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Revitalizing Your Quality
Initiative
Barry Knack
Director of Education
Overview
• Many organizations are using decades-old quality
assurance practices
• Best practices can take a stagnant quali...
Trends within the Industry
• Everybody wants to change, but nobody
seems to know how
• Technology is king
• Looking for a ...
Retooling the Quality Form
• It starts with the form
• Layout and setup
– Checklist versus subjective
• Quality Standards ...
Retooling the Quality Form
• Get differing views
– Managerial
– Supervisory
– Agent
• User-friendly and coachable
Survey
• It is all about the VOC
• Delivery and reporting
– Web
– Telephony
• Enables you to validate your QA findings
– A...
Analytics
• What are analytics?
– Speech Analytics (SA)
– Desktop Analytics (DA)
• What can SA or DA do for you?
– Complia...
Analytics
• It is an enhancer
– Will not do all your work for you
– Requires insight and critical analysis
– Shotgun appro...
Changing the Quality Image
• Perception is reality – in certain eyes
– Big Brother
– Police
• Unless it is designed to be ...
Summary
• Revitalizing QA takes time
• Get a different perspective on things
• Multifaceted approach
– Have a game plan in...
www.uptivity.com/CCNG
phone | 888.922.5526
email | info@uptivity.com
• Copy of today’s presentation.
• Schedule time to le...
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CONNECT 13 - Revitalizing Your Quality Initiatives

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Learn about latest industry trends and best practices for revitalizing quality programs. Discussants review how speech and desktop analytics, customer surveys and workflow automation can retool and improve a QA program and give centers better understanding of their Voice of the Customer (VoC).

Published in: Technology, Business
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Transcript of "CONNECT 13 - Revitalizing Your Quality Initiatives"

  1. 1. | Revitalizing Your Quality Initiative Barry Knack Director of Education
  2. 2. Overview • Many organizations are using decades-old quality assurance practices • Best practices can take a stagnant quality program to the next level • Applying technologies – speech and desktop analytics, customer surveys and workflow automation – can greatly improve your quality program
  3. 3. Trends within the Industry • Everybody wants to change, but nobody seems to know how • Technology is king • Looking for a “silver bullet” • Voice of the Customer (VOC) is still the focus
  4. 4. Retooling the Quality Form • It starts with the form • Layout and setup – Checklist versus subjective • Quality Standards Definitions Document (QSDD) • Items to take into account – Company values – Division metrics – Specific behaviors
  5. 5. Retooling the Quality Form • Get differing views – Managerial – Supervisory – Agent • User-friendly and coachable
  6. 6. Survey • It is all about the VOC • Delivery and reporting – Web – Telephony • Enables you to validate your QA findings – Are you looking at a true picture of quality?
  7. 7. Analytics • What are analytics? – Speech Analytics (SA) – Desktop Analytics (DA) • What can SA or DA do for you? – Compliance – Competitor mentions – Validation – Identification of escalated calls – Automatic population of data
  8. 8. Analytics • It is an enhancer – Will not do all your work for you – Requires insight and critical analysis – Shotgun approach
  9. 9. Changing the Quality Image • Perception is reality – in certain eyes – Big Brother – Police • Unless it is designed to be that way! • Change is the name of the game – Reinvent your quality team • Changing the workflow process
  10. 10. Summary • Revitalizing QA takes time • Get a different perspective on things • Multifaceted approach – Have a game plan in place – Iterative process – Do not get comfortable
  11. 11. www.uptivity.com/CCNG phone | 888.922.5526 email | info@uptivity.com • Copy of today’s presentation. • Schedule time to learn how uptivity can help revitalize your quality initiative!
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