NICE Quality eXpress Easy, Simple and IntegratedMay 2011

The Business Challenges of Express Contact Centers  How can we improve our sales?  How can we reduce churn?  How can we improve our agents?  How can we cut costs?  How can we design and implement a effective quality program?  How can we make our paper/excel quality process more efficient? The challenge of Customer Satisfaction vs Costs 2

What is Customer Satisfaction? “Customer Satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business“ 3

Are Interactions with Customers Valuable? Your Forefront Voice has a great Impact on Customer Satisfaction 4

How do I improve my Contact Center? Customer Satisfaction is the Key  Agent Productivity  Service Delivery  Customer Needs  Customer Experience  Customer Satisfaction  Reduce Churn  Increase Sales  Agent Retention Analyze to reveal Insights Take Action to create Impact  Phone Conversations  Agent Screen Activity Capture Intent 5

The ways to Impact your Returns Your Forefront Voice has a great Impact on Customer Satisfaction Increase Customer Satisfaction by addressing dissatisfaction drivers Foster Loyalty and Reduce Churn since satisfied customers are more likely to stay with you longer Increase Sales Opportunities as satisfied customers are more likely to buy again Improve Agent Retention by empowering agents to positively impact customer experience 6

Improve Agent Performance with NICE Quality eXpress NICE Quality eXpress  Easily gain Insights into Agent Performance  Quickly Impact Customer Satisfaction Features  Easy to design Evaluations  Simple to perform Evaluations  Training takes less than a Day  Option to install on the Core Recorder  Out-of-the-box integration with NICE Recording eXpress  For Up-to 200 Agents Low Total Cost of Ownership & Quick ROI 7

NICE Quality eXpress in Action Analyze to reveal Insights Take Action to create Impact Capture Intent Review Capture Evaluate Report React Return Agent Continuously Impact your Returns with NICE Quality eXpress 8

EvaluateReportReviewReactReturnCapture Capture with NICE Recording eXpress Process  Flexible Call Search  Increase performance with NICE Quality Express  Integration with Business Apps Manage  Secure Storage of Recordings  Built in Archiving Manager  Rapid Install and Configuration Capture  All-In-One Solution  Capture Any PBX  Tools to Enable PCI Compliancy  Screen Recording (Q3 2011) Screen Recording Satellite Dedicated Core Server w/NICE Quality Express Portals All-in-One Recording and Storage Proven Capture through Thousands of Deployments 9

ReportReviewReactReturnCaptureEvaluate Designing a SMART Evaluations with NICE Quality eXpress  Specific by targeting particular behaviors  Measurable by scoring systems shows improvements  Achievable by allowing progressive targets  Realistic by scoring comparable across workforce  Timely by having reports ongoing and readily available Simple to Create Forms, Simple to Evaluate, Simple Workflow 10

ReportReviewReactReturnCaptureEvaluate Understanding is the key to improvement  Agent Reports  Evaluated Calls per Agent  Evaluation Scores  Scoring Averages  Performance Curve (New)  Scoring Trends  Agent/Supervisor Calibration (New)  Average duration AND Score  Project Reports  Question Averages  Scoring Averages  Section Scores  Supervisor Calibration  Team Calibration (New) 40 reports grouped into 12 main reports to help you focus 11

ReportReviewReactReturnCaptureEvaluate Empower the agent with NICE Quality eXpress  Basic Participation  Peer Evaluation by agent and supervisor  Allow agents to listen to their own calls  Self Evaluation by agent  Intermediate Participation  Share examples both Good and bad  Agents set own objectives  Fully participative  Agents Peer Evaluation  Self managed teams Empower the Agent through process of Review 12

ReportReviewReactReturnCaptureEvaluate NICE Quality eXpress helps you track it Beginners – 30%Experts - 90%Intermediates – 60% Experts - 80% Agents Success # of Agents Beginners – 20%Intermediates – 50% A simple improvement of the average offers massive return 13

ReportReviewReactReturnCaptureEvaluate How does NICE Quality eXpress work in Action? Analyze to reveal Insights Take Action to create Impact Capture Intent Review Capture Evaluate Report React Return Agent Increase Customer Satisfaction by addressing dissatisfaction drivers Foster Loyalty and Reduce Churn since satisfied customers are more likely to stay with you longer Increase Sales Opportunities as satisfied customers are more likely to buy again Improve Agent Retention by empowering agents to positively impact customer experience Increase Customer Satisfaction by addressing dissatisfaction drivers Foster Loyalty and Reduce Churn since satisfied customers are more likely to stay with you longer Increase Sales Opportunities as satisfied customers are more likely to buy again Improve Agent Retention by empowering agents to positively impact customer experience Continuously Impact your Returns with NICE Quality eXpress 14

NICE Quality eXpress – Business Card Business ChallengesSolution HighlightsBenefits  How can we improve our sales?  How can we improve churn?  How can we improve our agents?  How can we design and implement an effective quality program?  How can we make our paper/excel quality process more efficient?  How can we cut cost?  Easy to design Evaluations  Simple to perform Evaluations  Training takes less than a Day  Option to install on the Core Recorder  Out-of-the-box integration with NICE Recording eXpress  For Up-to 200 Agents  Increase Customer Satisfaction  Foster Loyalty and Reduce Churn  Increase Sales Opportunities  Improve Agent Retention Easily gain Insights into Agent Performance to Quickly Impact Customer Satisfaction 15