transform the customer experience with uncomplicated performance management
DESCRIPTION
Presented at IAUG Converge 2014: The volume of data available to contact centers today is overwhelming. The key to effective performance management begins with establishing goals before trying to manage to key performance indicators. During this session, we will explore tips for building a successful performance management practice that will transform the customer journey. We will also look at three success stories from organizations that benefited from this transformation.TRANSCRIPT
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Session Code #1409Transform the Customer Experience with Uncomplicated Performance Management
Ryan PrestelDirector of Product ManagementUptivity
Who we are
• Unified workforce optimization suite.
• Customer-centric, flexible solutions customized to your environment.
Avaya Partnership
• Avaya Technology Partner.• Member since 2007.• Compliance tested:
– Avaya Aura® Application Enablement Services (AES) 6.3
– Avaya Proactive Contact 5.1
Uptivity has an extremely strong commitment to its
customers and employees.
Uptivity has emerged as a major vendor of agent performance management (APM) software.
Conflicting Goals of the Contact Center
• Cost Reduction• Providing Superior Customer Service
Current Versus Future Customer Interaction Channels
Current Versus Future Customer Interaction Channels (Mean Percents): North America, 2014
Traditional Customer Interaction MetricsThe Customer Journey is Comprised of Multiple Parts
Event-Driven Data (within channels)
Single events within a contact center channel• DTMF or speech input to IVR (account #, menu
choice, etc.)• Web click on a web page
Event-Driven Data (within channels)
Single events within a contact center channel• DTMF or speech input to IVR (account #, menu
choice, etc.)• Web click on a web page
Event-Driven Data (within channels)
Single events within a contact center channel• DTMF or speech input to IVR (account #, menu
choice, etc.)• Web click on a web page
Performance Analytics SourcesData Can Come from Anywhere and is Interconnected
Performance Management Challenges
Too much data from too many sources
Inconsistent and inefficient reporting Lack of resources (time, budget, people)
Measurement is a Must
Source: scientificamerican.com
“If you can not measure it, you can not improve it.”
-Lord Kelvin
• Conventional tools aren’t sufficient to measure the temperature in today’s contact center
• Identify success─ Positive reinforcement─ Model behavior, reduce costs
• Identify opportunity─ Shorten the feedback cycle─ Coach in real-time
• Monitor progress─ Performance visibility
Performance Management Challenges
Performance Management Takes Care of the Heavy Lifting
Critical Systems and Data
ACD
/PBX
• Volume• AHT• ASA• Survey• IVR
HRI
S• Structure• Name• Contact• Tenure• Skills• PTO
WFO
/WFM
• Adherence• Schedules• Forecasts• Quality• Recordings
Spee
ch A
naly
tics
• Trending• Coverage• Efficiency• Automation
Root-causeAnalysis
BusinessIntelligence
InteractionMetadata
Simplified Administration
Getting Started
ContactUS Communications
CUSTOMER SUCCESS
Service Offering Full Service Contact Center BPO
• Contact Center Services─ Voice, Chat, E-mail, White Mail, Social Media─ Inbound, Outbound, Blended Programs─ Customer Service, Technical Support,
Inbound / Outbound Sales, Customer Retention, Win Back Programs
• Voice is our primary service channel─ Shorten the feedback cycle─ Coach in real-time
• What gets measured gets done…─ Inspect what you expect─ Customer service is the key differentiator in
the marketplace today
Performance Management How it works (tactical)
Capture• Voice Recorder• Screen Recorder• WFM• CRM• VoC• QA• Telephony Switch• Employee Data• Other Apps
Engage• Agent Performance• Business Intelligence• Continuous
Improvement
AnalyzeInsightAnalyzes the Data
Report• KPI reporting, from
agents to executives• Analyze interactions• Gather actionable
data
Three Pillars of Analytics
• Align agent performance with business goals
• Find unwanted agent behaviors before a customer complains
• Target coaching efforts to large-impact behaviors
• Uncover corporate and regulatory compliance deviations
• Processes• Training• Associates• Service Quality• Products
• Customers• Competitors• Sales & Marketing• Regulatory Compliance
• Remove inefficiencies
• Reduce costs through improved process management
• Support Continuous Improvement programs
• Demonstrate commitment to quality and service through effective allocation of resources
Continuous ImprovementAgent Performance Business Intelligence
Internal
External
Agent Performance Apparel – Inbound Sales
Cross Sell Effectiveness• CRM Data (structured)• Voice recordings (unstructured)
Cross Sell Opportunity(% of total calls)
Iteration 1 Iteration 2
6.5% 8.5%
Coached agents on cross selling best practices:• Don’t be afraid to make a cross
sell attempt• Be prepared to offer a valuable
suggestion to the customer
Cross Sell Opportunity(% of total calls)
Iteration 1 Iteration 2
24.5% 30.5%
Business Intelligence Manufacturing – Customer Service
Product Failures• CRM Data (structured)• ACD Data (structured)• Voice recordings (unstructured)
Product Failures generated
of total call volume.18%
Using data, the Contact Center was able to show Procurement the financial impact of poor zipper quality.
of those calls were a result of a zipper failure.
66%
11% of total agent handle time was a direct result of a zipper issue.
Continuous Improvement Consumer Affairs – Customer Service
Cross Sell Effectiveness• CRM Data (structured)• ACD Data (structured)• Voice recordings (unstructured)• WFM (structured)
• What is each reason code being used for?
• How often is each code used?• Develop speech algorithms to
capture data automatically.
1,600 Reason Codes
Start
Iterati
on 1
Interati
on 2
Interati
on 3
Interati
on 4Acti
veGoal
0
400
800
1200
1600
Reason Codes
20
Focused Call Evaluations• Learn how customers speak• Learn how agents speak• Colloquialisms• Acronyms & Slang
Insight by Uptivity
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Thank You for AttendingPlease remember to complete your
evaluation of this session in the CONVERGE2014 mobile app.
#1409Transform the Customer Experience with
Uncomplicated Performance Management