Verint

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THE PROJECT APPROACH

par Javier Espinosa Gallardo

The 8 Functional Areas of Human Resources

par July Alejandra Sierra Velandia

Critical Reading

par Tim Roach

Chapter 1

par Jaeger Thompson

Maritz / VOC

Survey Forms

IT Fix / update

IT bulk upload

Current agents

Add, remove, change processes

Dashboards

Profiles

SharePoint Site - Service Assurance

Assurance tracking

Admin form with instructional documentation

Leader form

Assurance Tracker

Owner

Lists

VOC administration

Verint administration

Assurance tracker

Process related compliance

Daily non-compliance audits

Exclude Telstra from VST function

Communication to Telsta reseller on process changes

Assign to VST

Proactive audits

Review subset of compliance items sent from Verity

Move to speech analytics audit

Verint non-compliance

New QA forms will mitigate function

Move to speech analytics model

Reactive audits

Assurance

Escalations

Follow up

Verint

Evaluation forms

Calibration

Operating rhythm

Format

Actionable Insights

Business visibility

Training

Administration training

Evaluator training

Listener training

Clean up - remove redundant evaluators

Assignment

Clean up old forms

New QA framework

Build forms

Reporting

Remove redundant users

Custom reports

Inbuilt reports

Speech analytics

Dashboards and reporting

Insights

Analytics verification

Actionable insights

Phonetics

Add, change, remove

Categories

New categories

Compliance

Telemarketing standards

Credit Checking

Payment card industry

Home phone

Broadband

Old category clean up

Administration

QA Forms

Remove email inbox

Identify tasks

Profile maintenance

Communications

Forms

Menus

Permissions

List

Enterprise Hierarchy

Naming convention

Governance

Add, remove and change processes

Areas

IT Bulk upload

Map out

Evaluators

Listeners

Recordable users

Exited agents

Identification