QA is Broken: How Stella Connect is Reshaping the Future of QALizAdams21
Customer feedback, coaching, and QA are typically disconnected. By completing QA in real-time, it can be used as a coaching opportunity, rather than something agents dread each month.
At Stella Connect, we want to empower CX teams to perform at their best, and actionable QA is an important piece of that. We saw an opportunity to make the QA process more fun, engaging, and meaningful to agents by reimagining the manual and time-consuming process.
In this webinar, we will cover how to leverage a new approach to QA to:
Improve agent coaching
Calibrate key areas of discrepancy
Identify key trends
Unify customer feedback and QA
Beyond Time and Attendance: The Transformative Power of Workforce ManagementHuman Capital Media
It's not news that automating cumbersome time and attendance processes can help improve organizational efficiency and data accuracy. Or that software solutions to track time and attendance can help your organization improve reporting capabilities and keep up with compliance mandates.
But the benefits of automated time and attendance solutions don’t stop there.
Workforce management processes also produce data that can help you analyze your workforce to measure productivity, manage cost, and monitor progress toward your strategic goals. Join Mollie Lombardi, vice president of workforce management and principle analyst at Brandon Hall Group and Jim Manfield, Kronos solution consultant, as they discuss:
Moving beyond the traditional benefits of time and attendance automation, and truly understanding the ROI of accurate, accessible time and attendance data.
Making the case for why organizational leaders and senior executives should care about automation, integration and self-service capabilities of time and attendance solutions.
Using time and attendance data to lay the foundation for powerful workforce and business analytics — even if you are just beginning your business intelligence or analytics journey.
Better, Faster, Stronger: Improving Collaboration Between Dev and IT by 2xAtlassian
Millions of people book trips using Skyscanner's global search engine. Keeping the service is up and running 24/7 is crucial. Collaboration between software and IT teams ensures that this is the case: it’s all about finding and fixing bugs fast. In this session, learn how the Skyscanner squad structure works, and how they improved collaboration between development and IT teams by 2x while improving IT productivity by 44%. Buckle up: you're about to take off.
CPQ (Configure, Price, Quote)is the must-have tool for organizations that want to accelerate their Sales cycles in 2020! See how companies around the globe use CPQ solutions and the impact it has on their business results.
5 Things to Consider when evaluating an Enterprise Innovation Platform Milind Pansare
This webinar introduces Enterprise Innovation Platforms and differentiates them from Enterprise Social Networks or Social Business Software. It then lists the 5 key things to consider when evaluating such a platform for purchase in your organization.
Panaya Tech Talk, Part Two on Salesforce Org Healthpanayaofficial
Director of Product Management at Panaya, Ephrat Geisler, presents how to lead a successful change management process, to ensure user adoption and to keep your Org innovative.
QA is Broken: How Stella Connect is Reshaping the Future of QALizAdams21
Customer feedback, coaching, and QA are typically disconnected. By completing QA in real-time, it can be used as a coaching opportunity, rather than something agents dread each month.
At Stella Connect, we want to empower CX teams to perform at their best, and actionable QA is an important piece of that. We saw an opportunity to make the QA process more fun, engaging, and meaningful to agents by reimagining the manual and time-consuming process.
In this webinar, we will cover how to leverage a new approach to QA to:
Improve agent coaching
Calibrate key areas of discrepancy
Identify key trends
Unify customer feedback and QA
Beyond Time and Attendance: The Transformative Power of Workforce ManagementHuman Capital Media
It's not news that automating cumbersome time and attendance processes can help improve organizational efficiency and data accuracy. Or that software solutions to track time and attendance can help your organization improve reporting capabilities and keep up with compliance mandates.
But the benefits of automated time and attendance solutions don’t stop there.
Workforce management processes also produce data that can help you analyze your workforce to measure productivity, manage cost, and monitor progress toward your strategic goals. Join Mollie Lombardi, vice president of workforce management and principle analyst at Brandon Hall Group and Jim Manfield, Kronos solution consultant, as they discuss:
Moving beyond the traditional benefits of time and attendance automation, and truly understanding the ROI of accurate, accessible time and attendance data.
Making the case for why organizational leaders and senior executives should care about automation, integration and self-service capabilities of time and attendance solutions.
Using time and attendance data to lay the foundation for powerful workforce and business analytics — even if you are just beginning your business intelligence or analytics journey.
Better, Faster, Stronger: Improving Collaboration Between Dev and IT by 2xAtlassian
Millions of people book trips using Skyscanner's global search engine. Keeping the service is up and running 24/7 is crucial. Collaboration between software and IT teams ensures that this is the case: it’s all about finding and fixing bugs fast. In this session, learn how the Skyscanner squad structure works, and how they improved collaboration between development and IT teams by 2x while improving IT productivity by 44%. Buckle up: you're about to take off.
CPQ (Configure, Price, Quote)is the must-have tool for organizations that want to accelerate their Sales cycles in 2020! See how companies around the globe use CPQ solutions and the impact it has on their business results.
5 Things to Consider when evaluating an Enterprise Innovation Platform Milind Pansare
This webinar introduces Enterprise Innovation Platforms and differentiates them from Enterprise Social Networks or Social Business Software. It then lists the 5 key things to consider when evaluating such a platform for purchase in your organization.
Panaya Tech Talk, Part Two on Salesforce Org Healthpanayaofficial
Director of Product Management at Panaya, Ephrat Geisler, presents how to lead a successful change management process, to ensure user adoption and to keep your Org innovative.
RUFing it out with Customer Feedback: Knowing the “Why”Atlassian
On one hand, Net Promoter Scores (NPS) are great for gauging how customers feel – but they don’t provide any specific insights. On the other hand, unstructured comments from support tickets and similar sources are rich with detail – but with 15,000 comments per week coming in, it was impossible to categorize and understand what that information actually meant. We needed a better way. Join the head of our Voice of the Customer team, Sean Cramer, to learn about the innovative system Atlassian has built: RUF (Reliability, Usability, Functionality). RUF categorizes, measures, and prioritizes issues gleaned from not just Net Promoter feedback, but from all our sources of customer feedback. Come learn how your organization can take Atlassian’s learnings, and use them to build a similar system for your organization.
How to improve life on the Service Desk? Freshservice
At the end of 2015, the Service Desk Institute (SDI) and Freshservice jointly conducted research into life working on the IT service desk in 2016. This covered the key pain points for service desks and ITSM tools and vendors, as well as top service desk enhancements and priorities for 2016.
Watch this slide deck to know:
the survey results,
the root causes of service desk concern and friction, and
practical ways in which to tackle the most common obstacles and issues.
Find out how “normal” your service desk is and what you can do to improve things.
Sage 300 Integrated Credit Card ProcessingNet at Work
See firsthand how you can simplify your credit card processing needs. We will cover the benefits of Credit Card Processing with Sage Payment Solutions.
In this webinar we talked about working from the beach. Being able to mobilize Salesforce processes for the smart phone generation. The topics we covered include:
- The essential guide for connecting to Salesforce
- Using Cloud Master Data Management to deliver a single view of your customer information
- Mobilizing processes for the smart phone generation
Sage 100 Integrated Credit Card ProcessingNet at Work
See firsthand how you can simplify your credit card processing needs. We will cover the benefits of Credit Card Processing with Sage Payment Solutions.
The communication and training resource book is actually over 700 pages. I’d like to eventually make it all available online. The book preview is 106 pages and illustrates the use of web-based technology for engaging real-time measures, contribution, and delegated results. The book showcases EmployeeTalk Technology in the process, and examples dialogs and concepts in the application of methods, techniques, and tools. I focus on development in over forty core competencies that can help anyone wanting to grow with their organization. One of the main focuses is on follow-through actions, exercises, and other book readings to help performance growth.
Discussion on service experience with ServiceNow and Nexthinknexthink
The increasingly rapid emergence of workplace technologies over the past few decades promises a utopia of user satisfaction and uncharted levels of business productivity. So why do we wait for IT services to go wrong before we take action? Why is there a gap between what IT users expect and what they receive?
ServiceNow's Chief Innovation Officer, Paul Hardy and Nexthink's ITSM Practice Lead, David D'Agostino discuss service experience.
6 Areas of Inefficiency by ServiceSPANDan Corcoran
How to go Faster and Further? Targeted analysis and innovative technology solutions that quickly accelerate revenue cycle processes.
Back office work centers are responsible to handle the manual work that falls out of automated systems. The efficiency of this process (or lack of it) directly impacts the company’s bottom line.
As experts for 30 years assessing work operations, and deploying innovative technology solutions, we’ve come to identify what we call The Insidious 6, six overlooked efficiency issues that are the root cause of lagging cycles times, work backlogs and lost revenue.
1. Inefficient Work Distribution Mechanism
2. Uneven Employee Workload
3. Inadequate Research Tools
4. Limited Accountability
5. Non Value Added Work Waster
6. Lost Automation Opportunities
Learn how you can achieve 30-70% productivity increases: https://www.servicespan.net/
Performance reviews are dead - Workforce Live San FranciscoJan Sysmans
I presented this deck at Workforce Live in San Francisco on Sept 9, 2015. This deck goes into detail on what is wrong with the current performance review and what companies can do to make it relevant again.
The goal might be clear—improve the digital employee experience—but getting it done can be challenging amidst digital transformations and changes to the corporate IT landscape.
Whenever productivity and output are negatively impacted, IT often gets the blame. Despite this, employees continue to raise their expectations of IT and expect their digital experience to “just work” all the time. Jon Cairns, VP Global Solution Consulting explains what IT departments can do to simultaneously close the digital experience expectation gap, focus on innovation, and give employees a superb digital work experience.
Customer Success in Practice presented by Procore at Totango TourTotango
Customer Success in Practice presented by Procore by Gabe Miller-Smith, Director of Customer Success at Procore Technologies, Inc. at Totango Tour in Los Angeles, CA.
Get faster results and more business value the Vree waysccarbone
Building with commercial tools and pre-packaged industry data models is Vree’s edge to accelerate time to value. These tools allow Vree to integrate and enrich activities across the data warehouse, enterprise resource planning (ERP), and master data management (MDM). They are key to taming fragmented systems and providing advanced reporting and analysis of key metrics.
Return to the Workplace: Planning for RecoveryWorkday, Inc.
In this webinar replay, we discuss how you can plan, execute, and analyze a phased approach to recovery and returning to work amidst COVID-19, while ensuring the safety and well-being of your workforce.
RUFing it out with Customer Feedback: Knowing the “Why”Atlassian
On one hand, Net Promoter Scores (NPS) are great for gauging how customers feel – but they don’t provide any specific insights. On the other hand, unstructured comments from support tickets and similar sources are rich with detail – but with 15,000 comments per week coming in, it was impossible to categorize and understand what that information actually meant. We needed a better way. Join the head of our Voice of the Customer team, Sean Cramer, to learn about the innovative system Atlassian has built: RUF (Reliability, Usability, Functionality). RUF categorizes, measures, and prioritizes issues gleaned from not just Net Promoter feedback, but from all our sources of customer feedback. Come learn how your organization can take Atlassian’s learnings, and use them to build a similar system for your organization.
How to improve life on the Service Desk? Freshservice
At the end of 2015, the Service Desk Institute (SDI) and Freshservice jointly conducted research into life working on the IT service desk in 2016. This covered the key pain points for service desks and ITSM tools and vendors, as well as top service desk enhancements and priorities for 2016.
Watch this slide deck to know:
the survey results,
the root causes of service desk concern and friction, and
practical ways in which to tackle the most common obstacles and issues.
Find out how “normal” your service desk is and what you can do to improve things.
Sage 300 Integrated Credit Card ProcessingNet at Work
See firsthand how you can simplify your credit card processing needs. We will cover the benefits of Credit Card Processing with Sage Payment Solutions.
In this webinar we talked about working from the beach. Being able to mobilize Salesforce processes for the smart phone generation. The topics we covered include:
- The essential guide for connecting to Salesforce
- Using Cloud Master Data Management to deliver a single view of your customer information
- Mobilizing processes for the smart phone generation
Sage 100 Integrated Credit Card ProcessingNet at Work
See firsthand how you can simplify your credit card processing needs. We will cover the benefits of Credit Card Processing with Sage Payment Solutions.
The communication and training resource book is actually over 700 pages. I’d like to eventually make it all available online. The book preview is 106 pages and illustrates the use of web-based technology for engaging real-time measures, contribution, and delegated results. The book showcases EmployeeTalk Technology in the process, and examples dialogs and concepts in the application of methods, techniques, and tools. I focus on development in over forty core competencies that can help anyone wanting to grow with their organization. One of the main focuses is on follow-through actions, exercises, and other book readings to help performance growth.
Discussion on service experience with ServiceNow and Nexthinknexthink
The increasingly rapid emergence of workplace technologies over the past few decades promises a utopia of user satisfaction and uncharted levels of business productivity. So why do we wait for IT services to go wrong before we take action? Why is there a gap between what IT users expect and what they receive?
ServiceNow's Chief Innovation Officer, Paul Hardy and Nexthink's ITSM Practice Lead, David D'Agostino discuss service experience.
6 Areas of Inefficiency by ServiceSPANDan Corcoran
How to go Faster and Further? Targeted analysis and innovative technology solutions that quickly accelerate revenue cycle processes.
Back office work centers are responsible to handle the manual work that falls out of automated systems. The efficiency of this process (or lack of it) directly impacts the company’s bottom line.
As experts for 30 years assessing work operations, and deploying innovative technology solutions, we’ve come to identify what we call The Insidious 6, six overlooked efficiency issues that are the root cause of lagging cycles times, work backlogs and lost revenue.
1. Inefficient Work Distribution Mechanism
2. Uneven Employee Workload
3. Inadequate Research Tools
4. Limited Accountability
5. Non Value Added Work Waster
6. Lost Automation Opportunities
Learn how you can achieve 30-70% productivity increases: https://www.servicespan.net/
Performance reviews are dead - Workforce Live San FranciscoJan Sysmans
I presented this deck at Workforce Live in San Francisco on Sept 9, 2015. This deck goes into detail on what is wrong with the current performance review and what companies can do to make it relevant again.
The goal might be clear—improve the digital employee experience—but getting it done can be challenging amidst digital transformations and changes to the corporate IT landscape.
Whenever productivity and output are negatively impacted, IT often gets the blame. Despite this, employees continue to raise their expectations of IT and expect their digital experience to “just work” all the time. Jon Cairns, VP Global Solution Consulting explains what IT departments can do to simultaneously close the digital experience expectation gap, focus on innovation, and give employees a superb digital work experience.
Customer Success in Practice presented by Procore at Totango TourTotango
Customer Success in Practice presented by Procore by Gabe Miller-Smith, Director of Customer Success at Procore Technologies, Inc. at Totango Tour in Los Angeles, CA.
Get faster results and more business value the Vree waysccarbone
Building with commercial tools and pre-packaged industry data models is Vree’s edge to accelerate time to value. These tools allow Vree to integrate and enrich activities across the data warehouse, enterprise resource planning (ERP), and master data management (MDM). They are key to taming fragmented systems and providing advanced reporting and analysis of key metrics.
Return to the Workplace: Planning for RecoveryWorkday, Inc.
In this webinar replay, we discuss how you can plan, execute, and analyze a phased approach to recovery and returning to work amidst COVID-19, while ensuring the safety and well-being of your workforce.
Improving The Delivery Supply Chain: How A Start Up Became a Global PlayerEdward Byers, PMP, SSGB
How a start up software firm evolved into a global powerhouse - but not before they made their delivery supply chain structured and scalable to accommodate the growth
Midsize Organizations and the Changing Business LandscapeWorkday, Inc.
With the impact of COVID-19, midsize organizations are looking to gain insight into their business and workforce to quickly respond and adapt to a shifting business landscape. See how Workday can help midsize organizations navigate the changing world of work and build confidence in the way forward.
WebClinic-4 Strategies for Optimizing Quality and Performance Using Gamificat...playvox
Applying gamification techniques to both quality and performance in your call center leads to higher employee engagement from supervisor to agent level. Finding the balance between how to drive both external and internal motivation is one of the greatest fulfillments any call center can achieve.
What really inspires employees to stay engaged? How can you empower your team to improve customer experience?
You'll learn how team leaders and agents can:
-use the cycle of self-improvement to drive motivation
-use tools to practically apply gamification to increase quality results
-create performance campaigns that drive engagement
-reduce attrition and create a positively social atmosphere
GPA UK Summit 2019 - The Truth Behind Running a Global Payroll Immedis
This action-packed one day conference led by experts in their field returns to cover all the challenges facing employers from 2019 onwards. The energetic one-day conference breaks new ground in the payroll industry. We will be looking at the latest developments in the UK.
As an Admin, everyday we get requests from users, executives, and stakeholders about what they want you to do to make their jobs easier using Salesforce. It is our job to dig deeper into their request and figure out if what they say they want is actually what the business needs to succeed.
Register Here:
https://info.dynatrace.com/apm_wc_monitoring_for_business_na_registration.html
How can you ensure that your customers are satisfied when they use your web and mobile applications? Why should understanding user behavior matter to IT?
In this 20-minute webinar, Pieter van Heck, digital performance expert at Dynatrace, will illustrate the importance of having solid digital performance and the impact on business productivity. Learn about:
4 key approaches to monitoring digital experience
The value of user behavior analysis
Dynatrace synthetic and real user monitoring capabilities
A great digital experience increases conversion rates, app adoption and customer loyalty.
Register today to reserve your spot!
Paul Holway's presentation to TDWI St. Louis at the 2014-06-13 "Agile" meeting. For more information, see @paulholway on Twitter on LinkedIn (https://www.linkedin.com/pub/paul-holway/3/985/443)
3. 3
We Know Feedback Is Critical, But It’s Like Going To Gym.
Good In Theory, Hard To Practice….
Proprietary and Confidential
4. 4
Why Is It Hard To Give
And Get Feedback
• Fear of embarrassment
• Scattered Information
• Lack of formal guidance on
delivering feedback
Proprietary and Confidential
5. Karma Notes – Mobile Feedback App
5Proprietary and Confidential
Available On:
6. Karma Notes Purpose
Drive Employee Development through
Pervasive Feedback
6Proprietary and Confidential
8. Karma Notes Features
8Proprietary and Confidential
• Real-Time Feedback
• Actionable Insights
• One Minute Recognition
• Nudging Your Employees
9. Real-time Feedback
3 embarrassingly easy steps taking less
than 1 minute to give and get feedback
• Timely and specific feedback linked
to calendar events
• Feedback process using left and right
swipes
• Feedforward using “Do More” and
“Do Less” guidance
9Proprietary and Confidential
10. Actionable Insights
Actionable development areas
employees won’t forget
• Simple and focused dashboard to get
top-of-mind insights
• Clear focus areas with 2 things going
well and two things to improve on
• Easy access to all insights promoting
coaching conversations
10Proprietary and Confidential
11. One Minute Recognition
Appreciate peers promoting a culture
of recognition
• Simple process taking less than one
minute
• Recognise peers publicly through
digital badges
• Socialize the recognition with the
team making it more impactful
11Proprietary and Confidential
12. Nudge Your Employees
Nudge that engages employees and
builds a feedback culture
• Uses principles of behavioural
science to nudge employees
• Smart notifications and features
throughout the workflow
12Proprietary and Confidential
14. Build A Feedback Culture
• Overcome the ‘fight or flight’
reaction created by annual feedback
• Make employees more open to
seeking advise
• Build trust and objectivity in
feedback
14Proprietary and Confidential
15. Enhance Productivity And
Engagement
• Enhance producitivity and reinforce
behaviours
• Improve engagement with ongoing
conversations
15Proprietary and Confidential
16. Empowers Employees
• Robust employee development
• Employees have a stronger say in
their development process
16Proprietary and Confidential
17. Quality Data Analytics
• Real-time feedback with more
objective data and analytics
• Mobile dashboard providing clear
and actionable insights
17Proprietary and Confidential
18. Lower Time And Cost
• Make it embarrassingly simple to
lead performance conversations
• Redirect time towards development
and coaching conversations
18Proprietary and Confidential
20. 1. Request a demo to
set up a trial. Once
you are smitten,
launching is simple
2. Add employees,
and teams, via an
easy Excel import
3. Decide on the
competencies to be
assessed and you
are ready
Launch Process As Simple As Saying 1-2-3
20Proprietary and Confidential
21. Integration and API
• Karma Notes integrates
with leading HRIS platforms
• We are happy to provide other
integrations to fit our client
needs
Security and Privacy
• Keeping customer data secure
and user’s private information
safe is one of our highest
priorities
• All data is secured using the
latest Encryption Software
21Proprietary and Confidential
23. Up to 5 Users Annual Subscription Plan Enterprise Plan
Free
India: 99 Paise Per Person Per Day
International: 5 Cents Per Person
Per Day
+ Set Up Cost As per Effort
Contact us at
office@saltodeefe.com for a
customized plan
With Karma Notes’s simple user subscription model, building a feedback
culture is a breeze.
To know more visit: www.karmanotebook.com
23Proprietary and Confidential
