© 2010 nexidia inc. confidential. do not distribute nexidia esi—quality strategic performance...
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© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Nexidia ESI—Quality Strategic performance management through advanced speech analytics
Overview of Speech Analytics
“this is the second time I’ve called”
“How do I…?”
“You People…
“I got my statement and…”
“I am switching…”
“High Speed Internet What is Speech Analytics? An automated method of analysing
and categorising recordings to deliver key business insight
Why is that important?
Once searchable, you can mine all recordings for
valuable intelligence.
© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
What does this deliver? Quantifiable Insight to answer:
Who, What, When, Where, Why ?
Targeted Insight to support Root Cause Analysis
And Change
© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Nexidia ESI Solution Suite
Current Quality Management Methods
Page 4
Traditional Random Agent Monitoring
Universe of Calls Five calls per agent per month <1% of calls available for coaching
Legacy Recorder Method
Universe of Calls Calls filtered by metadata (DNIS, Agent Group, etc.)
Calls filtered again with word and phrase spotting
“cancel account”“close account”
Calls transcribed, required for root cause analysis
Less than 100% of calls available for coaching
Context drilldown and analysis performed against transcript, subject to word errors
The ESI—Quality Difference
Page 5
ESI—Quality Approach
100% of recorded calls ingested at 200xRT per CPU core
Queries are used to structure and categorize the calls based on corporate objectives
Query = AND (Cancel, Account)
Dashboards report on agent performance at team and individual levels and provide drill-down to actual calls.
100% of Calls Available for Coaching
Universe of Calls
Nexidia’s scalability means 100% recorded calls are used for quality analysis
The Role of Speech Analytics in Quality
Analyse Audio to Define Objectives
A B C
DEF
Drilldown and Listen to Agent Calls
Continuously Measure Coaching, Training, Real Time Monitoring
Complete Evaluation and Develop Action Plan
Measure Teams & Agents Against Targets
Nexidia ESI—Quality
• Component of Nexidia’s flagship Enterprise Speech Intelligence (ESI) software suite
• Allows quality management to take on strategic role within the organisation
• Measures Quality Initiatives at the site, team, and agent levels based on 100% of available calls
• Helps drive agent coaching and performance improvements in line with corporate objectives
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What is ESI—Quality?
• Definition of Quality Initiatives
• “AHT for billing calls should be under 5 minutes”
• Easy-to-use interface helps define measurable performance objectives, applicable set of calls, and expected goals
• Categorisation of calls and tracking of objectives
• ESI—Quality automatically categorises all calls and measures each agent against the applicable Quality Initiatives
• Presentation of results in Quality Portal
• Managers and team leaders log onto Quality Portal to track performance of each agent, team, or site against expected goals
• Relevant calls and evaluation forms are just one click away
How does ESI—Quality work?
Nexidia ESI—Quality at a Glance
• Analysis of 100% of recorded calls with reports in near real-time
• View performance across an entire organisation
• Track success of teams and individuals and identify areas for improvement
• Direct relationship between performance management and corporate objectives
• Quality Initiatives are tied to the same strategic objectives that are being analysed with ESI
• Improved agent coaching
• Easily identify and review all calls related to a specific issue
• Evaluation and Coaching
• Integrate with existing systems for developmental coaching
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Quality Portal: Team Lead View
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Performance on Quality Initiatives by Agent
Team Lead
Drill down to calls
From Quality Portal to Forensic Search
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Evaluation Launcher
Targeted PlaybackNegative Experience calls for agent Lance Minger
It’s not just frustration – it’s
outrage!
Evaluation Form
Configurable Evaluation Form
Refers back to specific call(s) being reviewed
Integrates with existing coaching system
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© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Demonstration
Quality Initiative Builder
1. Target Call Sets determine applicable media
– Powerful set definition combining query and metadata results
– E.g., modem transfer calls
2. Metric captures specific objective
– E.g., average non-talk time
3. Acceptability Parameters determine performance icons in Quality Portal
– E.g., less than 3 minutes
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Quality Initiatives are easily defined:
Speech Analytics Bridges Past and Future
Quality Monitoring
Today
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The New Quality
Management
Capabilities Needed From
Speech Analytics
Low sample size Large sample size Scalability
Tied to staticquality forms
Tied to corporate objectives
Proven methodology& integration with existing products/services
Random selection Targeted selection Flexible query building & dynamic analysis
© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Questions?