1. “2014 Benchmark Survey Results” 2015 Quality Management Best Practice Series Friday, March 27, 2015

2. Please use the Q&A box on the right-hand side to submit your question www.niceusergroup.org

3. NICE USER GROUP

4. 4 About the NUG Community

5. 5 Seek and Find Promotion Update your profile and answer the newly-added questions about your installation Go to your dashboard Click “edit profile” During the month of April, $25 Target gift cards will be awarded weekly at random to members with updated profiles. The new questions are searchable in the member search database. Use it to collaborate with your peers. www.niceusergroup.org

6. 6 Join us at Interactions 2015 in San Antonio MAIN CONFERENCE: TUESDAY, JUNE 2 – WEDNESDAY, JUNE 3 POST-CONFERENCE SESSIONS: THURSDAY, JUNE 4

7. 7 Interactions 2015Interactions 2015, NICE’s annual global customer conference held in cooperation with the NICE User Group (NUG) community, will bring together more than 2,000 customers and industry leaders to network, share best practices and learn about exciting new solutions.

8. Interactions 2015 Highlights 8  About 2,000 attendees  100+ breakout sessions  16 tracks  Solutions Showcase with dozens of booths showcasing the latest technologies and partner vendors  Exciting networking activities with peers and members of the NICE User Group

9. 9 Conference at a Glance

10. Other Great Information

11. Another great Customer Success Story! QM Best Practice 2015 Webinar Series 11 April 24, 2015 May 29, 2015 June 26, 2015 www.niceusergroup.org Let us know what you want to see! BREAK FOR INTERACTIONS Customer Success Stories in Quality Management Western Union discusses having big impacts on their Quality process through operationalizing NICE QM solutions

12. 12 Quality Management Health Check Actionable Data, Insights and Processes Business impact and user adoption review to ensure the optimal functioning and ongoing success of your Quality Program.. Solution Expertise, Specializing in: Elevating the value of Quality Evaluation Management Program Efficiencies Maturity Model and Gap Analysis Industry and Vertical Proven Practices For additional information contact LeAnn.Torralbes@nice.comLeAnn.Torralbes@nice.com

13. 13 What is the NICEtech Library ? A convenient, online portal on ExtraNICE that contains critical information for your IT personnel to use in setting up and maintaining your NICE Interaction Management site, in ONE location. Why should you use the NICEtech Library for NICE Interaction Management? Take action on your own for basic maintenance and administration tasks Find needed information quickly in a single intuitive location Search the full library for free-text terms using the native help search functionality Streamline your maintenance activities, so you can enjoy easier and more effective system administration! Link to the library here!here

14. And now….. ONTO THE RESULTS!

15. Survey Background Survey Dates: October – November 2014 113 Respondents 1 VP 7 Directors 38 Managers 45 Analysts Size of Organizations: 87% serve more than 1 call center 42% serve more than 5 call centers ********************************************* 46% support fewer than 500 agents 36% support more than 1000 agents

16. What types of evaluations are being conducted? Interesting points: All respondents indicated that they evaluate inbound voice contacts Less than half evaluate Email transactions through a formal QA process Monitoring of back office processes is small but growing

17. Who conducts the evaluation? Interesting points: 83% of those polled have a separate team who conduct evaluations 50% of those who have QA doing Evaluations also require Supervisors to do evaluations 15% do not have a Quality Team

18. Who conducts the coaching on evaluations? Interesting points: Supervisors own coaching 22% of the respondents have both QA Team and Supervisors coaching Only 4% indicate that only QA Teams coach evaluations

19. Scoring Practices Interesting points: For most, the QA Score continues to be a percentage calculation A “No Score” form was a trend; now only a small percentage of respondents indicate leveraging this methodology Increasing trend in using a rating system

20. What are the primary challenges facing your QA program? Interesting points: Manual Processes and Lack of Resources plague 40% of the respondents Buy in from operations leadership is viewed as challenging for 36% 45% are still conducting only random call monitoring; 21% are targeting a business initiative; 14% indicated doing both

21. Innovation

22. Additional information What additional information will be available in the report? Time studies NICE Application Use QM Workflows How QM Influences Would you like there to be a Part 2 of this session covering these topics? Please vote now and we can plan for the session When and where will the full report be available? We are preparing the final report in time for distribution at Interactions2015. Those that participated in the survey will receive a copy once complete Interested in getting a copy? Please email charlene.gillam@nice.com to put your name on the listcharlene.gillam@nice.com

23. Charlene Gillam – Product Manager – charlene.gillam@nice.comcharlene.gillam@nice.com Contact the presenter for information on anything discussed in today’s session: