I m p r ov i n g                                             Quality                                      Monitoring      ...
The ChallengeWHY?   Ways To Improve Quality Monitoring & Performance Management                          © Brainfood Consu...
Tip#1   Ways To Improve Quality Monitoring & Performance Management                          © Brainfood Consulting Ltd 2012
Expensive             Performance Manual                Changes                                Situations Process         ...
What restricts your currentapproach?•   Time to find suitable calls•   Changes go unnoticed•   “Not Fair” reaction•   Enou...
Using Interaction Analytics                 VOC                   Voice                    Of                             ...
Tip#2        Effective Coaching        Is About Focussing On The Detail Of Micro Behaviours    Ways To Improve Quality Mon...
Tip#3                 Focus On           High Yield Behaviours   Ways To Improve Quality Monitoring & Performance Manageme...
Tip#4          Re-invent the way     resources are used to improve Quality Monitoring & Performance Mgt    Ways To Improve...
MAKING IT                                                                              HAPPEN                             ...
Tip#5   Ways To Improve Quality Monitoring & Performance Management                          © Brainfood Consulting Ltd 2012
Which step in the PerformanceCycle matter most to you?•   Discover•   Deep dive•   Debate•   Action•   Track & Embed      ...
Closed          Loop Management                                      Customer Service                 Team                ...
Tip#6   Ways To Improve Quality Monitoring & Performance Management                          © Brainfood Consulting Ltd 2012
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6 ways to improve quality monitoring & performance management

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Explore what next generation performance and quality management looks like when interaction analytics is used

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6 ways to improve quality monitoring & performance management

  1. 1. I m p r ov i n g Quality Monitoring & Pe r f o r m a n c e ManagementWays To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  2. 2. The ChallengeWHY? Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  3. 3. Tip#1 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  4. 4. Expensive Performance Manual Changes Situations Process Missed Remain Unaffected Non Weak Low Behavioural Proof Sample Scoring Points Size “Unfair!” Low Low Behavioural Credibility Impact Evidence Non Specific Coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  5. 5. What restricts your currentapproach?• Time to find suitable calls• Changes go unnoticed• “Not Fair” reaction• Enough time to coach• Outcome based coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  6. 6. Using Interaction Analytics VOC Voice Of Failure The Customer Demand Performance Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  7. 7. Tip#2 Effective Coaching Is About Focussing On The Detail Of Micro Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  8. 8. Tip#3 Focus On High Yield Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  9. 9. Tip#4 Re-invent the way resources are used to improve Quality Monitoring & Performance Mgt Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  10. 10. MAKING IT HAPPEN 2 1 Deep Discover Dive 3 Debate Performance Improvement Workflow 6 4 Embed 5 Action Track Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  11. 11. Tip#5 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  12. 12. Which step in the PerformanceCycle matter most to you?• Discover• Deep dive• Debate• Action• Track & Embed Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  13. 13. Closed Loop Management Customer Service Team Leaders Leaders QA WFM Team Planners Legal Training VOC HR Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  14. 14. Tip#6 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

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