Kategóriák: Minden - evaluation - insights - administration - training

a Farrell Farrell 4 éve

234

Verint

A detailed breakdown of SharePoint Site's Service Assurance components highlights various administrative and operational tasks essential for effective management. The site includes multiple forms dedicated to both leaders and administrators, along with instructional documentation to guide users.

Verint

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