“ Bridging the Gap between Manual and Automated QA” - PowerPoint Presentation

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Uploaded On 2019-03-16

“ Bridging the Gap between Manual and Automated QA” - PPT Presentation

We will begin our Webinar at approximately 101 PM EST 5 Secrets of Success When Migrating to RealTime Interaction Analytics Todays Educational Webinar 5 Secrets of Success When Migrating to RealTime Interaction Analytics is sponsored by the followi ID: 756900

real time callminer analytics time real analytics callminer roi webinar agent agents planning success monitoring reduction call designing rolling

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Slide1

“Bridging the Gap between Manual and Automated QA”

We will begin our Webinar at approximately 1:01 PM EST

“5 Secrets of Success When Migrating to Real-Time Interaction Analytics”Slide2

Today’s

Educational

Webinar “5 Secrets of Success When Migrating to Real-Time Interaction Analytics” is sponsored by the following partners:

FREE WEBINARSlide3

Webinar Logistics

This webcast is a listen only presentation. If you would like to ask a question, please use the questions panel in the GotoWebcast side bar widget as shown and we will try to answer all of your questions during the Q&A segment of the presentation.

The Webcast will be recorded and available 48 hours after presentation at

www.CallMiner.com

under or Learning Center page.The presentation deck is available now or at the conclusion of today’s webinar under the Event Resources tab of this site and will also be available at

www.CallMiner.com under or Learning Center page.Slide4

“5 Secrets of Success When Migrating to Real-Time Interaction Analytics”Slide5

CallMiner at a Glance – Feedback is a GiftCustomer engagement optimization through analytical insight

The industry leader in cloud enabled interaction analytics solutionsStrong track record over 13 years in contact center performance

Unified view across customer journey (voice, chat, email, social)Scaled to process 18 years (160k+ hours) of audio every day

Improving agent performance for…Regulatory compliance

Increased revenuesReduced operational costBetter customer service/satisfactionSlide6

AMCOL Systems’ selected CallMiner automated analytics solution

protected by

Search, analyze, discover

Conduct root-cause analysis

Configure categories & scores

Supervisor/agent portals

Direct performance feedback

Aggregated view of all KPIs

Real-time monitoring, alerting

Agent next-best-action guide

Supervisor command postSlide7

What is EurekaLive?This real-time quality assurance alerting system enables supervisors and analysts to track all calls for a group of agents and immediately review occurrences of events that may require some form of intervention.

The EurekaLive Command Post automatically monitors in-progress calls for language and acoustic characteristics, such as escalation attempts, churn language, profanity, compliance scripts, or high emotion.

The Command Post also allows supervisors to drill into any call and take immediate action or intervention when required, providing the following benefits:

Reduced risk associated with compliance and liability exposure

Faster Account ResolutionEmpowering agents with guidance and next-best-actions

Increased customer retention and satisfactionImproved upsell/cross sell performanceAccelerated training of new hires or inexperienced agentsSlide8

How EurekaLive Works

Collect Data

Improve

Analyze

An automated system captures in

realtime

100% of calls, creating a

live, ongoing

transcript of each

Automated

alerts and guidance

based on current

realtime conversational content

Immediate guidance for optimizing each call

as it happens

, for

successful outcomes

on every call

Real-Time

seconds

“…I’m

going to

speak to my lawyer…”

SUPERVISOR

Realtime Speech Analytics uses live conversational content to optimize every call

Agent Assistant

AGENTSlide9

But First, a Survey Question……Slide10

Amcol Systems Inc

Founded in 1976

Headquarters in Columbia, SC

Accounts Receivable Management Organization

100% Healthcare Focused

Clients in 34 states

American Collectors Association PPMS, ISO 27001 Certified

CallMiner Eureka Launched – April 2013Slide11

Secret #1Understand Your Drivers for Real-Time Analytics and “Aim for Success” by setting Realistic ExpectationsSlide12

Real Time Analytics Solution Driver

Compliance

Mitigate CFPB, FDCPA, TCPA, complaints, lawsuits.

Workflow client specifics workflow requirements.

Technology

Manager Tool.

Coach in “real time” not post call.

Proactive instead of Reactive.

Data to act upon/leverage human capital.Slide13

Real Time Analytics Solution Driver

Agents

Our greatest asset.

Equip and Empower Agents.

Agent Tool/Personal Coach. Every day, every call.

Faster account

resolution

More engaged employees.

Higher employee retention.

Return of Investment (ROI)

Higher client satisfaction/retention.

Patient satisfaction.

Industry Differentiator (Voice Analytics

)

.Slide14
Slide15

Defining Real Time Monitoring ObjectivesA.I.M.D

For Success

ssess

mplementMarket (Internal)

eploySlide16

S.W.O.T

What are they?

ssess

Audience

Who’s this for? Reactions?

Time Frame and Outline

How long will this process be?

Tortoise/Hare?

Defining Real Time Monitoring ObjectivesSlide17

Secret #2

Define your Real-Time Monitoring Objectives and Secure Buy-in from EveryoneSlide18

mplementation Timeline

Defining Real Time Monitoring ObjectivesSlide19

Secret #3

Designing and Planning

Establish a Game Plan with a Phased ApproachSlide20

Designing and Planning

mplement

Brainstorm Sessions

Everyone on implementation team had a voice.

Implementation Team

All employee level involvement. Agents to Executives. Everyone represented at beginning equals buy in at the end.Slide21

Alerts

Compliance

Processes

Phases

mplement

Designing and PlanningSlide22

Designing and PlanningSlide23

Designing and PlanningSlide24

Worked

with our CallMiner Customer

Success Director and Business Intelligence Analyst on more detailed/difficult alert regular expression (Regex) set up.

Designing and PlanningSlide25

Secret #4

Rolling out your Real-Time Analytics Internally

Create Buzz- Go BIG!Slide26

Rolling Out Real-Time Analytics

arket (Internal)

“Evolution” - Kick Off

Past – Present – Future

CallMiner webinar demo for management.

CreateSlide27

Rolling Out Real-Time AnalyticsSlide28

Rolling Out Real-Time AnalyticsSlide29

Rolling Out Real-Time AnalyticsSlide30

eploy

UAT (User Acceptance Testing)

GoLive

June 2015

Introduced Company-wide, same as to Managers and Test Groups

Staggered Rollout (Soft

Go-Live)

Small groups. Specific departments/lines of business/etc. Similar to initial meeting with

managers

30 day testing period

Rolling Out Real-Time AnalyticsSlide31

Secret #5

ROI through Real-Time Analytics - Proactive, not Reactive

Never Stop Improving!Slide32

ROI Through Real-Time AnalyticsSlide33

ROI Through Real-Time AnalyticsSlide34

Assessment

Quick Wins/Preliminary

Findings

Agent Response to Alerts

Collector “Shortcuts”

Providing callback number. 69% reduction within 7 days.

ROI Through Real-Time AnalyticsSlide35

Caller ID Study

50% reduction in first two months

27% reduction since July

Continuing education, reinstate real-time alert for agents.

ROI Through Real-Time AnalyticsSlide36

Representing Language Study

63% reduction from initial findings in November

98% reduction from November to December

Weekly and monthly reporting

ROI Through Real-Time AnalyticsSlide37

ROI Through Real-Time Analytics

Assessment

Quick Wins/Preliminary

Findings

Agent Response to Alerts

Collector “Shortcuts”

Providing callback number. 69% reduction within 7 days.

Monitoring & Trending

Visual Coaching Results

Trends and Accountability

Phase II

& Phase III AlertsSlide38

Auditing Process Restructure

Current process is a post analytic. Incorporate real time calls into audit for real time audits. Target trends, case study audits. Proactive instead of reactive

ROI Through Real-Time AnalyticsSlide39

The Five Secrets of Our Success

Real-Time

Analytics Solution

Driver –

Agents

Defining Real-Time Monitoring Objectives – TimelineDesigning and Planning – Implementation TeamRolling Out Real-Time Analytics –

Internal Marketing - GO BIG!

ROI Through Real-Time Analytics –

Proactive No Longer ReactiveSlide40

Thanks!

Questions?