8x8 Inc · NASDAQ:EGHT

8x8 — Quality Management: The Magic Dust for Agent Excellence webinar (September 2014)

15 slides from 8x8's conference presentation, September 2014

  1. Slide 1: Quality Management: The Magic Dust for Agent Excellence

    September 2014 Quality Management: The Magic Dust for Agent Excellence Presented by 8x8 © 2014 NASDAQ-LISTED: EGHT

  2. Slide 2: Today's Speakers

    Today’s Speakers Mike Butts Director, Product Marketing, KnoahSoft, Inc. Ron Weiss Solutions Engineer, KnoahSoft, Inc. Max Ball Product Marketing Manager, 8x8, Inc. David Leach Business Communications Consultant, 8x8, Inc.

  3. Slide 3: How many of these can your business take?

    How many of these can your business take?

  4. Slide 4: Product Demo

    Product Demo © 2014 NASDAQ-LISTED: EGHT

  5. Slide 5: Build Your Culture Around Customer Excellence

    Build Your Culture Around Customer Excellence Managing agent quality is the key: • Identify Which Agents are Struggling • Quantify & Qualify Their Struggles • Facilitate a Training Path to Excellence 5

  6. Slide 6: Make Agent Interactions an Excellent Experience

    Make Agent Interactions an Excellent Experience: Customer Excellence The ability to elevate organizational self-awareness to where you understand, clearly, the customer experience that will delight your customers, and then establish the discipline and competency required to deliver on that experienc

  7. Slide 7: Consistent monitoring and coaching is required for every customer interaction

    Your call may be monitored for quality purposes Consistent monitoring and coaching is required to ensure the quality of every single customer interaction 7

  8. Slide 8: How do I know if I need Quality Management?

    How do I know if I need Quality Management? • Do you have He Said/She Said disputes? • Can you easily recognize your top and bottom performing agents? What skills need to be developed? • Do you have limited or no time for coaching • Is your agent attrition rate high? • Are you losing existing or lon

  9. Slide 9: Four Step Process to Ingrain Performance Expectations into your Culture

    Four Step Process to Ingrain Performance Expectations into your Culture • Be compliant Call • Leverage recordings • Build personalized training programs using QM and Recordings for QM assessments, dispute resolutions and coaching performance data • Evaluate agents Quality against industry Coaching n

  10. Slide 10: How do I justify Quality Management?

    How do I justify Quality Management? • US companies lose $83 billion every year due to poor customer service • The value of each lost customer averages to $243 • 71% of consumers have ended business relationships due to a poor customer experience • Most companies spend more money and attention on cu

  11. Slide 11: Demo

    Demo © 2014 NASDAQ-LISTED: EGHT

  12. Slide 12: Agents affect the customer experience

    Agents affect the customer experience • 400% - Drop in customer loyalty after a poor service interaction. • 60% - Higher profits enjoyed by companies that prioritize customer experience • 94% - Customers who said they would repurchase after an effortless experience If your agents don’t have the trai

  13. Slide 13: Things Naturally Can Work Together in the Cloud

    Things Naturally Can Work Together in the Cloud Google Maps Integrate with hotel site for reservations Trip Advisor Reviews 13

  14. Slide 14: 8x8 and KnoahSoft

    8x8 and KnoahSoft Helping you Focus on Customer Excellence Managing agent quality: • Identify Which Agents are Struggling • Quantify & Qualify Their Struggles • Facilitate a Training Path to Excellence 14

  15. Slide 15: Thank you Questions?

    September 2014 Thank you Questions? Presented by 8x8 © 2014 NASDAQ-LISTED: EGHT

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