Quality Management in the Contact Center: Are you Listening to your Customers? February 25, 2016

Presenters Nigel Olding Sr. Product Manager, Enghouse Interactive Nigel has 20+ years’ experience in voice-orientated applications. As head of the Quality Management Suite, Nigel is responsible for understanding industry trends and bringing relevant product enhancements to market, ensuring that the QMS Suite meets customer expectations and any changing market needs. Konrad Kunze Product Manager, Enghouse Interactive Konrad has worked in the realm of Speech Recognition and Speech Analytics for 8+ years. He brought the very first Real-Time Speech Analytics solution for call centers to the market and is now the Product Manager for Enghouse Interactive.

Agenda Omni-channel customer service could improve Strategies to improve efficiency by evaluating agents How to quickly identify training gaps and improve coaching Methods for reducing liability and maintaining compliance Tactics to boost agent skill levels, satisfaction, and retention

An Overview of Enghouse Interactive Toronto Stock Exchange (TSX) under the label “ESL” Part of Enghouse Systems 1,300+ employees in 28 countries Annualized revenues - $220M+ 21% revenue reinvested in development Market capitalization - $1.57B Strong cash reserves – no debt

said they would only try to reach support once before giving up on a purchase. 51 % of consumers quit doing business with a company because of a bad customer experience. 86 % of dissatisfied customers won’t even contact the business to discuss their experience 96 %

Source: ® 2014 Enghouse Interactive Consumers base a decision solely on an organization’s reputation Have never done business with a brand again, as a result of poor customer service Reputation is Now More Critical Than Ever

…and it gets worse!

Summary Customer service is now more critical than ever Multi-channel is now becoming table stakes Self-service is more readily accepted than before and likely to increase The demands on voice interactions are increasing and becoming more complex

The Customer Journey Apply Intelligence to determine the best route Receive & Research through any channel Respond and Resolve customers’ needs Measure – Report and Optimize QMS – identify good and poor practices

THE POWER TO: Improve Keep an eye on operations Make changes if the unexpected happens Monitor your agent performance to improve customer experience Improve the quality of the customer experience Review in real time and historically Stay compliant and confident that you’re offering a consistent service Review, Monitor and Improve

What is Enghouse’s Quality Management Suite? REAL-TIME SPEECH ANALYTICS AGENT / SERVICE EVALUATION CALL / SCREEN RECORDING

Interaction Monitoring Recording review Share recordings & start evaluations Tag recording with flags for future retrieval & printing Real-time status and Live Monitor Extensive reporting Recording control on the desktop

Screen Recording Full screen capture synchronized with audio Playback control Share recording Application specific recording

Score Cards Tool for consistently reviewing call handling Intuitive configuration Flexible scoring with success and failure question weighting Bookmarking of audio Various reports on performance and trends Integrated with agents’ desktop – automated with RTSA

Meeting Compliance Needs Encryption of call audio to AES 256 standard Audit trails of all access and system changes Scheduled archiving for long-term storage Ability to pause and resume recordings, i.e. when taking sensitive information (card payments) User permissions restrict access to calls HTTPS Support for secure client access Speech Analytics identifies bad or good phrases in batch mode or in real time for the agent mode or real time for the agent ex

Real-Time Speech Analytics Unique Approach Soft Evaluators Phrase Recognizers Integrated with QMS Scores added as Flags Auto-generated score cards Automatic Bookmarking ◆ No Speech2Text or Phonetic Indexing ◆ Toolbox for scoring calls ◆ Soft Evaluators measuring speaking behaviors ◆ Enhance training efficiency and gather new business insights ◆ High accuracy phrase recognition ◆ Perfect for compliance assurance ◆ Operates in real-time or batch processing of recordings! ◆ Integrated with QMS for automated scoring ◆ Extensive reporting tools RequiredPhrases For necessary phrases and keywords in calls. GoodPhrases Good but optional keys and phrases to mention. BadPhrases Bad phrases and keywords. Agents shall not use them! DialogPairs Question and answer checked together. Did the customer really agree with „yes“? Category To categorize calls via phrases and keywords mentioned in close proximity.

Case Studies

In Conclusion Use your sense of quality to understand your business Keep an eye on operations Make changes if the unexpected happens Monitor your agent performance to improve customer experience Improve the quality of the customer experience Review in real time and historically Stay compliant and confident that you’re offering a consistent service

THANK YOU Please join us on Thursday, March 24 for our next webinar, Bring your Ideal Customer Journey to Life