Verint Best Practices – Using Virtual Evaluations

Transcript

Matthew: Welcome everyone, my name is Matthew Storm, I’m joined by joined by Amanda Haney today, and Eric Masson. So welcome guys, we have a great topic today that is extremely pertinent and we're just going to use our 20 minutes wisely today, and just jump right in it. As we go along, just as a quick reminder feel free to use the chat or the Q&A box within Webex and we'll take your questions as we go along. So without further ado, let's get started. Virtual evaluations is a topic that Amanda and I we've actually been talking about for quite some time because you know in the context center as we shift away from a lot of non-phone interactions and we think about QA and QM, and coaching you know there's a lot more to it than what we would think. In fact as we as we go along what I’ve seen is that the statistics are showing that as phone is kind of slowly creeping down it's not non-existent like everyone you know envisioned at one point. But you know all these other touch points and then all of the back office tax tasks and all the other coaching opportunities that are available to us are a perfect opportunity not to just do it in a conference room or on a notepad or just standing in someone's desk, but actually standing at someone's desk, but to document it, make sure that you track it maybe even check progress and make you make sure that you can see that progress over time. Another interesting thing to kind of set up our conversation today is I was doing some research for this webinar and I found this quote from a Harvard business review article, and it was talking about why leaders need more professional coaching, and they were talking about because you know many people I’m a leader now well I’m done I’m done learning nobody needs to coach me anymore I know everything I need to know, but that's not really true. So one of the things we're going to be talking about today to just kind of tee up Amanda a little bit is about not just all the other non-phone interactions that can be coached, but how this can be used to kind of move away from this command and control leadership, and then adapt into something that is much more connecting with the employees and with leadership and it benefits both sides. So without further ado I’m going to introduce Amanda and she's going to take us through our topic today. So Amanda over to you.

Amanda: Thank you Matt. So I know that most of us on this color I’m hoping most of us are familiar with traditional quality evaluations for calls. You listen to a call, you use a form, you evaluate the call. Virtual evaluations work almost identical to the regular evaluations that most of us think of when we think of quality evaluations. The only difference is that a virtual evaluation is not tied to a call. So think of the possibility of what you could evaluate if it's not a call. So as Matt spoke earlier, back office work, emails, chats, face-to-face customer interactions even coaching sessions done by your leader. So virtual evaluations are literally endless possibilities to provide coaching feedback and support on a topic. So we already talked about like what they are. So let's talk about some of the uses for virtual evaluations. We've talked about emails, face-to-face customer interactions, either in a store or physical branch or location texting back office really any type of non-folk phone work can be evaluated. So one of the most underutilized aspects or uses of a virtual evaluation is using them to coach and evaluate leaders and our coaches. I don't know about many of you guys but I started out on the contact center as a supervisor, and I felt as a supervisor I was expected to put on that coach hat 90% of my time but yet I really didn't get a lot of coaching and feedback to help me do my role, it was just hope you're a supervisor you're a leader you should go out and be able to just coach coach coach. So there wasn't that positive reinforcement that coaching that feedback that a lot of new users and new leaders need. So with a virtual evaluation, we're going to pretend that Eric is our COO, Matt is his supervisor. So Matt reports to Eric and I’m the agent. Well Matt is gonna give me some constructive feedback on my coaching, maybe I had a great call maybe it probably wasn't the best call especially if it was a collections call. I wanted to pay the bills for the person that's just my that's how I work . So it wasn't a great call. So Matt's gonna give me feedback and Eric is his leader, Eric's gonna sit in on that feedback session and he's going to evaluate the coach using a virtual evaluation. So he can quickly go into Verint, bring up the virtual evaluation form which function functions exactly as do all of your other quality assessments and evaluations, and he fills that out on Matt giving him feedback for that coaching session. Think of what that does it, holds Matt accountable to coaching it fosters a relationship between Eric and Matt as the leader and leadee, and it shows Amanda that regardless of how high up in the chain or how low in the chain I am as an agent, I have the Erics in there wanting me to succeed and giving feedback to kind of reinforce that and push that. So there are many many many many benefits of virtual evaluations and some of my favorite ones are that there's a paper trail and Verint of the feedback being delivered. So if I say Eric two months down the road he has to pull a report on Matt because Matt is just missing this one leadership principle, and Matt's like well you never told me about that. Eric can go into the system and quickly easily efficiently pull a very quick report to say hey Matt we talked about it here here here and here, look at all the different dates, we've talked about it what else can we do to make the shift in your behavior to yield the results we're looking for. In addition to just pulling an ad hoc report, all of the canned reports that many of us are familiar with for the virtual interactions, they're available. So every report that you would pull for a regular evaluation or an assessment in Verint, they are a hundred percent available to use when you're using virtual evaluations. The other thing that I love is again coaches are getting actionable feedback, which we've already discussed is unfortunately not the typical cadence that our leaders get the feedback and so we're able to give them that using these virtual evaluations. Many of you guys are probably asking ooh virtual evaluation, I don't need to oh that's it sounds like a lot of work how do I build that, the good news is it's built in form designer exactly the same as all of your other quality assessments and evaluations are created. Built in the same exact way, and you can use that easily and quickly and Verint. So what I want to do is I want to show you guys just a very quick virtual evaluation example, so that I’m going to evaluate a non-call interaction just so you guys can see and kind of start thinking of how that could work for you. 

Matthew: So Amanda while you're pulling that up I’ll just remind everyone to use the chat or Q&A for questions, we did our first question. So as you're pulling this up, they are asking I’m assuming that this will show up in performance management as well on the on a dashboard.

Amanda: It absolutely could depending what your KPIs are and how you have those linked absolutely. Great question. Yeah.

Matthew: I’m gonna make you the presenter now here we go and you should be good to go Amanda.

Amanda: Awesome thank you Matt. Alright. So we have the virtual evaluation landing page set up, and again I’m in the admin role this is one of our demos. So from here I just went to interactions evaluate and evaluate, and you guys can see I get to here select my employee. So I’m going to select Abed I can define the start and the end time of that engagement or of that coaching or the time that the email was sent or the time that the call and or the chat ended. So this will be great for you guys to mark the start and the end of those different types of sessions. If I come all the way over here I can click more options, and any type of custom data or different fields that you have appended to your calls could be down here. So if there is a specific customer number that you guys dial or anything that could be configured to this virtual evaluation that would help you identify it, you can add that information. Qhen all of that's defined you simply click go, and voila. I do have the sample virtual evaluation set as my default form which is why that appeared first, and hopefully you guys are like this looks really familiar. Because it should. The only difference between this and search search is that there's no call appended to it. So up here we would normally see the wave file of the call with the duration any speech tags that we had, and then over here we would see transcription if we have it and or screen recording and then any CTI tags we don't have those because remember this is not a call that we're evaluating. We're simply evaluating the asset the interaction between Matt and Eric. So and this is again this is just a simple dummy form that we created but just to kind of get your juices flowing on how you could configure a form. 

Matthew: Sorry to interrupt we had a question. So are you using an assessment form for this?

Amanda: This is actually an evaluation form but you would be able to use either or.

Matthew: Okay, great.

Amanda: Yeah you can configure that how you want. I prefer evaluations because if we're doing coaching for them assessments are typically used for calibrations like that's the main driver of a calibration is the assessment form like that's what they're most often tied to. So I prefer to use evaluations for these, just because it's easier and it keeps a true score going and running for that user that's being evaluated.

Matthew: Great.

Amanda: Great question. So like we said, we're in an office I’m the agent Matt and Eric are you know giving me feedback. So it's gonna be a face to face, it is a performance coaching session because I didn't do very well on a call. So this would be Eric telling Matt feedback, like great job fostering open communication. Maybe that's one of Matt's strengths, he's really good at like dropping the hidden agenda vibe and just really good at making his agents feel very open to talking about their shortcomings or opportunities. So Eric thought Matt nailed it out of the park. So we're gonna click exceeds and the next steps I’ll observe another feedback session down the road. So just like a regular evaluation I would click submit and then my evaluation is submitted and once your reporting engine's run that report will now be available as part of a data field and your reports. So you can pull any of those normal quality reports that you pull to get information and now this one will be included in it for it for Abed. So let's start a new evaluation, we'll just pick on Abed if we can since we like him so much. So that virtual evaluation is going to pop right up but say he was doing some type of back office work, maybe it's a chat maybe it's a text, maybe it's an email we could use a virtual evaluation like we have here CCD test one and we could say he's doing an email did he use the proper greeting. No we actually had a canned response that he was supposed to use and he didn't. Was the compliance statement given? you know what he did that really really well and then we can give him a summary at the bottom. So that's an example for a virtual evaluation, how you can use one for a face-to-face coaching session or even some back-office type work that's not captured and recorded within the solution.

Matthew: And you know if if you missed the instructional text webinar, wow what a great way to also digitally document what back office supervisors and back office employees or alternative interaction channels. All of those again a great place so that you know it doesn't have to be well whenever you do this task in the back office you always need to do this. Well it's documented you know put it in there. So I if you need copies of those I’m going to be sharing some more details on that later but you might check out that webinar if you missed the first one.

Amanda: Yeah Matt thank you. It all ties together and I think this is I’m very very passionate about the virtual evaluations because again as a leader, I didn't get a lot of feedback on how to coach and how to improve my coaching, and how to up my coaching game. So I think any time that we can take a step back and really focus on our leaders, because they should be emulating the different responsibilities and traits that we want our agents to inherit. The more feedback that we can give to them and the more actionable and also the more that a leader leader like Eric can say hey Matt we've talked about this here here and here you're doing a really good job on this, but again we've really got to focus on this piece. The more feedback and guidance that we can give to our leaders especially with today's age and how we're mostly working remote, it's just going to be an even bigger benefit for the entire company. So I am very pro virtual evaluations and love them for all back office work but especially coaching leaders.

Matthew: Right anything else you'd like to show Amanda and before we get to some questions because we've got quite a few. 

Amanda: No, bring on the questions.

Matthew: Alright, alright. Here they come. Rapid-fire. Does this include DPA in order to evaluate off phone work like back office work. So you could use AQM for a non-phone call? 

Amanda: So you could use AQM or are we talking about virtual evaluations? Just to make sure.

Matthew: I think the question is about using DPA to evaluate a non-phone interaction just like the way the speech transcription is answering the AQM.

Amanda: That's a really interesting question we haven't really tried with that as of yet, but that would definitely be something that we could try and test in our labs to see how A what's the undertaking to set up something like that and then be what kind of results do we yield how those two could kind of work together. So stay tuned for that one I think that's a great question that's a great next step.

Matthew: The next question is does that mean a supervisor or a back office employee would require a Verint license. So what how does this impact licensing. 

Amanda: So absolutely. So whoever's being evaluated needs a license and then whoever's doing the evaluation needs a license. So yes to all of that licenses are needed.

Matthew: Okay gotcha. Of you have any other questions again put them in the chat here where you know we're just going to kind of fill them as we go along. What is the most common interaction type that you've seen non-phone that's evaluated using this method. 

Amanda: So I’ve seen a lot with chats and a lot with emails, a lot with emails.

Matthew: Okay gotcha, all right. I’m going to take back control here let me just take back control and just I want to share a couple other quick things about this topic before we wrap up today. Let me just put that screen back on here. Last to just kind of wrap things up today, as I typically do on these webinars if you're not familiar who Group Elite is we are a Verint global strategic partner, we do implementations and upgrades and training and consulting engagements around the Verint platform. We've done hundreds of these you know all around the world, whether it be a new implementation like maybe you're just getting started with Verint QM and just you know I need some additional help upgrades maybe specific projects, maybe i'd like to kick off a virtual evaluation program I'd like some more advice or best practices on-demand things even some staff augmentation whenever you might have QM people or WFM people that are unavailable. Just also keep in mind that just like this virtual evaluation many times the engagements that we interact with are very focused, like my company wants to tackle first call resolution or we want to tackle net promoter scores, and you know a feature like virtual evaluations is a great way to do that to look for trends where people are changing the channel I’ve heard you know, I’ve I’ve emailed you, then I’ve called you, and I sent you a message on socia,l you know about the same issue things like that. So all of these types of engagements this is something that Group Elite does with clients. So if it's something you're interested in discussing more, reach out to Eric whenever he sends you the link for today's session a little bit more about the recording. Also we I want to encourage you to stay connected with Group Elite on linkedin, the best way to do that is if you go to LinkedIn search for Group Elite. You'll see our little G logo there, follow us you know click and follow us there on LinkedIn, you'll see posts just like what we posted recently where all of the webinars that we're doing are actually there on demand in a library. In addition to some of the other engagements that we talked about, you know what are some case studies of how someone fixed FCR, have they improved net promoter score, or how they tackled compliance. All of those stories and the videos and everything are all out there on our webpage, just go click on that this was a post from recent you might be able to see that post whenever you follow us on LinkedIn. Just you can check out the library, or if you go to Group Elite.com just click on resources, and then you can choose all articles and you can see all the videos and whitepapers and things that we have published. Last but not least, if you have questions for us or maybe you just have a suggestion about another topic. Like wow I wish you would do a whole another session on this particular topic, you know just reach out to us email us at infogroupelite.com and we'll get that over to Amanda and Eric and the rest of the team and we'll find out if that's one that we can incorporate into our series. So without further ado, Amanda, Eric any final notes before we before we wrap up today?

Amanda: Thank you for your time everyone, looking forward to some good ideas for some upcoming sessions.

Matthew: Great. 

Eric: I am waiting for your emails.

Matthew: Thank you Eric, appreciate it. And everyone have a great day and we'll catch you next time on our next webinar, thank you.