6 ways to improve quality monitoring & performance management

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Martin Hill-Wilson

Explore what next generation performance and quality management looks like when interaction analytics is used

Business Technologie

I m p r ov i n g
Quality
Monitoring
&
Pe r f o r m a n c e
Management

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

The Challenge

WHY?
Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#1

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Expensive Performance
Manual Changes Situations
Process Missed Remain
Unaffected

Non
Weak
Low Behavioural
Proof
Sample Scoring
Points
Size

“Unfair!” Low
Low Behavioural
Credibility Impact
Evidence Non
Specific
Coaching
Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

What restricts your current
approach?

• Time to find suitable calls
• Changes go unnoticed
• “Not Fair” reaction
• Enough time to coach
• Outcome based coaching

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Using Interaction Analytics

VOC
Voice
Of
Failure
The Customer
Demand

Performance
Management

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#2
Effective Coaching
Is About Focussing
On The Detail Of Micro Behaviours

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#3
Focus On
High Yield Behaviours

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#4
Re-invent the way
resources are used to improve
Quality Monitoring & Performance Mgt

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

MAKING IT

HAPPEN
2
1 Deep
Discover Dive 3
Debate

Performance Improvement Workflow

6 4
Embed 5 Action
Track

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#5

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Which step in the Performance
Cycle matter most to you?

• Discover
• Deep dive
• Debate
• Action
• Track & Embed

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Closed Loop Management
Customer Service
Team Leaders
Leaders

QA
WFM Team
Planners

Legal
Training

VOC HR

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

Tip#6

Ways To Improve Quality Monitoring & Performance Management
© Brainfood Consulting Ltd 2012

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6 ways to improve quality monitoring & performance management

1. I m p r ov i n g Quality Monitoring & Pe r f o r m a n c e Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

4. Expensive Performance Manual Changes Situations Process Missed Remain Unaffected Non Weak Low Behavioural Proof Sample Scoring Points Size “Unfair!” Low Low Behavioural Credibility Impact Evidence Non Specific Coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

5. What restricts your current approach? • Time to find suitable calls • Changes go unnoticed • “Not Fair” reaction • Enough time to coach • Outcome based coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

6. Using Interaction Analytics VOC Voice Of Failure The Customer Demand Performance Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

7. Tip#2 Effective Coaching Is About Focussing On The Detail Of Micro Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

8. Tip#3 Focus On High Yield Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

9. Tip#4 Re-invent the way resources are used to improve Quality Monitoring & Performance Mgt Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

10. MAKING IT HAPPEN 2 1 Deep Discover Dive 3 Debate Performance Improvement Workflow 6 4 Embed 5 Action Track Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

12. Which step in the Performance Cycle matter most to you? • Discover • Deep dive • Debate • Action • Track & Embed Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

13. Closed Loop Management Customer Service Team Leaders Leaders QA WFM Team Planners Legal Training VOC HR Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

6 ways to improve quality monitoring & performance management

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