1 The Evolution of Quality Monitoring How Technology Can Enhance the Effectiveness of Quality Monitoring Programs
2 Table of Contents Introduction... 1 The Quality Monitoring Process... 2 Process Overview... 2 Process Limitations... 2 Revitalizing and Evolving Quality Monitoring... 2 Enhancement 1 Reconstructing the Evaluation Form... 3 Enhancement 2 Implementing Powerful Interaction Search Tools... 3 Enhancement 3 Speeding Up the Evaluation Process... 4 Enhancement 4 Improve the Efficiency and Effectiveness of Coaching... 4 Enhancement 5 Providing Better Feedback to Agents... 5 Summary... 6 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. 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 Verint Systems Inc. All rights reserved worldwide Verint Systems Inc. All Rights Reserved Worldwide. CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC.
3 Introduction Quality monitoring is a fundamental practice in contact centers, critical for developing the skills and knowledge of employees while helping to ensure a consistently positive customer experience. However, because quality monitoring is so deeply woven into the contact center psyche, the supporting technologies can become a limiting, rather than enabling, factor. This paper examines quality monitoring and identifies conditions that can limit its effectiveness. The paper also identifies service and technology offerings from Verint Systems that can individually and collectively re-energize and optimize quality monitoring programs. Page 1
4 The Quality Monitoring Process Process Overview Quality monitoring is a contact center process that is fundamental to improving the customer experience. Simplified, the process consists of (1) recording, (2) evaluating, (3) coaching, and (4) repeating. Typically, quality monitoring software in the contact center captures calls, messages, and chat sessions, along with the associated agent screens. Metadata about the calls, known as tags, provides information about when calls arrive, how long conversations last, which agents handled them, and other automatic call distributor-sourced information. Calls are chosen for evaluation based on the metadata tags, with only a small number selected from the thousands of calls handled. During the evaluation process, trained quality evaluators use computerized evaluation forms alongside the playback window to assess various aspects of the interaction. The forms are arranged into sections or tabs that pose questions to the evaluators, who answer by clicking radio buttons or checking boxes and occasionally entering notes. For example, there may be a call greeting tab that asks whether the agents identified themselves; used the desired or mandatory greeting; conducted a valid identity check; and used the callers names. Positive responses to the questions accrue points in each section or tab, as well as contribute to the point total for the entire interaction. Later, the evaluator, supervisor, or designated coach uses this small number of the evaluations to identify agent knowledge, skill gaps, and positive behaviors. Ideally, the evaluations enable the coach to construct a personalized development plan for each agent. The coach and agent work together to fill knowledge gaps and on specific behaviors or skills. Over time, agents and coaches expect to see improvements in the total quality score, as well as the individual tabs associated with the particular behaviors. In this way, the agent s skill set grows, and the customer experience is improved. Process Limitations The quality monitoring process is time-tested and straightforward. However, a number of things can derail it. For example, your contact center may not record all interactions, thus missing important insights into agent behaviors and customer reactions. Even if you record every interaction, your evaluators may not select the ones most pertinent, or your evaluation forms may be insufficient for the purpose. Moreover, your coaches may lack the tools, skills, and time to focus on agent skills enhancement. Beyond these problems, there is the natural process of entropy, through which all things run down and lose energy if left to themselves. Quality monitoring programs typically begin as something positive and valuable, but with the passage of time, can become stale and routine, contributing little to the development of agents or improving the customer experience. Revitalizing and Evolving Quality Monitoring There is no reason for your contact center to settle for a mediocre quality monitoring program. Quality monitoring can be revitalized and evolved to deliver far greater value not only by enhancing the customer experience and agent skill sets, but also by addressing enterprise business goals. Verint offers a range of enhancements and options to help users of its quality monitoring solutions address a spectrum of challenges, including: Page 2
5 Enhancement 1 Reconstructing the Evaluation Form The structure and content of the evaluation forms are critical to realizing improvements in agent skills and customer satisfaction, yet they seldom receive a critical inspection. More typically, evaluation forms are tweaked from time to time by adding evaluation questions. As a result, the forms can grow more complex and longer, requiring more time per evaluation, and thereby reducing the potential number of interactions that are evaluated. Verint Professional Services offers Impact 360 Quality Evaluation Optimization a focused workshop in which a trained consultant works with the quality monitoring team and business users to decide what is important to the brand, and how that translates to the evaluation form. The workshop starts with a clean slate, and the outcome is a new, streamlined evaluation form that frames what is truly important to the business. Upgrading to the current version of Impact 360 Quality Monitoring can bring additional benefits. For example, although quality monitoring forms typically contain a large number of questions that appear in a specific order, customer interactions seldom follow such a logical sequence. Impact 360 Quality Monitoring can save evaluation time and improve evaluation efficiency by making it easier to navigate among forms. With the click of a button, users can quickly jump to specific points in a form. Additionally, Impact 360 enables contact centers to design a universal quality form with dynamic segments, each specifically targeted to a different type of customer interaction. Using visibility options, users can choose to include or exclude questions based on their relevance, and automatically adjust the scoring methodology to reflect the type of interaction being evaluated. For example, an entire Interaction and Sales Skills set of questions can be configured to automatically appear, based on the user answering yes to Was there an up-sell opportunity? without the user being required to change forms. Enhancement 2 Implementing Powerful Interaction Search Tools There is a direct correlation between the efficiency of the search tools and the number of evaluations that can be completed in a given time frame. Clearly, it is unproductive to spending time searching for interactions, only to discover that the one selected don t meet the particular need. The Smart Inbox TM feature in the current version of Impact 360 Quality Monitoring helps resolve this problem. It provides a powerful workflow that automatically delivers contacts to supervisors for evaluation, helping them meet weekly/monthly evaluation quotas. This can alleviate the need to spend time manually conducting searches for calls. For example, an authorized user can setup his or her Smart Inbox to automatically receive five random calls per agent per month. Calls can also be delivered to users based on unique call data, such as duration, direction, DNIS, ANI, and more. The Smart Inbox can be customized to receive a specific quota of calls per agent and can easily be integrated with contact metadata. For example, if a user is interested in contacts with durations of two to four minutes with more than 50 seconds of hold time, a rule can be created to have contacts with these parameters automatically delivered to the user s Smart Inbox. Moving yet a step further, Impact 360 Quality Monitoring can work with Impact 360 Speech Analytics TM to populate the Smart Inbox based on the content of the calls. For example, a call can be identified as a first call resolution issue or a customer complaint, based on what the customer or the agent is saying. Calls that fall within these categories can be delivered to an evaluator s Smart Inbox, which displays descriptive data about the call, including the call type, in the Category column. In this way, supervisors and coaches can gain insight into the content of the interaction, which can aid them in identifying interactions of particular interest with respect to individual agent skills and knowledge. Page 3
6 This not only saves time, but can also enhance the quality of coaching. What point is there in evaluating an interaction that contains no upsell/cross-sell opportunity, when that is the skill deficiency in focus? Enhancement 3 Speeding Up the Evaluation Process Once interactions have been delivered to the evaluator, another problem can surface: The evaluator is required to listen to the entire transaction most likely several times, since it is very difficult to listen to an interaction once and reliably fill out the typical evaluation form. Thus, a four-minute call can require evaluators to spend fifteen to twenty minutes, moving back and forth in the call, as they fill out successive tabs in the form. Shortening the time required to complete each evaluation is key to expediting the process. The most current version of Impact 360 Quality Monitoring addresses this by providing evaluation forms that are designed for efficiency, ease of use, and accuracy. Forms may incorporate default answers to specific questions, including use of the words Not Applicable or N/A. Supervisors and other evaluators can change these answers based on agent performance and type of call. Evaluators can also provide comments to clarify their answers to questions, offering agents additional actionable insights for improving their performance. In addition to free-form comments, evaluators can select from customizable, pre-defined lists of reasons that can be used to identify performance trends and patterns. The latest version of Impact 360 Quality Monitoring features a shared Smart Inbox, which enables calls to be evaluated by anyone within a defined group of users. The shared Smart Inbox can significantly improve workflow, enabling users to more efficiently manage quotas across teams, evaluate an optimum number of calls, and ensure that the most important calls are addressed in a consistent, effective manner. Impact 360 Speech Analytics brings its own unique value propositions to the organization. Moving beyond its ability to provide powerful, new search tags based on content, it can provide text transcriptions, which can help quality monitoring evaluators speed-read through interactions to get to the parts that matter most. This can save considerable time, since the eye can scan text at upwards of 240 words per minute, while audio playback is typically at a rate of 80 to 120 words per minute a nearly twofold improvement in evaluation time. Enhancement 4 Improve the Efficiency and Effectiveness of Coaching The entire point of quality monitoring is to identify strengths and weaknesses of individual agents, so that supervisors and coaches can fashion personalized training. A frequent complaint of supervisors and coaches is that there is simply not enough time in the work week to perform all the one-on-one training required to field a world-class agent cadre. To help address this problem, the current version of Impact 360 Quality Monitoring provides elearning and Coaching applications (previously licensed separately), as well as new applications that can multiply the ability of coaches to effect desired behavior changes in their agents. Using Impact 360 elearning TM, supervisors and other users can easily assign training courses to agents and track their progress. The elearning application also enables users to send agents specific feedback that incorporates real customer contacts. Recorded interactions that represent best practices the most effective ways to handle calls can be identified and sent directly to agents as part of their ongoing training. Agents can use these clips to learn by example from more experienced peers. Additionally, organizations can create a library of Best Practice Clips for use in future training applications. elearning courses can have quizzes / tests with questions and scoring to measure the student s understanding of the course content. Questions can be of various types, including multiple-choice and true-false. The courses can track user interactions, such as text entry, clicks, and keystrokes, and Page 4
7 respond by giving feedback; redirecting; branching; linking to other sites, courses, or content; and scoring user performance. Time limits and number of attempts per question can also be set. Courses created using Impact 360 Content Producer TM are typically short, in the minute range. Once created, courses can be maintained in a library and managed using Impact 360 Lesson Management TM. Existing courses can be modified to quickly create new ones, and the library of courses can be assigned and delivered to students through the Lesson Management interface. Courses can also be ed or made available via hyperlinks to a website. Impact 360 Coaching TM can help your organization do more than enhance performance it can help you improve morale and staff retention by making coaching sessions more objective, transparent, and actionable. Employees can gain a clearer understanding of how to improve their performance, extend their skills, and be promoted. Human resources managers can factor performance improvements into salary and incentive programs. Executives can determine how effectively their managers are delivering coaching. And the entire organization can benefit from making managers and staff mutually accountable for driving better performance and improved customer satisfaction. Beyond these improvements, Verint offers Impact 360 Desktop and Process Analytics TM, which provides visibility into agent desktop events and activities, the applications they use, and the processes they follow. It also facilitates process measurement and analysis for continuous improvement in operations. The Desktop and Process Analytics solution is particularly important to the coaching process, since it tackles the problem of not enough time. Its Personalized Guidance feature can enable a coach or supervisor to establish personalized guidance pop-ups that are embedded into the customer service applications agents use in handling interactions. These can serve as reminders to the agent regarding specific behaviors. For example, Process Guidance provides the ability to deliver real-time, on-screen guidance in a variety of ways to employees at specific steps within a process. The guidance is based on screen content and activity and can include: Producing a message on the screen at the precise point of need in the process flow. Automating process steps, such as launching another application screen or knowledgebase article, based on the context of data represented on the screen. Sending notifications to a supervisor who can provide assistance. Enhancement 5 Providing Better Feedback to Agents Behavioral science tells us that to effect behavior change, it is important to provide meaningful feedback to employees about their goals and their performance against those goals. A failing of many contact centers is that feedback to agents is simply not timely enough. Being informed about quality deficiencies on a weekly or monthly basis often has little to no impact on behavior change. Impact 360 Advanced Scorecards is a complete performance management business application designed to help contact centers and enterprise back-office operations implement and practice performance management. Advanced Scorecards provide role-appropriate scorecards that display, on a daily basis, actual performance information compared to goals for pre-defined and custom key performance indicators (KPIs). Advanced Scorecards is more than a report card it delivers actionable insight into the performance of the contact center. With it, you can address complex questions such as: Which agents and teams are performing to expectations? Where should I spend my coaching time? Which agents? Which teams? Page 5
8 How is one agent performing relative to his peers? How much did Team B improve since completing the new training course? How can I improve the accuracy of my forecasts and schedules? Answers to these questions can help managers and supervisors focus their efforts on a daily basis to improve the bottom-line operations. One of the most powerful forms of feedback is the actual voice and view of the customer. No matter what contact center management may think of a particular interaction, it s the customer s perception that actually matters. Impact 360 Customer Feedback TM provides intelligent, dynamic surveys that can be tailored to engage customers with timely, relevant, and context-based questions. This approach can drive higher response and completion rates while providing accurate, actionable data. Customers can be presented with one of several language-specific surveys based on the transaction they ve just completed. As a customer interacts with the survey, his or her responses are used to determine which questions are presented next. When customer survey responses indicate that follow-up action is required, the survey can be configured to offer the opportunity to leave recorded comments. By enabling customers to give feedback in their own words, your organization can capture insights into their perceptions that can go far beyond what is possible with static surveys. An Alerts and Workflow module can provide alerts that a customer recording is available for review. Such information can be critical to customer retention programs and can be reviewed to better understand the real drivers of customer frustrations and successes. Summary Quality monitoring is fundamental to delivering a positive customer experience. In the past, quality monitoring was essentially limited by the supporting technologies and their related costs. As a result, the QM process relied upon a limited set of data. Today, that is no longer the case. The quality monitoring process can consider all interactions and be enhanced and expanded by new applications, such as speech analytics, customer feedback, scorecards, elearning, coaching and desktop and process analytics. Using these advanced applications, you can energize and evolve the practice of quality monitoring in your organization. Verint. Powering Actionable Intelligence. Verint (NASDAQ: VRNT) is a global leader in Actionable Intelligence solutions and value-added services. More than 10,000 organizations in over 150 countries use our solutions to improve enterprise performance and make the world a safer place. Verint is a member of the U.S. broad-market Russell 3000 Index. For more information about Verint, visit Page 6