Performance in Express Contact Centers: Strategies for Success

NICE Quality eXpress
May 2011 Easy, Simple and Integrated

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

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“

Are Interactions with Customers Valuable? Your Forefront Voice has a great Impact on Customer Satisfaction

How do I improve my Contact Center? Capture Intent Phone Conversations Agent Screen Activity Take Action to create Impact Analyze to revealInsights Customer Satisfaction Reduce Churn Increase Sales Agent Retention Agent Productivity Service Delivery Customer Needs Customer Experience Customer Satisfaction is the Key

The ways to Impact your Returns Increase Customer Satisfaction Foster Loyalty and Reduce Churn Increase Sales Opportunities Improve Agent Retention by addressing dissatisfaction drivers since satisfied customers are more likely to stay with you longer 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

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

NICE Quality eXpress in Action Capture Intent Capture Return Evaluate React Report Take Action to create Impact Analyze to reveal Insights Agent Review Continuously Impact your Returns with NICE Quality eXpress

Capture with NICE Recording eXpress Capture Evaluate Report Review React Return Capture All-In-One Solution Capture Any PBX Tools to Enable PCI Compliancy Screen Recording (Q3 2011) All-in-One Recording and Storage Screen RecordingSatellite Process Flexible Call Search Increase performance with NICE Quality Express Integration with Business Apps Dedicated Core Server w/NICE Quality Express Manage Secure Storage of Recordings Built in Archiving Manager Rapid Install and Configuration Portals Proven Capture through Thousands of Deployments

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

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

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

A simple improvement of the average offers massive return Capture Evaluate Report Review React Return # of Agents Beginners – 20% Intermediates – 50% Experts - 80% Beginners – 30% Intermediates – 60% Experts - 90% Agents Success NICE Quality eXpress helps you track it

How does NICE Quality eXpress work in Action? Capture Evaluate Report Review React Return Increase Customer Satisfaction Improve Agent Retention Foster Loyalty and Reduce Churn Increase Customer Satisfaction Increase Sales Opportunities Foster Loyalty and Reduce Churn Improve Agent Retention Increase Sales Opportunities Capture Intent Capture Return as satisfied customers are more likely to buy again by empowering agents to positively impact customer experience by addressing dissatisfaction drivers since satisfied customers are more likely to stay with you longer as satisfied customers are more likely to buy again by addressing dissatisfaction drivers by empowering agents to positively impact customer experience since satisfied customers are more likely to stay with you longer Evaluate React Report Agent Take Action to create Impact Analyze to reveal Insights Review Continuously Impact your Returns with NICE Quality eXpress

NICE Quality eXpress – Business Card Easily gain Insights into Agent Performance to Quickly Impact Customer Satisfaction

Performance in Express Contact Centers: Strategies for Success

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