NICE Quality eXpress
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NICE Quality eXpress Easy, Simple and Integrated May 2011 The Business Challenges of Express Contact Centers How can we improve our sales? How can we reduce churn? How can we improve our agents? How can we cut costs? How can we design and implement a effective quality program? How can we make our paper/excel quality process more efficient? The challenge of Customer Satisfaction vs Costs 2 What is Customer Satisfaction? “Customer Satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business“ 3 Are Interactions with Customers Valuable? Your Forefront Voice has a great Impact on Customer Satisfaction 4 How do I improve my Contact Center? Capture Intent Customer Satisfaction Reduce Churn Increase Sales Agent Retention Take Action to create Impact Phone Conversations Agent Screen Activity Analyze to reveal Insights Agent Productivity Service Delivery Customer Needs Customer Experience Customer Satisfaction is the Key 5 The ways to Impact your Returns Increase Customer Satisfaction by addressing dissatisfaction drivers Foster Loyalty and Reduce Churn since satisfied customers are more likely to stay with you longer Increase Sales Opportunities Improve Agent Retention as satisfied customers are more likely to buy again by empowering agents to positively impact customer experience Your Forefront Voice has a great Impact on Customer Satisfaction 6 Improve Agent Performance with NICE Quality eXpress NICE Quality eXpress Easily gain Insights into Agent Performance Quickly Impact Customer Satisfaction Features Easy to design Evaluations Simple to perform Evaluations Training takes less than a Day Option to install on the Core Recorder Out-of-the-box integration with NICE Recording eXpress For Up-to 200 Agents Low Total Cost of Ownership & Quick ROI 7 NICE Quality eXpress in Action Capture Intent Capture Return Evaluate React Agent Take Action to create Report Analyze to reveal Insights Impact Review Continuously Impact your Returns with NICE Quality eXpress 8 Capture with NICE Recording eXpress Capture Evaluate Report Review React Capture Manage Secure Storage of Recordings Built in Archiving Manager Rapid Install and Configuration Process Flexible Call Search Increase performance with NICE Quality Express Integration with Business Apps Return All-In-One Solution Capture Any PBX Tools to Enable PCI Compliancy Screen Recording (Q3 2011) Screen Recording Satellite All-in-One Recording and Storage Dedicated Core Server w/NICE Quality Express Portals Proven Capture through Thousands of Deployments 9 Designing a SMART Evaluations with NICE Quality eXpress Capture Evaluate Report Review React Return Specific by targeting particular behaviors Measurable by scoring systems shows improvements Achievable by allowing progressive targets Realistic by scoring comparable across workforce Timely by having reports ongoing and readily available Simple to Create Forms, Simple to Evaluate, Simple Workflow 10 Understanding is the key to improvement Capture Evaluate Report Review React Return Agent Reports Evaluated Calls per Agent Evaluation Scores Scoring Averages Performance Curve (New) Scoring Trends Agent/Supervisor Calibration (New) Average duration AND Score Project Reports Question Averages Scoring Averages Section Scores Supervisor Calibration Team Calibration (New) 40 reports grouped into 12 main reports to help you focus 11 Empower the agent with NICE Quality eXpress Capture Evaluate Report Review React Return Basic Participation Peer Evaluation by agent and supervisor Allow agents to listen to their own calls Self Evaluation by agent Intermediate Participation Share examples both Good and bad Agents set own objectives Fully participative Agents Peer Evaluation Self managed teams Empower the Agent through process of Review 12 A simple improvement of the average offers massive return Evaluate Report Review React Return # of Agents Capture Beginners –Beginners 20% – 50% Experts - 80% –Intermediates 30% Intermediates – 60% Experts - 90% Agents Success NICE Quality eXpress helps you track it 13 How does NICE Quality eXpress work in Action? Capture Evaluate Increase Increase Customer Customer Satisfaction Satisfaction by addressing addressing by dissatisfaction dissatisfaction drivers drivers Report Review React Return Foster Loyalty Loyalty Capture Foster Capture Increase Increase Sales Sales and Reduce Reduce and Opportunities Churn Intent Opportunities Churn Improve Agent Agent Improve Retention Retention Return sincesatisfied satisfied since customersare aremore more customers likelyto tostay staywith with likely you longer longer you React Agent Take Action to create Evaluate as satisfied satisfied as customersare aremore more customers likely to tobuy buyagain again likely by empowering empowering by agentsto topositively positively agents impactcustomer customer impact experience experience Report Analyze to reveal Insights Impact Review Continuously Impact your Returns with NICE Quality eXpress 14 NICE Quality eXpress – Business Card Business Challenges Solution Highlights Benefits How can we improve our sales? Easy to design Evaluations Increase Customer Satisfaction How can we improve churn? Simple to perform Evaluations How can we improve our agents? Training takes less than a Day Foster Loyalty and Reduce Churn How can we design and implement an effective quality program? How can we make our paper/excel quality process more efficient? Option to install on the Core Recorder Increase Sales Opportunities Improve Agent Retention Out-of-the-box integration with NICE Recording eXpress For Up-to 200 Agents How can we cut cost? Easily gain Insights into Agent Performance to Quickly Impact Customer Satisfaction 15
