SCREW DRIVER OR A DRILL? WHEN TO USE THE TOOLS IN YOUR IA TOOLBOX Value, Delivered!

About the NUG Community

MUSE Migration

 “Poster” promotion during month of September  Every time you respond to a forum post during the month of September, you’ll be entered into a drawing for an iWatch  iWatches will be awarded in multiple categories – so if you can add insight in recording, quality and analytics, you increase your chances  Your profile must be updated to win Time to Update, Time to Post

WebinarSolutionDate Making the Move to MobileWFMAugust 13 Different Thinking at EMEAWFMAugust 18 WFM On the GoWFMAugust 25 Atmos Energy on Upgrading to EngageQM/RECAugust 28 Analytics and the Customer Experience Advantage ANALYTIC S September 2 The 7 Deadly Sins of RecordingRECSeptember 3 WFM in the CloudWFMSeptember 8 Preparing to use NICE IEX WFM SmartSync WFMSeptember 10 Time Off Manager Refresher – Part OneWFMSeptember 14 Successfully Setting up a Voice of the Customer Program VOCSeptember 15 Getting Started with Quality PlannerQMSeptember 17 Time Off Manager Refresher – Part TwoWFMSeptember 18 Real Time Solutions RoadmapRTSSeptember 23

Can’t make a webinar? Check out the recording stored in the NUG Resource Center

Introductions Getting Started Types of Tools Choosing the Right Tool for the Job What Next Support Offerings

9 INTRODUCTIONS

 Kimberly Steele – NICE Business Consulting  20+ years Contact Center Experience  Training  Quality Management  Speech Analytics  Michael Whalen – NICE Solutions Sales  20+ years Contact Center Experience  Training/SolutionsEngineer  Various Contact Center technologies  Speech Analytics 10

11 GETTING STARTED

12 Interaction Analytics took you

13 Now, lets take the tools from

14 TYPES OF TOOLS

Types of Tools for Analyzing Interactions Measuring Digging Further Development

16 MEASURING

 Ensure business objectives are clearly defined  Improve first call resolution  Decrease average handle time  Define success criteria  Understand where the business is today Knowing where to begin

Interaction Volume per Category Report Obtaining a Baseline My Universe Categories Report Interaction Classification Report

19 DIGGING

Choosing the best tool Routine Work Business Analyzer Query Category Correlation Report KPI Gauge

Choosing the best tool Deep Drilling Clearsight Multiple Components

 Answers the “why” question  Based on transcribed calls  Score is based on frequency and uniqueness of these words/phrases compared to other categories  Use to perform comparative analysis  Drill down deeper Root Cause Topics

Root Cause Topics Example What stands out as similarities? What are the differences? What is missing?

Root Cause Topics Example What is the context? Find examples.

 Use multiple tools to drill to specific interactions Multiple Components Handle Time Deviation Handle Time Distribution Root Cause Comparison Agent Graph

 Act on the plan  Avoid uncovered manholes!  Understand time and money impacts to changing the plans  Don’t work in silos Beware, Under Construction

27 Further Development

 Business needs/goals will change over time  Keep Interaction Analytics and associated analysis relevant  Use predictive tools to see what you may not know Maintain Momentum

29 WHAT NEXT?

Ensure there is a Closed Loop Process Hot Topics blog web Categorize Interactions Watch for trends and identify problems Alert Find Root Cause Ongoing Monitoring Take Action Targeted coaching Process correction Educate/Re-educate Adjust product or service Take Action Targeted coaching Process correction Educate/Re-educate Adjust product or service Analyze Interaction Phone, , chat Words and phrases Emotion and sentiment Talk-over and silence Holds and transfers Analyze Interaction Phone, , chat Words and phrases Emotion and sentiment Talk-over and silence Holds and transfers Agent Behavior Process Inefficiency Knowledge Gap Product Issue

31 Additional Resources 1.Engage your peers in the NICE Users Group at Discuss next steps with your Business Consultant 3.Contact me!

32 SUPPORT OFFERINGS

 Interaction Analytics Consulting –  Health Checks and Assessments  Complete Consulting and Implementation Guidance  Refresher and Additional Engagements for Existing Users  Users Administration and Profiles Tailor Made Processes (TMP) / Existing Processes Configuration  Training  Train-the-Trainer courses  Fully Customized  Fully Customized content to meet the needs of each business line  Packages  Training  Business Consulting  Combination  Advisory Consulting: Planning, Business Readiness, Governance  A la Carte training courses and Consulting Engagements  Based on specific needs  Refresher/Follow-up training with custom agendas High Level Offering 33

Specific Analytics Offerings 34 Package Name Description Interaction Analytics Blast In just a few sessions our expert team will help you fine tune categories, run correlation analysis reports and provide deep-dive Root Cause Analysis review and recommendations. We will also conduct a business health check of your current usage of IA and make recommendations for optimizing the impact of NICE Interaction Analytics in your organization, to meet your business needs Interaction Analytics Power User Your team has made an impact through the use of Interaction Analytics; now allow our team of experts to help you acquire additional knowledge to maximize your potential! We will guide you on mapping strategic goals and objectives to results driven analysis with IA, and fill knowledge gaps as we work with you side by side. Through the use of correlation analysis, ClearSight, KPIs, and reports we will help you focus in on the most important areas to maximize the impact of your people, processes and technology. Interaction Analytics Expert Health Check Workshop Let us meet with you and examine the business impact and strategic decision making as a result of current Interaction Analytics categories and analysis. Including: Maturity Model and Gap Analysis Industry and Vertical Proven Practices Recommendations for immediate impact

35 Q&A

36  Kimberly Steele  NICE Business Consulting  Americas Region   Mike Whalen  Solution Executive  Americas Region  Thank You