P1254156874pjTkg - PowerPoint PPT Presentation
Title: P1254156874pjTkg
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(No Transcript)
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Calling for More Than Quality Assurance
- By Eyal Rudnik, Product Marketing
- NICE Systems
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- Interaction Analytics enables
- Improved quality of service
- Better intelligence for enterprise
- Compliance and risk management
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Precision Monitoring/ Analytics
Below Average
Above Average
Good
Poor
Lower Revenues Increased Costs Reduced Customer
Sat
Increased Profits Reduced Costs Improved Customer
Sat
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Precision Monitoring and Analytics
- Focus on meaningful interactions
- Perform root-cause analysis
- Shorten the time it takes for corrective action
- Use knowledge to influence future processes
interactions
Switch from focusing on What happened? to Why
it happened? and What is likely to happen?
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Customer Behavior Modeling
- Understand customer intent
- Determine satisfaction drivers
- Manage the experience
- Service level
- Quality of the interaction
- Predict behavior
- Churn probability
- Purchasing patterns
- Preferences
Firms must model customer behavior, turn
analysis into action and revise constantly -
Forrester Research
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The Enterprise
Script Adherence
Behavioral Modeling
Root cause
Contact Center
Emotion Detection
Call Flow Analysis
Fraud Detection
Competitive Intelligence
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- Speech Analytics
- Emotion Detection
- Talk Analysis
- Customer information
- Historical transactions
INTERACTIONANALYTICS
Feedback on
- Screen-events
- Data extraction
- Quality of service
- Product and services
- Marketing Campaigns
- Queue time
- Ring time
- Hold
- Transfer
- Hang-up side
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- A few examples to unlock imagination
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- leading healthcare insurer Over 350 agents, 4
million calls and 115 million claims handled per
year. - Challenge Manage call influxes to improve
service and reduce avoidable calls - Solutions
- Audio Analysis analyzes influxes of calls
associated with new member plans to identify
questions being asked and improve marketing
communications - Audio Analysis pinpoints calls related to medical
procedures that are prone to costly claims
appeals. Identified scripting for agents that
resulted in reductions in claims. - Screen Analysis tags interactions with Customer
ID for quick claims and dispute research - Business Impact
- Reduced total call volume associated with new
health plan groups by 5 (18,000/year) - Reduced post-mailing call volume by 30
immediately - Reduced medical appeals exposure by 3 per year
- Identified potential legal exposure from
marketing communication saved loss of 2mm
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- One of the largest retailer employing over
325,000 associates. - Challenges Increase up-sell / cross-sell
success and decrease cancellations of sales
orders, Third party IVR customer surveys very
costly, time intensive, and slow to deliver
insights. - Solutions
- Identified Sales interactions (Audio Analysis)
that did not result in a sale (Screen Analysis) - Precision Monitoring conducted to assess Sales
specific skills - Best practices call library used to share
examples of excellent selling techniques - Results
- An average sales associate estimated increase in
sales by more than 244,000 annually by improving
critical sales quality elements. - Sales uplift for bottom third of associates is
more than 3.05 million estimated for first year. - Cost savings of over 200K per year through
improved survey process. - Identified conciliatory offers losing the company
money vs. retaining customers
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- QA
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