Workforce optimisation solutions specialist, Key Performance Technologies (KPT), has launched the full suite of Qnique modules, a browser based- integrated solution for selecting and managing people within contact centres. Qnique particularly focuses on the quantitative, qualitative and business assessment challenges within contact centres making huge strides in assessing and managing ROI.
"Qnique employs a unique methodology to achieve permanent, measurable results," says Marian Spieth, Director of KPT. "A key differentiator of Qnique, matched by no other system in the world, is its set of embedded knowledge libraries of generic assessment criteria. These knowledge libraries are the driving force behind the Qnique modules."
Using Key Performance Areas (KPA) and Key Performance Indicators (KPI), Qnique encompasses a comprehensive repository of core competencies for all aspects of quality management. These competencies are specifically focused on measuring customer experience dialogue, quantitative performance and business achievements.
"Optimising performance and delivering quality customer interactions are the cornerstones of Qnique. The product helps companies to align their contact centres with best practice key performance areas and indicators," says Spieth.
"Qnique is designed to leverage a company`s strategic priorities by focusing on optimising the performance and effectiveness of the agents and coaches within a contact centre."
Qnique`s independent but fully integrated modules are achievement-orientated and results-driven. Each of the modules can be customised to businesses unique requirements for best practice performance and maximum effectiveness within the contact centre.
It begins with agent selection (QSelection), and extends to performance assessment (QAssessment), online learning (QLearn), and a personal interactive coaching tool for quality assurance (QAssurance). Closing the loop is customer research (QResearch) - the findings of which are continuously used to enhance the agents` performance.
QSelection
QSelection is an integrated selection tool specifically designed for contact centres. The system generates job profiles based on system demographics of successful agents within each contact centre. The profiles can be set up and applicants are screened and "assessed" by QSelection. Recommendations are then presented for consideration.
QAssessment
QAssessment is a comprehensive evaluation tool, which measures agent, team and contact centre quality performance. The contact centre and coach can select from numerous assessment options to measure customer experiences. Performance "scorecards" can be created which profile a complete performance view consisting of qualitative, quantitative and business measurement objectives.
QLearn
QLearn is an online learning tool for contact centre agents that complies with SETA`s National Qualifications Framework (NQF) - a system designed to recognise the attainment of knowledge, understanding and skills by contact centre agents and coaches in South Africa.
QLearn is embedded with customer experience management training dialogue in the areas of customer service, sales, collections and coaching. The agent has full access to this intellectual training material that is presented via interactive animation learning sessions. In addition, QLearn is tightly integrated with improvement and training objectives identified as a result of performance evaluations with QAssessment.
Also embedded within QLearn is a self-testing facility for each module that enables learners to manage their own development.
QAssurance
QAssurance can be deployed as an audit facility to verify coaching assessments within the contact centre. The technology provides the capability to quickly assess numerous interactions remotely and immediately. Variances in QAssurance scores and coaching scores are highlighted.
QResearch
QResearch closes the quality loop by applying the measurement criteria "what do our customers think of our service?" The module facilitates the identification of market trends, which can then be integrated with expanded training. Once more, these can be embedded into the system`s knowledge libraries.
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Key Performance Technologies (KPT) is a leading provider of Quality Performance Management solutions and is recognised by global blue chip organisations for substantially improving the quality and business performance delivery within their contact centres.
In line with international trends, KPT recognises that, the success of today`s contact centre rests on exceptional customer experience - whether by phone, chat or web interaction.
Visit our web site on www.kptsystems.com
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