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6 ways to improve quality monitoring & performance management

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Martin Hill-Wilson
Martin Hill-Wilson

Explore what next generation performance and quality management looks like when interaction analytics is used

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I m p r ov i n g Quality Monitoring & Pe r f o r m a n c e Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
The Challenge WHY? Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#1 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Expensive Performance Manual Changes Situations Process Missed Remain Unaffected Non Weak Low Behavioural Proof Sample Scoring Points Size “Unfair!” Low Low Behavioural Credibility Impact Evidence Non Specific Coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
What restricts your current approach? • Time to find suitable calls • Changes go unnoticed • “Not Fair” reaction • Enough time to coach • Outcome based coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Using Interaction Analytics VOC Voice Of Failure The Customer Demand Performance Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#2 Effective Coaching Is About Focussing On The Detail Of Micro Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#3 Focus On High Yield Behaviours Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#4 Re-invent the way resources are used to improve Quality Monitoring & Performance Mgt Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
MAKING IT HAPPEN 2 1 Deep Discover Dive 3 Debate Performance Improvement Workflow 6 4 Embed 5 Action Track Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#5 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Which step in the Performance Cycle matter most to you? • Discover • Deep dive • Debate • Action • Track & Embed Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Closed Loop Management Customer Service Team Leaders Leaders QA WFM Team Planners Legal Training VOC HR Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
Tip#6 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012

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6 ways to improve quality monitoring & performance management

  • 1. I m p r ov i n g Quality Monitoring & Pe r f o r m a n c e Management Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  • 2. The Challenge WHY? Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  • 3. Tip#1 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  • 4. Expensive Performance Manual Changes Situations Process Missed Remain Unaffected Non Weak Low Behavioural Proof Sample Scoring Points Size “Unfair!” Low Low Behavioural Credibility Impact Evidence Non Specific Coaching Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
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  • 9. Tip#4 Re-invent the way resources are used to improve Quality Monitoring & Performance Mgt Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
  • 10. MAKING IT HAPPEN 2 1 Deep Discover Dive 3 Debate Performance Improvement Workflow 6 4 Embed 5 Action Track Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
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  • 12. Which step in the Performance Cycle matter most to you? • Discover • Deep dive • Debate • Action • Track & Embed Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012
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  • 14. Tip#6 Ways To Improve Quality Monitoring & Performance Management © Brainfood Consulting Ltd 2012