Fast Track Your Contact Center Quality Assurance Program with the Cloud
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- Madeleine Henderson
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1 Fast Track Your Contact Center Quality Assurance Program with the Cloud The six ways the cloud improves operational efficiencies and boosts customer experience
2 Table of Contents The state of quality management 3 Why the cloud? 4 The six reasons you should move your quality management to the cloud 5 #1 Constant Innovation 6 #2 Security 7 #3 Reliability 8 #4 Cost Savings 9 #5 Scalability 10 #6 Ease of Use 11 What s Next? 12 2
3 THE STATE OF QUALITY MANAGEMENT Your contact center s quality assurance program isn t a box to be checked, it s a mandate. No contact center can survive for long without it, and a robust quality monitoring process is fundamental to delivering a great customer experience. Quality assurance plays a substantial role in boosting the customer experience and identifying strengths, weaknesses and inconsistencies in interactions and processes. It drives key contact center metrics such as first contact resolution, average handle time, customer satisfaction and sales effectiveness. Yet developing a more comprehensive understanding of quality in the contact center requires advanced tools and capabilities, and that technology is constantly changing. While applying the latest contact center quality assurance technology can automate the quality process end to end, organizations that are unable to keep up are at a disadvantage. Capital expenses and the modern operational model have placed traditional quality management solutions out of reach of many contact centers with less complex environments, and few other cost-effective options remain. Instead, many have used spreadsheets to support their quality management processes. For years, bridging the gap between current quality management solutions and the day-to-day realities of most contact centers has been nearly impossible. Now, cloud technology provides a solution with a beneficial pricing model and unique advantages for the evolving quality assurance requirements in the contact center environment. 3
4 WHY THE CLOUD? To use the cloud, your system connects to remote servers that are large enough to run applications, store data and manage organizational processes quickly. These servers are available on demand, anytime, anywhere. Many modern software applications are based in the cloud, including top-of-theline quality management solutions offered through a software-as-a-service model (SaaS). The cloud also offers financial, operational and organizational benefits. Whether it s the photo backup on your smartphone or your company s remote server, you likely interact with the cloud daily. Experts estimate that the global public cloud market will top $146 billion in 2017, up from $87 billion in Sixty-one percent of contact centers have already shifted some or all of their operations to the cloud. 2 Contact centers serving financial services, third-party outsourcing and retail have led the way, but many industries are following closely behind. The cloud offers benefits that are of particular interest to contact centers working with smaller budgets and more agile workforces: constant innovation, security, reliability, cost savings, scalability and ease of use. It s the ideal environment for a quality management evolution. 1 6 Trends That Will Shape Cloud Computing in Clint Boulton. CIO The Cloud-Based Contact Center. Saddletree Research
5 THE SIX REASONS YOU SHOULD MOVE YOUR QUALITY MANAGEMENT TO THE CLOUD 5
6 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #1 CONSTANT INNOVATION Continuous improvements optimize quality assurance efficiency and employee engagement. Until the arrival of cloud computing, many organizations with quality processes that are not complex and work on a smaller scale were unable to access the latest developments in quality management. Now, the cloud: Eliminates agent downtime and productivity lost during software upgrades. Does not require the traditional deployment process, which is lengthy and disruptive. Gives organizations access to the latest updates and capabilities the moment they enter the market. For contact centers that do not have a large IT staff, this can be key to implementing new industry trends with little effort. Cloud solutions are always connected, so they can constantly change and refresh. Contact centers using cloud-based quality management solutions receive ongoing updates for all users on a regular basis. This continuous delivery of new features eliminates wait times for the latest innovations. Gone are the long delays for scheduled software updates that can put a contact center further behind new industry standards. Instead, new features are available for immediate use as soon as they are developed and deployed by the service provider. This top-of-the-line technology is already used by many of the biggest players in the world of contact centers, but it is now accessible to the entire industry. Industry demands are rapidly changing and in response, updates and new technologies for quality management solutions are rolled out frequently. To deliver better customer service in a competitive environment, contact centers must take advantage of new quality management capabilities. 6
7 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #2 SECURITY The cloud provides top-quality, effortless data security. Security is always a priority in the contact center. Quality management processes are often subject to myriad industry rules, government regulations and labor laws, and many contact centers handle sensitive information. Protecting quality data means protecting your business and customers, and many organizations are now diverting significant resources to ensure security. A few well-publicized breaches have raised questions about cloud security for many users. While there is always risk, today s cloud solutions are increasingly safe. In fact, cloud computing data centers are often more secure than in-office storage. A company like Amazon Web Services, the largest provider of cloud computing services, has more than 1,800 security controls to prevent corrupted, lost or stolen data. 3 Data centers also typically hire the best information security experts available, as protecting customer data is key to their survival as businesses. Security protocols can also require complex, customized solutions and regular updates to ensure adherence to security compliance standards. Complying with PCI, HIPAA and other regulations can be resource-intensive and costly to maintain internally. An organization that does not have the resources, expertise or infrastructure to support these advanced security processes may be exposed to hackers and other fraudulent activity. They are also less focused or core business activities that affect customer experience and other key metrics. With experts monitoring the cloud 24/7, contact centers can get back to focusing on quality and performance, not data security. 3 Can We Trust Cloud Providers to Keep Our Data Safe? BBC News
8 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #3 RELIABILITY Reliable, continuous access ensures quality monitoring across the board. Ongoing quality monitoring is key to identifying coaching opportunities and best practices in the contact center, and evaluators and managers need constant and ongoing insights into agent performance. Migrating your quality management to the cloud ensures that you and your team can access accurate, timely data when and where it s needed. Cloud-based tools feed into dashboards and reports to ensure that managers can monitor their employees at all times. Quality managers must also ensure that their data is consistently available. In many call centers, reviews and evaluations must be conducted within a prescribed time frame. For example, some labor regulations require agent assessments to be conducted within 24 hours of the call, and managers must relay feedback on calls to these employees within a specific timeline. Even in the absence of official rules, it s best practice to give immediate feedback about a call. To maintain this schedule, managers must be sure that their quality management solution is consistent and accessible at all times. The cloud also protects users from data loss. When data is stored on the cloud, it is safely backed up and ready to be accessed from anywhere. The remote data centers that house cloud servers are also staffed by experts who ensure 24/7 operability. They prioritize maintenance and reliability to ensure that data and tools are always at the ready. The cloud offers high standards of fault tolerance that can only be matched by on-premise solutions if they are supported by large investments in additional hardware, software and resources. This level of investment is not always economically possible, and it is contributing to the increasing number of organizations moving to the cloud. 8
9 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #4 COST SAVINGS Cost-efficient cloud design makes quality management accessible to all. The pricing model for traditional, on-premise quality management solutions is incompatible with the reality for many small or mid-sized contact centers. These organizations are not able to make a large, up-front capital investment in a new on-premise quality management solution. Moreover, many cannot maintain additional on-site staff to support their technology needs. But organizations that want to deliver a consistent, high level of customer satisfaction and overall efficiency cannot skimp on quality assurance in the contact center. Now the cloud is enabling a new cost model that allows organizations to maintain high standards of quality without the prohibitive financial requirements of the past. Cloud solutions are inexpensive to deploy and implement because the infrastructure and application are already in place. These options also allow for a pay-per-use model, which transforms a capital expenditure into an operating expense. Benefits are visible across quality management operations: Using cloud technology saves money on IT support services and staffing. The cloud facilitates remote work and multi-location operations, allowing many organizations to save on real estate and overhead expenses. The cloud s scalability limits waste associated with unused equipment and software. The cost of ownership associated with cloudbased quality management solutions is much lower overall than the costs associated with on-premise options. Organizations that need to work within the confines of their workforces and budgets will find a welcome reprieve and a greater ROI in the cloud. 9
10 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #5 SCALABILITY Quality processes in the cloud easily adapt to staffing fluctuations. Nearly all contact centers experience change, whether it be overall business growth, seasonal downscaling or an increased need for evaluations during a review period. Change often increases demands on agents, back office staff, managers and the IT system itself -- including a contact center s quality management solution. In a less complex organization, changes can be particularly disruptive or difficult to accommodate. Just as managers must be prepared to schedule staff during busy periods, quality solutions must continue to work regardless of changing demands. On-premise quality management solutions, which have a set amount of processing power, are inflexible and may not be the right fit for a contact center s quality management needs at all times. During slow periods, some of that computing capacity will sit idle. These failures can lead to unnecessary expenses and lost revenue. While the processing capacity of on-premise solutions is preset and finite, scalability is one of the cloud s greatest strengths. This flexibility first caught the attention of many third-party outsourcers with variable traffic, but scalability appeals to contact centers of all shapes and sizes. Today, 54.7 percent of contact center leaders name scalability as one of the main factors driving cloud adoption. 4 Cloud-based solutions grant access to virtually unlimited processing power when demand surges, but capacity scales down when usage drops. Under a pay-per-use pricing model, users can optimize their ROI by paying for the technology they use -- and nothing more. Scaling is easy, effortless and cost-efficient in the cloud, and it s a nobrainer for organizations that value scalability. 4 The Cloud-Based Contact Center. Saddletree Research
11 Constant Innovation Security Reliability Cost Savings Scalability Ease of Use #6 EASE OF USE Deploying cloud-based quality solutions requires minimal set up and training. The value-add of intuitive software is no longer up for debate: Studies have proven that ease of use in technology is directly related to performance and that every dollar spent on user experience brings in between $2 and $100 dollars in return. 5 In the contact center, a cloudbased quality solution can easily be designed from the ground up to optimize ease of use for quality assurance. Quality management solutions based in the cloud are preconfigured and can be launched quickly, so managers can dedicate their time and resources to hiring and supporting evaluators and to refining coaching strategies. Cloud-based quality management solutions are also designed to easily integrate with other cloud-based WFO tools, which can simplify administration, training and updates across contact center functions. Quality management often relies heavily on evaluation forms and workflows that require careful configuration by specially trained employees. Yet paper-and-pencil checklists and spreadsheets are clumsy and susceptible to human error. Specialized cloud-based solutions can deliver turnkey forms and workflows for evaluation, calibration and coaching. Question banks and drag-and-drop forms quickly convert quality checklists into structured forms that help identify trends, challenges and discrepancies. The cloud also makes quality metrics and processes easily accessible and transparent, so employees can all work with the same set of data to measure against their goals. A quality management solution that requires substantial resources to deploy and is too complex for employees to use efficiently can lower productivity. The cloud facilitates ease of use by providing fast deployment and requiring minimal training. 5 The Business of User Experience: How Good UX Directly Impacts on Company Performance. Lonergan. Information Age
12 WHAT S NEXT? These benefits are only the tip of the cloud, so to speak. Cloud-based SaaS solutions offer countless other advantages for contact centers of all sizes, and those benefits and capabilities are always growing and improving. All signs indicate that the contact center industry will continue to migrate operations to the cloud to take advantage of the many opportunities it offers. When it comes to quality management, those opportunities translate into actionable insights, feedback for employees, a better customer experience and improved ROI. A quality management solution with features like dashboards and trend analyses makes work simple and effortless; a quality management solution in the cloud extends that power by also ensuring scalability, reliability and security. Cloud-based quality management solutions will only grow larger, more powerful and more effective in the years to come. For contact centers in need of efficient, agile operational capabilities, jumping on this trend can elevate quality and the customer experience today and in the future. About NICE incontact NICE incontact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. NICE incontact provides the world s No. 1 cloud customer experience platform, NICE incontact CXone, built on an open cloud foundation that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. NICE incontact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. For more information, visit: 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT tele intl info@niceincontact.com web 12
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