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 …

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).

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  • 1. | Revitalizing Your Quality Initiative Barry Knack Director of Education
  • 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. 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. 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. Retooling the Quality Form • Get differing views – Managerial – Supervisory – Agent • User-friendly and coachable
  • 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. 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. Analytics • It is an enhancer – Will not do all your work for you – Requires insight and critical analysis – Shotgun approach
  • 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. 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. 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!