Steve Graff

Steve Graff
Steve is a Multichannel Analytics and System integration expert specializing in call recording and related technologies such as ACD, VRU/ IVR, CTI, and AutoDialers. His in-depth experience with TDM, VoIP, SIP Trunks and all Active Recording interfaces will feature in his blogs.

OpenText WFO Video Series: Defining a Positive Customer Experience

WFO video series

To paraphrase that old adage about art: I may not know much about customer experience, but I know what I like. As professionals in the contact center business, we know a thing or two about customer experience because we live and breathe it every day. We would generally agree, I think, that customer experience is commonly described in terms of our customers’ personal opinions about their interactions. So the simple definition of a positive customer experience might include delivering a service that leaves customers with a feeling of having been heard, of having received satisfactory resolution of an issue, and of thinking that, yes, they just might recommend us to a few friends. But the full definition of a positive customer experience is much more nuanced because it must take into consideration both the customer and business sides of the equation – the employees and technology in place that actually enable the delivery of effective interactions, as well as voice of customer analysis and reporting that make it possible to gain insight into customer expectations. What defines a positive customer experience? is the first question asked of our 2017 Video Series speakers, and for his part Keith Dawson maintains that there are in fact two components to customer experience: What the customer perceives What impact it has on the business Listen to what Keith has to say about the importance of “tangible business benefit” in understanding what defines a positive customer experience. While you’re at it, hear how the other Video Series speakers define what they mean by a positive customer experience. You might find that your own definition of a positive customer experience is confirmed..…or perhaps tested and ultimately broadened. In all, our speakers answer eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive. So when you have a few moments be sure to hear how our panel of experts answered all of these questions: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? And continue the conversation by commenting on our blog posts with #CCTRImpact or by using the “Get in Touch with a WFO Expert” form on the Video Series pages.

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Happy Birthday to WFO Screen Capture

screen capture

A core component of every WFO platform is the ability to record an agent’s desktop and deliver a movie-like experience to help evaluate employee performance. Believe it or not, desktop screen capture functionality in OpenText™ Qfiniti Observe is about to turn 21 years old!  Our “baby” has grown up so quickly and now we get to have a party. Also, desktop screen capture gets a big birthday gift – desktop analytics with OpenText™ Qfiniti Optimize. Yes, a very “adult” function, but today’s screen capture is not yesterday’s voice and screen capture. In fact, screen analytics (often called desktop analytics) is for screen recording what speech analytics was to voice recording. This new development in desktop analytics is changing contact centers everywhere, so let me tell you why we’re celebrating here at OpenText. Expanded Search Remember the first time you used speech analytics and searched for a call by word or phrase?  Yes, Qfiniti Optimize is the same, but now imagine searching for calls by click or task: Show me all the calls where the agent used this feature of the knowledge base Show me all the calls that the agent bypassed the CRM privacy screen and didn’t read the disclosure Show me agents that are NOT doing a specific step to close a sale These are just a few of the ways that desktop monitoring is changing the face of quality monitoring and coaching. Expanded Measurement Today, screen capture functionality, just like a voice recording, only tells us the length of the interaction. Desktop analytics can tell you exactly how long a specific step within an interaction takes. How long is the greeting and authentication? How long does it take to setup a new customer? How long does it take the agent to research the problem? These tasks in the interaction can be analyzed with expanded measurement of specific steps made on the agent desktop. Never Seen Before Insights                                                                                                                             One of our customers told me that he once observed a new employee that never typed while on the phone. The coach played back a few calls and saw that this was consistent on all calls. In fact, he also noticed that this agent had lengthy after-call (wrap up) time. As he approached the employee during a coaching session, he saw that the agent manually wrote everything on a notepad and then used his wrap-up time to enter the notes and complete the transaction. He asked why he did it that way and the employee said, “Someone in training told me it was rude to type while the customer talked and I should write it all down and do it after the call.”  The leader was able to find the root cause of the issue and in just a few coaching sessions taught this employee (and the trainer) how multi-tasking can be done without being intrusive. Now imagine that same scenario for ALL agents. Desktop analytics is more than just understanding what can be seen during playback, but expands screen capture to identify the applications, steps and methods that your high- and low-performing agents take on each and every call. So happy birthday screen capture and welcome to adulthood. Qfiniti Observe, combined with the insights of the new version of Qfiniti Optimize are taking you into the next phase of your life.  Now let’s blow out the candles and have some cake!

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