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In the call center and the back office, today's business processes are implemented using technology. eQuality Focus accurately describes how your technology is used throughout your organization and allows the identification and management of the key processes in your business. From workflow through a CRM tool to the interaction with the company knowledge base, eQuality Focus allows you to analyze and improve your business procedures.
Whether on a call, completing after-call activities or implementing back office processes, your employees are using software applications to deliver their tasks. By aligning your technology, your people and your business goals, eQuality Focus provides improvements in both quality and efficiency and delivers an identifiable Return on Investment within weeks of installation.
Recording and reviewing transactions can provide
valuable insight into the effectiveness of your area of the
organization and its impact on the customer experience. By
capturing sample transactions, you can assess the ease with
which your staff completes processes and the effectiveness
of your systems. In some situations, you might need to
record 100 percent of all transactions – say for fraud detection
or regulatory compliance – but often the key is to capture
representative samples using advanced triggering capabilities
that are critical to your organization.
The eQuality Focus software provides immediate benefits
for contact center supervisors, personnel and IT departments by:
- Measuring and comparing real-time desktop productivity
- Identifying agent/employee workflow patterns
- Triggering events, such as sending alerts or initiating recording based on a defined action
- Reinforcing policies for company IT usage. The solution can trigger targeted recording of interactions that address specific business needs, identify processes or applications that may require re-engineering, and offer insight that can lead to overall performance improvement.
| eQuality Focus enables you to: |
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Target areas
for improvement in the contact center, as well as in the
'back office |
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Develop integrated
quality metrics to improve your overall business productivity within your contact center and throughout your organization |
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Allow IT management to manage and control licensing costs |
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Understand business processes and workflows |
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Ensure IT infrastructure supporting agents / employees |
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Identify training requirements, impact of training |
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Provide detailed information on work units and key performance indicators
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Ensure IT, security and process policy compliance |
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