization?
A strategy that helps companies better manage the people, process and technologies associated with the customer experience Delivered by People Process Enabled by Technology Reduces Costs l Improves Customer Experience l Increases Revenue

11 Six Building Blocks of Workforce Optimisation
Benefits include: Reduced administrative costs Management process synergies Enhanced ease of use due to a single interface Streamlined reporting and analysis

12 Analyst 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 opportunity Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008 Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009

13 TARP study of customer complaints
Agents ___% Poor training Don’t follow policy Bad attitude Company ___% Product / service problem Broken processes Billing errors Customer ___% Customer error Misaligned expectations 20 65 Standard 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 Enterprise This 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. 15 Source: TARP study of customer complaints (200 large firms)

14 Unified, Analytics-Driven, Enterprise Enabled WFO

15 Verint’s Unified Suite of Applications
AGENTS SPEECH, DATA AND SCREEN ANALYTICS PERFORMANCE MANAGEMENT WORKFORCE MANAGEMENT QUALITY MONITORING CUSTOMER FEEDBACK eLEARNING & COACHING Improve Agent Performance Automatically Assign Learning Increase Productivity Track and Analyze Agent/Group KPI Performance Increase Productivity Get Immediate Answers to “Where?” and “How?” Determine Root Cause of KPI Performance Focus QM on the Calls that “Matter Most” Decrease Costs Improve Adherence Streamline Quality Monitoring Less Agent Training Required Reduce Adminstrative Overhead and Save Money Pass F&S and Adherence stats to Scorecards Automatically Quality scores to F&S for scheduling Pass evaluation scores to Scorecards Automatically send learning and coaching assignments to F&S for scheduling Pass survey scores to Scorecards Unified interface for agent Schedule/Scorecard/eLearning/Coaching access Pass competencies and training scores to Scorecards Pass survey scores to evaluation form Pass Speech Analytics categories to the Scorecards Drill to interaction from survey Drill to interactions from Scorecards Pass call details to data analytics Drill to Adherence from Scorecards Pass QM scores to data analytics Performance-driven learning and coaching Automatically prioritize calls for review based on speech category Immediately assign lessons from evaluations Drill to interactions from analytics results Pop-up alert to agents on upcoming eLearning and Coaching events Alerts & Notifications Pop-up alert to agent on schedule change Single Sign-on Drill to call/live monitor and record from Adherence Central Add, Change, Remove Exit Unifications

16 Verint’s Analytic Tools
Provide actionable intelligence from customer interactions Deliver a 360 degree view of customer experience Automatically surface trends without predefinition Drive workflow through the organization There are over 21 of these in the ROI section. Feel free to choose the ones most relevant to your opportunity

17 Verint’s Enterprise Enabled Solutions
Help determine if root cause of problems are outside the contact center Provide a workflow to leverage findings outside the contact center Extend WFO beyond the contact center - into the back office, branches, remote workers and customer service operations Offer enterprise-scale architecture; no matter how many sites you have or how virtual your organization is

18 WFO in Back Office Operations
Productivity improvement Reduce variance between best/worst staff process times Ensure staff stays on-task throughout the day Reduce over/under staffing costs/penalties Accuracy & reduced rework Use “Black Box” evidence to improve process Target training at just those needing it , when needed Base task standard effort on hard, objective data In 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 decisions Identify performance trends and respond quickly Base actions on hard facts, not best guesstimates Track post-decision progress and organizational buy-in

19 Industry 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 opportunity Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008

20 Verint WFO Delivers ROI
Decreased call volume by 22 percent Doubled contact center recurring revenue over previous year First 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 scheduling Adherence of 94% across departments and lowering attrition by 55% Reduced headcount by 30 percent

21 Industry Leadership and Awards
Magic Quadrant for Contact Center Workforce Optimization “Leader” – Highest Issued WFO Rating MarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management “Strong Positive” – Highest Rating for Each Workforce Optimization Technologies Decision Matrix Highest Technology Assessment; Top “Short List” Rating

22 The market for WFO

23 Future Planning In WFO Market
53% planning for QM deployments 43% planning for PM deployments 41% planning for WFM deployments 34% currently source their APO components from a single vendor as an integrated suite Source: Frost & Sullivan, January 2009 (survey conducted among 260 contact center managers)

24 IP recording exceeds TDM for the first time
2009 Market Drivers IP recording exceeds TDM for the first time Strongest WFO add-ons: Speech, survey, performance management and coaching Speech analytics becomes expected WFO component and potential driver for back office WFM adopted outside contact center in back office operations DMG Consulting 2009

25 WFO Market Growth Projections


27 The Product

28 Manage Risk and Ensure Compliance
Compliance Recording Manage Risk and Ensure Compliance Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Another 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 Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

29 Strategic Application for Contact Centers
Quality Monitoring Strategic Application for Contact Centers Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM If 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 culture Make 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 Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

30 Quality Monitoring - Basics
QM is implemented to monitor, evaluate, and improve Agent 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 agents Major Features include: Various call recording/selection methods Random- Sampling of agent contacts by percentage 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 (CTI or desktop data – record 1-100% of calls) Customized agent or process evaluation forms Comprehensive built-in and ad-hoc reporting capabilities

31 Easy to Use and Intuitive
Reduces admin & training costs Rules-based recording easy to set up Random Schedule-based Event-based Easy playback of recorded sessions Evaluation forms are simple to create and auto-populate with information Evaluation screens are easily created and modified Comprehensive built-in reports and ad-hoc report writer Searches are easy to perform Verint 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.

32 Record, Store & Playback Complexity of Objective
WFM - a key Building Block of WFO WFM includes eLearning and Performance Management Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM For 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 Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

33 WFM Addresses Key Challenges
Customer Retention and Business Growth Enhance customer experience Minimize crisis management Provide decision support & management tools Communicate effectively Differentiate through service Premier service for premier and profitable customers Employee Satisfaction Preferences Schedule needs Vacations Consistent and fair processes Participate in WFM process Communication and information sharing Impact 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. Costs Create optimal schedules Accurate forecasting Precise resource scheduling Minimal over/under staffing Optimized use of overtime

34 WFM – More Than Forecasting and Scheduling
Workforce Management Sophisticated and flexible techniques for accurate forecasts and schedules Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity Individual Skill and proficiency-based scheduling Advanced Adherence management tools ‘What-If’ scenarios with Agent Profiles (Phantom agents) Strategic Planning Long term strategic planning – Trending and Special Event handling Unique Workforce Optimization Integrations include Unified Interface Scheduling of eLearning Drill to Interaction from Adherence and Scorecards Quality Scores in Scheduling Impact 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.

35 Optimize Forecasts and Schedules
Individual agent skill and proficiency Single, multi, virtual and outsourced sites Inbound and Outbound Multi-media – phone, , & chat Back Office work Outsourcer coordination Events and training Powerful work patterns and rules Multi-week scheduling Agent-defined preferences Easy to use Impact 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

36 Performance Management is key to getting to the next level
Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Impact 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 Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

37 Performance Management
Scorecards Deliver Visibility and Trigger Actions Views for agents, supervisors, managers and executives Choose from full range of KPIs (key performance indicators) to design your center’s scorecards Trends are easy to see Compare performance against goals Scorecards 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 metrics from all WFO modules

38 Optimally Schedule Learning Breaks
Minimize training getting delayed or cancelled Immediately correct and improve agent skills We 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

39 Customer Feedback & Speech Analytics deliver the Why factor!
Analytics Driven WFO Customer Feedback & Speech Analytics deliver the Why factor! Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM You’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 Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

40 Customer 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 system Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer) CF System asks dynamic questions about the customer interaction Customer uses keypad to provide feedback Customer can also leave verbatim feedback Business acts on real-time feedback through alerts TARP, 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.

41 Customer Feedback: Easy to use
Easy to record questions Minimal/ No IT intervention required Easy to modify questions One 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

42 Customer 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.

43 Getting a Complete View of Customer Experience
Bring insights to the surface from interactions that would otherwise be ignored SPEECH ANALYTICS & CUSTOMER FEEDBACK Can analyze all calls The 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. EVALUATED FOR AGENT QUALITY 43

44 Speech and Data Analytics
Customer Complaints Brings the root cause of key business issues to the surface Continuously mines all calls surfacing top drivers No need to predefine terms or reprocess calls Non-categorized calls are used as a reference group delivering true root cause for every category or search results Change policy Technician didn’t show Activity fees Wrong information Speech 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.

45 Speech Analytics Address Key Contact Center Pains
Root Cause Identified Results Why Are My Customers Calling? Website Password Issues Company Saves Op Ex by Identifying Improvements to Site First Contact Resolution Back-office Claims Process Lagging Timeline Clarification Improves FCR from 60% to 70% Sales Effectiveness Marketing Offers Too Complicated Agents Required to Read Scripts Less Complicated Scripts and Agent Retraining Increases Sales by 18% Customer Retention Dissatisfaction with Specific Financial Products, Rather Than Company Performance Agent Training in Cross-Selling Improves Customer Retention Rates Early 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 Training Speech Analytics Delivers Specific Product Calls to Supervisors Focused Quality Smart Inbox Increases Quality Monitoring Efficiency by 500% Vendor Management Agents Clarify Timeline with Customers Vendor Failing to Ship Customer Welcome Kit

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