Presented By: Patrick Kelly, Business Systems Manager, EarthLink; Robert Proctor, Senior Customer Operations Manager, EarthLink; and Michael Hutchison, Vice President, Professional Services, Nexidia  

On Demand Date: October 2011 

Integrating customer interaction analytics into your quality monitoring process is like giving it an extreme makeover - the result is a brand new way to think about the process and use it to improve not only agent performance, but also customer satisfaction and overall business results.

Traditional quality monitoring dates back to the days of randomly selected calls, printed scorecards and agent evaluations that measured only the most basic of desired attributes. Even today, most software for managing this process does little more than replicate these old methods in a computer format.

It’s time to bring quality monitoring into the 21st century, with new and affordable technologies that turn it into a strategic and critical business process. In this webcast you will learn how the emerging methodologies of customer interaction analytics provide real performance management by:

• Analyzing agent activity across 100% of calls rather than just a few random samples
• Automatically identifying calls that represent key initiatives for coaching and performance improvement
• Making the most efficient use of supervisor time across the organization
• Aligning contact center initiatives more closely with corporate strategy

LIsten to this webcast to discover how EarthLink has transformed their entire quality monitoring approach through customer interaction analytics. You’ll learn the results they have achieved in both agent performance and increased customer satisfaction, with the latest techniques that are proven in the field. 

ABOUT THE PRESENTERS: 

Patrick Kelly, Manager Business Systems, EarthLink. In his 8-year tenure with EarthLink, Patrick has supervised the Tier 3 Escalation Group and Atlanta Quality team. As the Manager, Nexidia Application Strategy, he oversaw the implementation strategy of speech analytics with outsource partners, including assisting with the rebuilding of the Quality program to better utilize the application. Moving forward as Senior Manager of Business Systems, Patrick now handles the business strategy of the speech analytics application, both internally and with partner locations. He oversees all technical aspects of Nexidia, including installation, upgrades, data integrity and network access, as well as assisting with the current Quality program.

Robert Proctor, Senior Manager, Customer Support Operations, EarthLink. With 13 years in Customer Support with EarthLink, Robert has managed both inbound sales agents and regional sales training. He has served as Senior Manager of Customer Retention Performance as well as Senior Manager of Customer Support Satisfaction Performance. Currently the Senior Manager of Customer Support Operations, Robert is responsible for customer satisfaction, quality assurance and outbound collections for all EarthLink Customer Support.

Michael Hutchison, Vice President, Professional Services, Nexidia. As Vice President of Professional Services for Nexidia, Mike is a seasoned veteran with more than a decade of Contact Center Management experience in multiple outsourced environments. Mike works directly with some of today’s leading organizations, helping them to realize the far-reaching benefits of speech analytics. Previously, Mike directed 1000-plus person call center operations and managed worldwide workforce optimization for industry-leading outsourcer, Telvista. Mike holds a B.B.A. in Finance from the University of Texas at Arlington. 

Learn what it really takes to give YOUR quality organization its own extreme makeover.