Nexidia launches Quality Application

Nexidia has introduced Nexidia ESI—Quality, the newest component of the Enterprise Speech Intelligence (ESI) software suite.

With ESI—Quality, contact centres can now tap into 100 percent of recorded customer interactions and apply speech analytics to help measure and improve quality and agent performance.

Screen shot of the ESI-Quality Application

Quality monitoring in most contact centres is a manual process, relying on supervisors to review a small sample of calls for each agent, often as few as five per month. Such a random sample results in an incomplete view of performance, and does not provide clear signals about what specific customer issues or agent behaviour may actually need to be addressed. Some systems, such as those from the legacy call recording vendors, use metadata and word spotting to bring more calls into the review set. Because of their limited scalability, these methods still rely on filtering the data set down to a smaller number of calls which does not allow for timely analysis across the full activity in the contact centre. As such, these systems do not provide a way to measure agents’ performance across the full breadth of their customer interactions.

How it works

The process begins by defining Quality Initiatives in the Nexidia system. These are specific initiatives tied to performance objectives of the company, such as improving first call resolution (FCR) or reducing average handle time (AHT) for a certain category of call. Measurable performance goals are created to track these Quality Initiatives, with parameters set to show expectations of agent performance. ESI—Quality then automatically categorises and measures all calls for each agent, and presents the information in a clear Quality Portal report that shows agent performance against the expectations for each Quality Initiative.

John Willcutts

As an example, a Quality Initiative can be established to track how well agents are managing average handle time for billing-related calls. Within the Quality Portal, supervisors can see at a glance how well their team is doing as a whole, and how well each individual agent is performing on this initiative. With a single click, the supervisor can bring up every call in the system that relates to that specific initiative for any agent.

“Nexidia’s trademark has been our ability to provide scalable speech analytics solutions that extract relevant, business-oriented intelligence from customer interactions,” said John Willcutts, president and chief executive officer of Nexidia Inc. “With ESI—Quality, Nexidia is extending this intelligence down to the agent level, enabling contact centres to manage agent performance directly in line with corporate objectives. This heightens the strategic importance of quality management and its ability to improve the bottom line.”

13 Jan 2010

Filed under Call Centre News , Nexidia