connect 13 - grow into your product

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Grow into your Product

Patrick HallCMO

Barry KnackDirector, Education

Overview

• Focus on new ways to use your current platform

• Improve efficiencies and effectiveness• Some new technology options to

consider• Service options

Start with the Basics

• What is AMC?

AMC

• AMC, in this case, is not– A fantastic cable channel featuring The Walking

Dead and Breaking Bad– A movie theater company– Air Mobility Command (for those of you who know

your Armed Forces acronyms)– A car company

AMC

• Annual Maintenance Contract• What does your AMC do for you at Uptivity?

– Access to Uptivity Support– Access to Uptivity Customer Portal– Access to FREE software version upgrades

• Yes, it does say FREE!– Seriously, we mean it!

On-Demand

• Included with every audio recording license– 117 Recording licenses = 117 On-Demand licenses

• Loaded on a Users desktop– Shows up in the tool tray

• Allows you to:– Start/stop audio and desktop recordings– Update call records as the call is taking place

• Permission based as needed

Content Library

• Do you have a full-blown LMS?– If so, let’s move on…– If not, then…

• The Content Library is a CMS– Simple process for uploading and assigning data to

groups of users– Flexible with content

Content Library

• Not SCORM or AICC compliant– Can see who has attempted to access data– Rig it?

• Reporting insight• Common uses

– Uploading user manuals– Memos

• Down with death by paper!

Quality Assurance

• Did you know– QAs do not have to be tied to audio recordings?

• Chat sessions• E-mail correspondence

– You have an integrated performance management tool?• Agent scorecards• Mid-year and annual performance reviews

Home Page Dashboards

• Who does not like dashboards?• Simple, easy-to-understand, colorful, and

free!

Ad Hoc Reporting

• Ever wanted to build your own reports? Correlate the data that you want to see?

• Well, now you can!• New in v5.2!

Ad Hoc Reporting

Audit Tools

• Audit trail reporting– Who did what, when, and from where!

• QA Dispute process– Who has questions, says you are flat out wrong, or

wholeheartedly agrees with your QAs?

• QA Calibration reporting– Who is in line? Who is out of line? Who’s line is it anyways?

Desktop Analytics

• Want more searchable metadata in the Call List?• Want to QA chat or email sessions your agents

have with customers?• Fusion might be just want you are looking for!– Dynamic screen scrapes– Uses the 15 user-defined fields in your system

WFM - Clarity

• Still managing schedules on a spreadsheet?• Want a seamless, unified application for WFO and WFM?• Clarity, um, clears it all up…

– Scheduling and forecasting– Managing time off– Flexible schedules– Real-time user activity monitoring

ProServices - QA Build-Out

• Need to freshen up your QA form? Change some questions? Scrap it and start over?

• Do not even have a QA form, or process?• We can help!• In three days onsite, we will walk out with you

having a new form in hand!

ProServices - QA Build Out

• Also includes– QA form training– QA process guidelines– Insight for creating a QSDD/QAS– Best practices for using cc: Discover for QA– QA reporting

• Okay, this one is not free, but we will talk!

ProServices – Calibration Processes

• Are you calibrated?– Most companies think so… But, can you prove it?

• We can help!• A step by step process to internal QA Calibration

– Best practices– Calculating SD and our own internal reports

• Either standalone, or better yet, pair it with a QA Build-Out

ProServices – Speech Analytics

• Do you agents know the “pulse” of calls better than you?

• Ever wanted to put ears on all of your calls?• Want to know when somebody is saying

something complimentary about your products or services?

ProServices - Speech Analytics

• Speech analytics ken help saalv yer praablimz– Phonetics-based– Fast and adaptable– Easy-to-use interface– Business intelligence

• Self-service or managed services options• Reduce the learning curve

Free Education Sessions

• Back to the “basics” – End-user– QA/coaching/reporting– Administration– Speech analytics

• All offered free of charge, every month, with paid AMC!– Great way to freshen up or get new hires up to speed!

Customer Portal

• Access to Uptivity Community– Manuals– Open/track/close support cases– Training videos– Answers and ideas– Events

• Up to five licenses per client– That is right, with paid AMC!

Questions

• What can we answer for you?