Published on May 5, 2014
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.
#CONVERGE2014 Session Code #1409 Transform the Customer Experience with Uncomplicated Performance Management Ryan Prestel Director of Product Management Uptivity
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 Metrics The 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 Sources Data 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 HRIS • Structure • Name • Contact • Tenure • Skills • PTO WFO/WFM • Adherence • Schedules • Forecasts • Quality • Recordings SpeechAnalytics • Trending • Coverage • Efficiency • Automation Root-cause Analysis Business Intelligence Interaction Metadata Simplified Administration
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 Analyze Insight Analyzes 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 0 500 1000 1500 2000 Reason Codes 20 Focused Call Evaluations • Learn how customers speak • Learn how agents speak • Colloquialisms • Acronyms & Slang
Insight by Uptivity
#CONVERGE2014 Thank You for Attending Please remember to complete your evaluation of this session in the CONVERGE2014 mobile app. #1409 Transform the Customer Experience with Uncomplicated Performance Management
KJINTELOFFICER Wed Sep 10 21:43:46
Simultaneously tired and energized after #Converge2014 As it should be. Just imagine....what if? Why not? Let's create something.
benbainbridge Wed Sep 10 16:12:27
Bishop Schnase presides at Communion at CONVERGE. #converge2014 @ Saint Paul's United Methodist Church http://t.co/RhOcxilLdp
cydwel Wed Sep 10 15:09:36
For so long we've been working for a world that is less... we need to working for a world that is more. #Converge2014
SteveBlacksher Wed Sep 10 14:51:47
“We are created by God with our imaginations - which are the seeds of the future.” @erwinmcmanus #Converge2014
cydwel Wed Sep 10 14:43:21
“We humans, as creatures, are materializers of the invisible” @erwinmcmanus #Converge2014
cydwel Wed Sep 10 14:33:09
“The ways that bees create hives and ants create colonies - humans create futures.” @erwinmcmanus #Converge2014
cydwel Wed Sep 10 14:21:32
“We are students of the complexities of the human dilemma” @erwinmcmanus #Converge2014
cydwel Wed Sep 10 14:18:35
Erwin McManus (@erwinmcmanus) speaking to and with #Converge2014 http://t.co/oOXdYUOZC2
cydwel Wed Sep 10 14:13:52
“Why do we do what we do? We do what we do because we love Jesus” #Converge2014
cydwel Wed Sep 10 01:22:15
"You're going to tell a story with your life...question is what story will it be." #Converge2014
SteveBlacksher Wed Sep 10 00:07:45
We don't have to be more for God to do more... In fact we need to be less.. Erwin McManus #Converge2014
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