2 What is Quality Management? Ability to assess the individual CSRMonitor multimedia interactions for key skillsTelephonePCApplication usageDevelop and improve training programmesReduce cost & improve repeatabilityProvide MI feedbackTraining / coaching,Improve quality of new hires
3 Recording for Quality Monitoring Recording & analysis can be used for:Protection & securitySkills assessmentAgent trainingImproved customer serviceCross sell / up sellRetain AgentsReduced call durationImprove selling skillsContact Centre challenges:The largest expense in the Contact Centre is the staff and by correctly monitoring and improving their skills vast ROIs can be achieved!
4 Screen recording agent desktops CSCM supports QualityCSCM records calls on behalf of the Quality applicationQuality monitors CTI events and looks up business rulesIf the rules are a match, Quality instructs CSCM to record a callThis call is then transferred to the Quality server for playback in the Quality applicationIf the Quality server has also made a screen recording, this is combined as a single file for playback of synchronised voice and screenQuality ServerScreen recording agent desktopsCisco IPT & IPCCServersCSCM
5 Recording Rules Three types of Recording Rules Random- Sampling of agent contactsSchedule 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 Creating RulesThis 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 configuredNeed r6 screen shots
9 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 Evaluate calls in an organized method EvaluatingAutomatically populate accurate, meaningful informationSearch for calls to evaluations in an organised method through focused foldersMinimise cluttered screens with multi-dynamic sectionsAutomate scoringEvaluate calls in an organized methodBe more productive when completing evaluationsEliminate manual scoringYour evaluation forms should reflect your center’s objectives which in turn should support your enterprise wide goals - Witness gives you a tool to create your own custom evaluation formsClear objective evaluations send a clear signal to your agents as to how critical the evaluation process is to your organizationSince evaluations are filled out on-line on a your custom created form and the results are databased, reports about agent performance are a snap. The recorded call can be linked to the evaluation for quick retrieval. The need for manual scoring disappears.
11 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 Customer’s key stakeholders, members of Customer’s contact centre operations, managers and others responsible for monitoring or performance measurement.DeliverablesThe 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 ReportingSingle solution for report authoring, management, distribution and ad-hoc queriesDesigned to satisfy all reporting requirements from simple to sophisticatedMultilingual reporting to service the global enterprise
13 Solution Benefits ROI Improvements in Customer Satisfaction Increase productivity & revenueOptimize Process & Technology UseIdentify and Leverage Best-PracticesTechnologyLeverages Communication manager to deliver enhanced valueFlexibilitySimultaneous support for multiple end user devices and transportsAnalog, DCP, IPSupport for multiple modes of recordingBulk, executive, on-demand, meeting