© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Interaction Analytics
The Future of Performance
& Quality Management
Performance Management Challenges
Page 2 2013 Nexidia, Inc.
The Performance Management “Shift”
Page 3 2013 Nexidia, Inc.
Source: Callcentrehelper.com
Improve Agent Performance
Analytics-Driven Performance Management
How Are Agents
Interacting With
Customers?
How Are We
Performing Against
Key Initiatives?
Are We Adhering
To Proper Protocol
On Every Call?
What Best
Practices Can
We Elevate?
Surface
What’s
Important
Empower
Meaningful
Coaching
Improve
Agent
Performance
Monitor
Compliance
Customer Interaction Analytics Captures
Every Coaching Opportunity
& Aligns Coaching
To Strategic Objectives
CUSTOMER INTERACTION ANALYTICS DELIVERS THE CONTEXT
© 2013 Nexidia, Inc. Page 6
Multi-Channel Performance Management
Page 7 © 2012 Nexidia, Inc.
Offered Evaluated
Phone 99%
84%
38%
27%
92%
9%
21%
49% Email
Twitter/Facebook
Chat
P&Q campaign 2013
© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Interaction Analytics
in action
Agent Scorecard
© 2013 Nexidia, Inc.. Page 9
‘Relevant coaching is
vital for affecting
performance improvement’
‘Reducing the delta between best and worst performers is probably the single most effective strategy for improving ROI on human capital which costs 70% of most contact centre budgets’
Drill into Interactions for Targeted Coaching
© 2013 Nexidia, Inc. Page 10
‘Full automation of output so we can concentrate on coaching and
spending time with people’
Calibration Process
Page 11 2013 Nexidia, Inc.
‘A fair tool to evaluate individual performance and coaching requirements’
Empowerment and self assessment
Page 12
2013 Nexidia, Inc.
‘
‘Ability to let the agents review their calls
on a daily basis’
‘Greater staff empowerment enabling
them to own the customer experience rather than have it dictated to them through
KPI’s’
© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Thank you