Sales Technical Support


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An Independent Quality Management Solution as
Sales Technical Support

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  • NiceUniverse provides automated quality management that provides information quickly and easily without creating more administrative work for supervisors.
  • Sales Technical Support

    1. 1. NiceUniverse LIVE An Independent Quality Management Solution
    2. 2. <ul><ul><li>Introduction to NICE </li></ul></ul><ul><ul><li>Why Choose NICE ? </li></ul></ul><ul><ul><li>NICE Quality Management </li></ul></ul><ul><ul><li>NiceUniverse LIVE </li></ul></ul><ul><ul><li>Summary </li></ul></ul>Presentation Overview
    3. 3. Introduction to NICE
    4. 4. Key Target Markets Financial Institutions CCTV Security Call Centers Air Traffic Control Government Agencies Public Safety
    5. 6. Integrated Call Center Solutions Recording Solutions Total Recording Selective Recording Recording on Demand Quality Management Online Monitoring Recording Solution Software Solution Professional Services Systems Integration Installation Training and Support Quality Management Consulting
    6. 8. Why Choose NICE? <ul><li>NICE understands that quality is a central part of your business and works to help you manage your customer relationships </li></ul><ul><li>NICE is the industry leader </li></ul><ul><li>NICE offers a Phased Approach- implements what you need when you need it </li></ul>
    7. 10. <ul><li>Provides a Complete Picture </li></ul><ul><li>Helps Improve Your Customer’s Experience </li></ul><ul><li>Quick Return on Investment </li></ul>NICE Quality Management
    8. 11. <ul><li>You can’t manage what you can’t measure!! </li></ul><ul><li>Customer Handling Skills </li></ul><ul><li>Sales Ability and Techniques </li></ul><ul><li>Product Knowledge </li></ul><ul><li>Escalation Procedures </li></ul><ul><li>Adherence to Company Policies </li></ul><ul><li>Technical Knowledge </li></ul>Provides a Complete Picture
    9. 12. Evaluating Agent Performance Measuring Productivity <ul><li>Sam Jan Lori Sue Joe Linda Dee </li></ul>Time - Calls Per Hour 1 2 3 4 5 6 7 8 9 10
    10. 13. Evaluating Agent Performance Measuring Productivity and Quality <ul><li>Sam Jan Lori Sue Joe Linda Dee </li></ul>Time - Calls Per Hour Quality Score 1 2 3 4 5 6 7 8 9 10
    11. 14. Identify Areas of Improvement <ul><li>Three agents have the same skill problem </li></ul>Solution: Train the Trainer - Retrain the Agents <ul><li>They work for different supervisors </li></ul><ul><li>They had the same trainer </li></ul>
    12. 15. <ul><li>Agents are more responsive </li></ul><ul><li>Call length is shortened </li></ul><ul><li>Applications are used more effectively </li></ul><ul><li>Service levels are increased </li></ul>Helps Improve Your Customer’s Experience
    13. 16. <ul><li>Lower hold times increase customer satisfaction </li></ul><ul><li>Symptom: Long hold times when customers pay bills via telephone </li></ul><ul><li>Problem: Agents have difficulty with desktop software </li></ul><ul><li>Solution: Application redesign and agents retrained; call length decreases </li></ul>Helps Improve Your Customers Experience
    14. 17. <ul><li>Improved selling skills increases revenues </li></ul><ul><li>Frees up Supervisors by automating tedious tasks </li></ul><ul><li>Defines training objectives to make every dollar count </li></ul><ul><li>Reduces call length by making agents more effective </li></ul><ul><li>Increases agent job satisfaction and reduces agent turnover </li></ul>Quick Return on Investment
    15. 18. <ul><li>Training agents to “Ask for the Sale” </li></ul><ul><li>Symptom: Low close rate for insurance sales people </li></ul><ul><li>Problem: Agents need more training closing the sale </li></ul><ul><li>Solution : Focus training on closing techniques. Each agent sells one more policy per day, which results in $XXX increased revenue per agent per week </li></ul>Quick Return on Investment
    16. 19. And Continues to Pay for Itself Capture data Listen and evaluate Measure performance Provide feedback Provide training/retraining Evaluate again…. NiceUniverse LIVE pays for itself
    17. 20. NiceUniverse LIVE
    18. 21. <ul><li>Standalone Quality Management independent of CTI and recording capabilities </li></ul><ul><li>Performs the following functions </li></ul><ul><ul><li>Forms Design </li></ul></ul><ul><ul><li>Evaluation </li></ul></ul><ul><ul><li>Reporting </li></ul></ul>NiceUniverse LIVE Overview
    19. 22. NiceUniverse LIVE Applications <ul><li>System Administration </li></ul><ul><li>Forms Designer </li></ul><ul><li>List Editor </li></ul><ul><li>Evaluator </li></ul><ul><li>Reporter </li></ul>
    20. 23. <ul><li>System Administration Module </li></ul><ul><ul><li>Define Agents & Evaluators </li></ul></ul><ul><ul><li>Create Group or Team Definitions </li></ul></ul><ul><ul><li>Assign functional privileges to users and groups </li></ul></ul><ul><ul><li>Ongoing maintenance </li></ul></ul><ul><ul><ul><li>Uploader utility for WFM </li></ul></ul></ul><ul><ul><ul><li>Change Passwords </li></ul></ul></ul><ul><ul><ul><li>Update User Information </li></ul></ul></ul>System Administration
    21. 24. <ul><li>Tasks: </li></ul><ul><li>Add a new user </li></ul><ul><li>Create a Group </li></ul><ul><li>Define Privileges </li></ul>System Administration
    22. 25. <ul><li>Tasks: </li></ul><ul><li>Add new user </li></ul><ul><li>Create Group(s) </li></ul><ul><li>Define Privileges </li></ul>System Administration
    23. 26. <ul><li>Tasks: </li></ul><ul><li>Add a new user </li></ul><ul><li>Create group(s) </li></ul><ul><li>Define privileges </li></ul>System Administration
    24. 27. <ul><li>Forms Designer/List Editor Modules </li></ul><ul><ul><li>Use Forms Wizard </li></ul></ul><ul><ul><li>Create new evaluation forms </li></ul></ul><ul><ul><li>Edit existing evaluation forms </li></ul></ul><ul><ul><li>Create lists used on forms (e.g. Call Type) </li></ul></ul><ul><ul><li>Ongoing maintenance </li></ul></ul><ul><ul><ul><li>Enable or Disable forms for other users </li></ul></ul></ul><ul><ul><ul><li>Add, Delete, Rearrange list entries </li></ul></ul></ul><ul><ul><li>Preview run new forms </li></ul></ul>Forms Designer/List Editor
    25. 28. Forms Designer
    26. 29. <ul><li>Manage Lists for Bound objects on Forms </li></ul><ul><li>Add, Delete, Rearrange items </li></ul><ul><li>Lists are Historical </li></ul><ul><ul><li>Forms display list which was in effect at time form was filled out </li></ul></ul>List Editor
    27. 30. List Editor
    28. 31. <ul><li>Evaluator Module </li></ul><ul><ul><li>Evaluate calls </li></ul></ul><ul><ul><li>Search for completed evaluations </li></ul></ul><ul><ul><li>Organize forms into folders </li></ul></ul><ul><ul><li>Print forms </li></ul></ul><ul><ul><li>Summarize results </li></ul></ul>Evaluator
    29. 32. <ul><li>Reporter Module </li></ul><ul><ul><li>Create complex queries </li></ul></ul><ul><ul><li>Compare data </li></ul></ul><ul><ul><li>Analyze agent performance </li></ul></ul><ul><ul><li>Analyze team performance </li></ul></ul><ul><ul><li>Analyze and compare Evaluators for scoring consistency </li></ul></ul><ul><ul><li>Save and retrieve report criteria </li></ul></ul>Reporter
    30. 33. Reporter Wizard
    31. 34. Reporter - Advanced Criteria
    32. 35. Reporter - Results
    33. 36. Components <ul><li>NiceUniverse Live software package </li></ul><ul><li>Dedicated PC server </li></ul>
    34. 37. Database System Administration Form Designer Evaluator Reporter Agent Supervisor Evaluator Reporter LAN Agent NiceUniverse LIVE Architecture
    35. 38. <ul><li>Meets the needs of any sized call center and grows along with you </li></ul><ul><li>Add recording </li></ul><ul><li>Upgrade to NiceUniverse </li></ul>Growth Opportunities
    36. 39. <ul><li>Automates the quality management process </li></ul><ul><li>Provides a consistent on-line QA application to support a continuous QA process </li></ul><ul><li>Provides an affordable solution </li></ul><ul><li>Suitable for any customer environment </li></ul><ul><li>Switch/CTI independent </li></ul>Summary