Make Your Contact Center Smarter: Best Practices Brian Spencer, President

Contact Center Definition Contact centers are a combination of people, process and technology organized to achieve a specific mission through communications

Strategic Makeup The type of contact center defines its goals These goals dictate the critical processes People are selected and trained to perform critical processes Technology is used to enable/improve critical processes or drive meaningful efficiency

Need Drivers & Processes Profit Center A profit center directly contributes revenue and profits to the company Cost Center A cost center does not contribute revenue, at least not directly, to the company Need drivers by type of call center Drive revenue growth Develop processes to scale with demand Maintain or improve operating margins Verify applicable regulatory compliance Control costs Develop processes to reduce or deflect demand Maintain a defined level of customer satisfaction Critical Processes Compliance Agent training & development Best practices identification Agent training & development Escalation / dispute handling Satisfaction measuring

Value Equation Reactive Proactive Impact on Success Compliance Call scripting Best practices identification Training & Development Compliance It’s reactive – only used when audited Low value – used to meet external standard, not business driver Call Scripting Somewhat reactive – develop once and change when necessary Modest value – consistency is critical, but a call script process is only the beginning Best practices identification Moderately proactive – need to seek them out High value – knowing what drives business results provides control Training & development Very proactive – takes consistent work to develop talent Highest value – builds consistent use of best practices for maximum results

Voice Documentation Address critical processes across spectrum 1.At minimum one gains compliance and protection 2.Use as reaction to exceptions to identify best practices 3.Be active and constantly develop people and process Continuous Improvement Manage by Exception Protection

Recording for Compliance Compliance Requirements Revenue protection Avoidance of penalties and fees Avoidance of bad press Reliability Efficiency of data retrieval Value of Compliance Solution Drivers Security Authenticity verification FTC Telemarketing Sales Rule FTC Telephone Order Merchandise Rule Various SEC and FINRA regulations

Case Study Deployed Voice Documentation for liability management Protect revenue through fast retrieval of recordings to verify sales and retain customers Use authenticity verification to admit voice documents as evidence, protecting assets “If a customer complains about service they received, we’re able to play the call back for them. It eliminates the need for he said/she said situations and is very effective.” Jorgia McAfee, VP Operations, CPSS

Recording for Best Practices Best Practice Identification Process Increase revenue by sharing good sales technique Increase revenue by reducing bad practices Control cost by reducing wasteful practices On demand accessibility Live or historical monitoring Value of Best Practices Identification Solution Drivers Ability to share examples with team Reactively monitor agents who produce exceptionally good or bad results Reactively monitor teams producing exceptional results

Case Study Began with compliance requirements for transaction verification Moved up the value ladder by developing a training process around best practices Overall performance soared with sales increasing over 35% “We use the calls every night in our sales meeting as a training tool, playing back the calls of the day… We’ve increased our business flow and reduced headcount.” Thomas Reamer, Director IT, IMS

Establish performance standards and metrics for critical processes Systematically evaluate performance Base training, promotions and changes on performance reports Recording for Development Personnel Development Process Increase revenue through improved performance Control training costs by focusing on those demonstrating ability Control personnel costs by reducing non-performers Recordings linked to evaluations Value of Personnel Development Solution Drivers Reporting on evaluations Graphs for easy analysis

Case Study Perform outsourced marketing and sales services Implemented rigorous training and development processes to improve their product Share voice documents with customers and prospects to demonstrate their competitive advantage "It's actually given us a competitive advantage we never initially expected. We can drop our customers and prospects a CD to demonstrate quality assurance just like that, and all the information is there, including the calls themselves." Mary Dedrick, COO, Performark

Making the Center Smarter At the individual level a contact center peaks at its smartest single agent –The person that tough customers ask for by name Top organizations surpass this ceiling by networking knowledge, creating a cumulative effect –“that’s a great question, let me consult our knowledge base and see what our experts say…” This is easy in non-real-time interactions where the agent can take time to research 14 How does this apply in a real-time contact center?

Knowledge Networking 15 Recount need via or call Record original entire call and share Share segment of original voice document Inefficient Efficient Imprecise Precise

Why Voice Documentation? Voice Documentation is more than recording Authentic copy of original call Markup tools to highlight key points Annotation tools to append call with notes Segmented sharing for efficient collaboration 16

The Effect on the Center Voice Documentation facilitates an efficient, precise transition from a real-time contact to a non-real-time contact Not all contacts can be resolved in real-time Voice Documentation is the most efficient and accurate means to transition into non-real-time The result is knowledge networking with the best equipped person Includes complete audit trail with full annotations 17

Voice Documentation – Enabling Best Practices Compliance and protection through reliable recording, efficient retrieval and authenticity verification Best practices identification through reactive monitoring of live calls and recordings along with sharing Personnel development through consistent processes linking individual calls to performance trends, gaps and training initiatives Efficient knowledge networking, making the contact center smarter As a solution, Voice Documentation can address all levels of the value equation in a profit center

Questions? 19