© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Interaction Analytics

The Future of Performance

& Quality Management

Performance Management Challenges

Page 2 2013 Nexidia, Inc.

The Performance Management “Shift”

Page 3 2013 Nexidia, Inc.

Source: Callcentrehelper.com

Improve Agent Performance

Analytics-Driven Performance Management

How Are Agents

Interacting With

Customers?

How Are We

Performing Against

Key Initiatives?

Are We Adhering

To Proper Protocol

On Every Call?

What Best

Practices Can

We Elevate?

Surface

What’s

Important

Empower

Meaningful

Coaching

Improve

Agent

Performance

Monitor

Compliance

Customer Interaction Analytics Captures

Every Coaching Opportunity

& Aligns Coaching

To Strategic Objectives

CUSTOMER INTERACTION ANALYTICS DELIVERS THE CONTEXT

© 2013 Nexidia, Inc. Page 6

Multi-Channel Performance Management

Page 7 © 2012 Nexidia, Inc.

Offered Evaluated

Phone 99%

84%

38%

27%

92%

9%

21%

49% Email

Twitter/Facebook

Chat

P&Q campaign 2013

© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Interaction Analytics

in action

Agent Scorecard

© 2013 Nexidia, Inc.. Page 9

‘Relevant coaching is

vital for affecting

performance improvement’

‘Reducing the delta between best and worst performers is probably the single most effective strategy for improving ROI on human capital which costs 70% of most contact centre budgets’

Drill into Interactions for Targeted Coaching

© 2013 Nexidia, Inc. Page 10

‘Full automation of output so we can concentrate on coaching and

spending time with people’

Calibration Process

Page 11 2013 Nexidia, Inc.

‘A fair tool to evaluate individual performance and coaching requirements’

Empowerment and self assessment

Page 12

2013 Nexidia, Inc.

‘

‘Ability to let the agents review their calls

on a daily basis’

‘Greater staff empowerment enabling

them to own the customer experience rather than have it dictated to them through

KPI’s’

© 2012 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Thank you