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Case Study: From Seeing to Believing
Quality Transformation Saves $1/2M Annually
Realizing Value with Quality Central InsightView StoryCUSTOMER PROFILE
THE GOAL
The customer selected Quality Central Insight to increase customer satisfaction, reduce administration costs, improve service levels and grow their customer base. That said, the customer’s quality team was also coming from past experiences which left them unable to log in for evaluations and had them asking questions like “How do we ?” that were answered with “I don’t know” and “You’ll figure it out.” They were understandably disenchanted with sales pitches and bullet points about what a product could do.“When it came to a new quality solution, we had an attitude of ‘wait and see’,” says the quality manager. “Everything that was being said sounded nice, but we needed to see it in action.”Cautious, but hopeful, the customer trusted NICE and NICE Value Realization Services (VRS) to help them achieve success. VRS helped the customer properly configure Quality Central Insight for their environment. VRS also delivered training, expert advisory and workshops to ensure the customer was fully knowledgeable about QCI, taking full advantage of all its features and employing best practices.THE SOLUTION
Willing to Explore and Accept Expert Advice
From the beginning of their engagement, the customer’s team saw immediate differences in attention to detail and a level of support they hadn’t seen before—including two hours per week with their VRS Business Consultant.“We weren’t met with someone with hypothetical knowledge of QCI,” says the quality analyst. “This is someone who’s been a quality analyst—someone who knows what the job consists of, who has done evaluations—and who could ‘level up’ to focus on our metrics and business needs.”After conducting an operational assessment, VRS made numerous recommendations aligned to the customer’s business goals. The customer implemented many of those recommendations and, with effective change management, adopted new, more efficient processes.ON THE VALUE OF VRS CONSULTING
“We weren’t met with someone with hypothetical knowledge of QCI. This is someone who’s been a quality analyst— someone who knows what the job consists of, who has done evaluations—and who could ‘level up’ to focus on our metrics and business needs.”
Quality Analyst
THE RESULTS
NICE helped the customer move from four disparate systems to one streamlined tool. Today, calls are ingested from a 3rd-party recording platform and all quality activity is completed in Quality Central Insight (i.e., evaluation assignments, identifying and listening to calls, evaluations, and speech queries).Results include:- Calls and evaluation data centralized in one tool
- Interaction assignments completed automatically, taking 10 minutes to review vs 5 hours to create
- Quality evaluations completed in 9 minutes vs. 25 minutes
- Dashboards display status of evaluations and completion
- Individual and team performance available in real-time