Maintain High Levels of Performance and Quality

Business agility is more important than ever; having accurate information to help make well-informed decisions is vital to your business strategies. However, to really improve performance and quality you need to address this in real time to ensure it does not result in bad service.

Enghouse Interactive solutions offer business intelligence across your entire operations from monitoring, reporting and live dashboards, through to quality management tools to help you look further into performance and quality.

The Senses of Quality

A new survey from Enghouse Interactive polling the views of more than 200 senior employees in UK organisations reveals that many businesses are struggling to define quality customer service delivery, and thanks to cost and integration challenges, often failing to implement the necessary recording, monitoring and analytics tools to deliver it.

Some of the highlights:

  • 63% – Nearly two-thirds of respondents said their business could not accurately forecast call volumes while the same percentage stated they could not leverage flexible scheduling processes.
  • 59% – Perhaps even more worryingly, 59% of the survey sample claimed their businesses could not produce reports that measure agent, contact centre, sales and support team performance.
  • 35% – Just one third of businesses, 35% said they ‘can both monitor and evaluate the performance of our customer service agents on calls and also have structured processes in place to capture customer feedback on individual calls.’

The findings of our survey gets to the heart of the problem with customer service delivery today, namely that it is very difficult to get a clearly defined view of what quality really means and therefore to find a single consistent approach that effectively delivers this to customers. Ultimately, quality is in the eye of the customer and often that means receiving fast, efficient service and an effortless way of interacting with the business.

Use your senses to build the next gen of operational performance and quality management

Make sure you use your senses of quality for next gen of operational performance and quality:

  • Get the sense of the sound of your business. Customer-facing organisations need to listen to the quality of their service by monitoring performance, improving service, ensuring compliance and resolve disputes across all channels.
  • Use your sense of sight to be presented with the information visually to get a true picture of how your customer service function is performing historically or in real-time.
  • For a Sense of Touch to have a hands-on understanding of your customer service, what you are delivering, and keep in touch with your customers’ and businesses digital DNA.

Select the Right Quality Management Option for your Business

It’s important that any quality management system can cope with today’s requirements as well as tomorrow’s for example, future changes in the law or industry codes of practice. These pointers can help you choose the right type of quality and control system for your business.

More Than Just Call Recording
Traditionally, most business focus on collecting quantitative customer contact metrics by measuring statistics related to call handling. These measurements are widely accepted across the industry and typically the business will have invested significant sums in this. These figures invariably become the major indicator to business performance. However, using this approach means there are significant limitations to quality management. Make sure you look at the whole process of how you monitor and improve the quality and performance of your operations.

Benefits

  • Resolve customer disputes to reduce frustration
  • Achieve regulatory compliance to ensure that you are safe in your activities
  • Ensure high quality customer service to deliver customer satisfaction
  • Enhance workplace productivity and accelerate employee training for quicker time to market
  • Get accurate information to make well informed decisions in line with your business goals
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Metrics often only reflect the performance of the automated call distribution (ACD) technology deployed and the processes built round it, rather than the actual quality of the service delivered. This can lead to management ‘by and for’ the numbers, rather than focus on the key business driver of delivering enhanced customer satisfaction. Read our Whitepaper to learn more.

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Businesses today need to do much more than claim they are compliant with regulations and delivering a quality service, they need to prove it. Equally, where there are issues, they need to proactively address them. That’s exactly what our Real-Time Speech Analytics solution allows them to do.

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Business intelligence, both historical and in real-time can help shape the way your customers interact with you. Gain insight into customer interactions – what’s working and what’s not. Find out if your employees, operator and customers are getting the full benefit of your new communications system.

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By combining call recording with complementary training, we wanted to ensure staff performance was continuously reviewed and optimised, while introducing new techniques to help them improve.

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Enghouse Interactive Quality Management Suite

Customer service is the strategic hub of any organisation. More information flows through a reception, helpdesks, and call centre in a single day than any other part of the business. Investing in your staff through training and quality monitoring programmes, can positively impact your business and fine tune call centre operations.

With the right tools you can resolve customer disputes, accelerate employee training, and automate manual processes.

Innovative speech analysis technology allows organisations to monitor and improve conversations in real time, as well as evaluate call recordings. The solution analyses agent and customer speech to provide live feedback to agents, team leaders and quality assurance teams about what is being said, and how it is being said. It monitors stress levels, speech clarity and script adherence, all while the call is in progress.

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Resolve customer disputes, comply with legal requirements, increase employee productivity, and improve customer service using call recording and live monitoring software. Enghouse Interactive Call Recording features a web-based user interface that is designed for ease-of-use and simplicity. Authorised users can view the status of users in real-time, silently monitor calls, and set triggers for call recording. Calls can be recorded full-time, on-demand, or using triggers while the call is in progress.

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Equip your agents to deliver better customer experiences through quality monitoring and agent coaching with our agent evaluation software. Employees will benefit from feedback and training utilising live customer calls and objective feedback mechanisms. Flexible scorecard templates allow you to tailor your quality assurance programme to your business needs. Deliver objective employee evaluations, coach employees for improved success, and track performance improvements over time.

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Capture the entire interaction –telephone and computer activities –using Enghouse Interactive Call Recording software. Desktop monitoring software enables you to ensure consistent and correct use of business systems, identify training opportunities, and remove barriers to employee productivity.

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All our solutions provide real-time reporting of all activities via the highly customisable, widget-based Dashboard;enabling supervisors and administrators to easily create, view and share reports anywhere via a browser and keeping them informed.
Historical reporting tools enable effective monitoring and control of operations because they are based on rich, real-time and historical data. This provides a solid, quantitative foundation for making decisions and modifications in real-time or over a period of time.

Workforce Management encompasses all that you need to optimise staffing and customer service across your enterprise. Our complete solution supports optimisation of your contact centre, back-office and even your branches and stores. Workforce Management provides everything necessary to effectively manage your staff, forecast demand, automatically create schedules, develop accurate and insightful reports and improve your overall customer service operation.

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