Post on 07-Jun-2020
transcript
[ Charting a Course for an Analytics-Driven Quality Program ]
Discover crucial insights into customer effort and agent performance with an analytics-driven quality program.
Contents
Charting a Course for an Analytics- Driven Quality
Program
1Behold the Evolution in Quality
Management
2No. 4: Use Voice of
the Customer to Improve Customer
Engagement
6No. 1:
Begin with a Program
Assessment
3Manifesting
the Customer-Centric
Organization
7Verint: Empowering Quality Management
through Speech Analytics
8No. 2:
Understand Customer
Needs
4No. 3
Put Insights into Action
5
Charting a Course for an Analytics- Driven Quality Program
Many companies operate under a false sense of security that all is well in the
contact center quality department when customers would argue otherwise.
Often, there is a gap between the metrics and measurement of internal contact
center quality programs and customer expectations. For example, while an
organization’s internal quality management scores may show the performance
of certain agents or the contact center as a whole is rated highly, other metrics
—such as Net Promoter Score® (NPS) or first call resolution rates—can reveal a
disconnect in customers’ perceptions of customer care.
If your organization has a quality management score of 90 percent and an
NPS under 70, you are experiencing this disparity firsthand. Great QM scores
may indicate internal processes are being precisely followed in the call center,
but may not be reflective of how your customers view your performance.
Click toTweet
Chart a course for an analytics-driven quality
program. Download our new eBook. http://info.
verint.com/Analytics-Driven-Quality-eBook
3 62 51 4 7 8[ ]
Behold the Evolution in Quality Management
There’s an evolution in quality management underway. The focus? Tapping the voice of the customer (VoC) and transforming quality management to be definitively customer-focused and outcome-based. It’s about aligning business optimization with what’s top of mind with your customers and your business’ strategic objectives.
For example, a speech-driven approach can make quality management a powerful business optimization tool. However, bringing this new paradigm to your quality management program requires new tools and new thinking.
This guide can help you chart your course on the speech-driven quality
program path to put you well ahead in the customer experience race.
What changes are needed to be more customer-centric?
Your customers already know and they are telling you every day.
Are you listening and responding to their feedback?
3 62 51 4 7 8[ ]
No. 1: Begin with a Program Assessment
What does a great interaction between a customer and your
organization look like? Would your internal staff provide a
different response than your customers?
It’s important to assess your quality program metrics and measurement in
their current form. Calibration among internal and external expectations is
key. Calibration internally is a challenge that should be met first. Once internal
stakeholders are in agreement, they can next evaluate how they align to
customer expectations.
A needs assessment—a systematic process for determining and addressing needs or “gaps” between current outcomes and customer expectations—can be helpful. The assessment should consider the following:
• Do your quality program metrics and measurement take into account the total customer experience, or are they merely “check box” quality metrics?
• Do you use after-call surveys and Net Promoter Score?
• Does your quality program include the voice of your customer? To what extent?
• When you obtain customer feedback, where do you include the results?
• What process changes have been made as a result of feedback received?
Click toTweet
Determine & address the gap b/w customer
expectations & current outcomes. http://info.verint.
com/Analytics-Driven-Quality-eBook
3 62 51 4 7 8[ ]
No. 2: Understand Customer Needs
Are the quality criteria you are tracking and managing actually
important to your customers?
Understanding the things that are important to customers must be the
yardstick for your quality management program. Ignore these needs at your
peril! Customers have high expectations for customized levels of service.
They want brands to know them and value them.
By paying attention to aspects of customer and business significance,
quality management programs can drive greater and more relevant impact.
And, by understanding the things that are most important to your customers,
you can go beyond serving them. You can anticipate their future needs and
inspire their continued loyalty by providing value in new and different ways.
Analytics-driven quality supports today’s key customer directives:
[ know me ] Become intimately familiar with how customers
perceive their experience at all points throughout the
customer journey and across all customer segments.
[ understand me ] Provide a greater, more in-depth
understanding of customer wants, needs and pains to ensure
organizations can meet and exceed customer expectations.
[ value me ] Ensure customer feedback is fully leveraged to
effect change in the organization.
[ empower me ] Enable more effective use of enterprise
resources for quality management.
3 62 51 4 7 8[ ]
No. 3 Put Insights into ActionA speech-driven quality management approach automates data collection, analysis, and workflow associated with closed-loop corrective action to help make insights actionable.
Focus and follow-through are vital in translating VoC insights into action.
It’s important to react to the right things—understanding what activities to engage
in to produce the greatest returns. A speech-driven quality approach helps you
understand which issues of statistical significance merit focus, and can also enable
discovery of the root cause of customer dissatisfaction and other business issues
while removing human bias.
Follow-through relates to the question: What do you do with your quality,
NPS, and after-call survey results? It’s challenging to discern which agents
need coaching, and to prioritize and schedule coaching sessions. A speech-
driven quality approach can provide an external feedback score and provide
an automated coaching schedule to kick off these corrective actions. As well,
the ability to provide specific feedback supports individualized performance
management for more effective coaching.
Making Quality Actionable
• Alter and improve employee behaviors to optimize customer service.
• Change processes downstream in the organization that impact customer experience.
• Understand the impact of employee behaviors on end-to-end processes.
• Coach agents on the best means to interact with customers to cultivate feelings of being known and valued.
Click toTweet
Automate data collection & analysis with speech-
driven quality management tools. http://info.
verint.com/Analytics-Driven-Quality-eBook
3 62 51 4 7 8[ ]
No. 4: Use Voice of the Customer to Improve Customer Engagement
Quality management that is customer-focused and outcome-based
gives organizations insight to align upstream and downstream
processes and continually evolve to meet customer needs.
For hiring, this insight allows organizations to identify specific “winning” skills and
behavioral traits to help ensure organizations recruit and hire agents that exhibit
the best skills match and background.
For training, it provides guidance on the skills and traits to emphasize and
reinforce for each agent’s development. It can also influence related activities,
such as workforce management, to help ensure the requisite amount of training
time is scheduled for agents to achieve proficiency in these areas.
It also supports change in other departmental processes that impact the
contact center and customer experience. For example, fulfillment operations
can be revamped if it’s revealed that slow shipping times or confusing Return
Merchandise Authorization procedures are irking customers.
The Calibration Quandry
When it comes to quality management, do you need to do more with
less in your organization? The answer is most likely a resounding YES.
A speech-driven analytics approach can eliminate human bias and emotion
from quality management so you can spend less time on calibration and
optimize the use of your human capital to focus on more value-added
activities, such as risk-based quality or focused audits.
3 62 51 4 7 8[ ]
Click toTweet
Quality management is vital to ensuring
businesses remain relevant & responsive.
http://info.verint.com/Analytics-Driven-
Quality-eBook
Manifesting the Customer-Centric Organization
Business visionary and former chairman and CEO of Intel Andy Grove once said: “Businesses fail either because they leave their customers or because their customers leave them!”*
The discipline of quality management is vital to ensuring businesses remain relevant and responsive in the eyes of their customers. After all, in the end, quality management is only as valuable as the impact it has on customers outside the organization.
Keeping the organization in alignment with customer expectations is a rigorous undertaking. A speech-driven quality approach can quickly expose your organizational strengths and weaknesses in satisfying customers’ needs.
It also provides the construct for continuous improvement of the customer experience—in the contact center and beyond—so that you can respond quickly to
customer needs to reinvent or realign how you do business.
* Only the Paranoid Survive: How to Exploit the Crisis Points that Challenge Every Company, Andrew S. Grove, Doubleday, 1996.
3 62 51 4 7 8[ ]
Verint: Empowering Quality Management through Speech Analytics
Verint® can help you bring a speech analytics-driven quality management approach to your organization to support the ability to “listen” to all calls, automate the aggregation of these interactions, and categorize them into topics of business relevance to support process improvement and agent performance. With speech-driven quality management, the customer-centric organization can become a reality.
Contact us to learn more about how analytics-driven quality can help you on your journey to becoming a Seriously Smart Organization.
Resources for an analytics-driven quality management program:
4 Ways to Transform Quality Management with Speech Analytics
Speech Analytics Datasheet
Analytics-Driven Quality Datasheet
Analytics-Driven Quality Management
3 62 51 4 7 8[ ]
Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly
prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its
contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all
functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein
with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are
trademarks of their respective owners. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
info@verint.com
Americas: 1-800-4VERINT
EMEA: +44(0) 1932 839500
APAC: +(852) 2797 5678
www.verint.com
Verint. Powering Actionable Intelligence®
Verint® is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and
fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries use Verint solutions to make more
informed, effective, and timely decisions. Learn more at www.verint.com.