Upload
trinhthuy
View
217
Download
0
Embed Size (px)
Citation preview
L.S. (Larry) SchwartzCEO, WorkFlex Solutions LLC
Leveraging Technology to Create a More Agent Friendly Call Center
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 2
About the Presenter – Larry Schwartz
- Co-Founder, Chairman & CEO of WorkFlex Solutions
- Formerly President/EVP Global Operations - Convergys Corporation
- 25 Years of Global Enterprise
Software Management Experience including Executive Roles at Compaq
Computer, Tandem, and Nortel
- 45 Years of Ice Hockey Experience (accounts for slight accent and limp)
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 3
Topics
- Sources of Call Center Agent
Frustration
- How Traditional Call Center
Technology Investments haven’t
fully addressed these issues
- 5 Ways in which Technology Can
be harnessed to improve Agent Satisfaction
- Some Real World Use Cases
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 4
Key Sources of Agent Frustration
- High stress work environment
- High call volume
- Lack of coaching
- Slow change request approval
- Short shifted (VTO)
- Missed overtime opportunities
- Lousy hours
- Mandatory overtime
- Scheduling confusion
- Supervisor subjectivity in scheduling
CompensationScheduleEnvironment
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Average Handle Time
- After Call Work
- First Call Resolution
- Schedule Adherence
- Agent Occupancy
- Cross Sell/Upsell Rate
- Number of Calls Handled
Page - 5
Everything about Agent Performance is Measured
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Schedule Flexibility
- Doing a Good Job
- Extra Hours Opportunities
- Better Coaching & Training
- Timely Change Request Approvals
Page - 6
But how about the things agents care about …
CompensationScheduleEnvironment
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Schedule Flexibility
- Doing a Good Job
- Extra Hours Opportunities
- Better Coaching & Training
- Timely Change Request Approvals
Page - 7
But how about the things agents care about …
CompensationScheduleEnvironment
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- My Schedule is Typically Locked
Down Weeks in Advance.
- My Schedule is Difficult to Change Schedule Once its
Locked Down
- Process for how Extra Hours and Voluntary Time Off is Assigned is
Subjective and Unfair
Page - 8
Scheduling Flexibility Issues – An Agent Perspective
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Workforce Forecasting is Like Weather Forecasting
PAGE - 9
Forecast Accuracy Decreases with Time
Variances Drive Intraday Staffing Activity
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Forecasting Scheduling Intraday Management
AgentForecasting
AgentScheduling
Workforce Administration Processes
Intraday Reporting
So Why are Scheduled Locked Down Weeks in Advance
Workforce Management (WFM) Product Footprint
Months Weeks Days Hours Minutes
… especially with intraday management being such a difficult and time-consuming manual process
“WFM does a wonderful job of telling me every 15 minutes how b ig a problem I
have to solve today”.
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Intraday Management is Hard Work
Page - 11
• Monitoring Fatigue
• Multi-Issue Triage – Prioritization
• Timely Issue Analysis & Solution Identification
• Timely Agent Communication
• Avoiding Perceptions of Agent Bias in Assigning Overtime (OT)
and Voluntary Time Off (VTO)
• Making Timely System Updates
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 12
Some Consequences of Manual Intraday Management
Tendency to Preschedule to High End of Forecast because it is easier to send people home than bring in people.- Expensive approach
- Agents don’t generally like VTO
Difficult to identify optimal solution to staffing variances - Time Pressure to respond- Subjective Decisioning
- Compliance Adherence Risk- Time to Execute
Hard to Balance Business Needs with Employee Needs & Preferences- Objective Assignment of OT/VTO- Accommodating Employee Change
Requests
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Technology Solution 1 – Automate Intraday Staffing
Forecasting Scheduling Intraday Management
AgentForecasting
AgentScheduling
Workforce Administration Processes
Intraday Reporting
IntradayStaffing
WFMExtension
Workforce Management (WFM) Product Footprint
Months Weeks Days Hours Minutes
Adapt Real-Time Supply Chain Technology for The Call Center
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
How to Implement Automated Intraday Staffing
PAGE - 14
Six
Key Ingredients
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Ingredient #1: Access to Reporting Data & Scheduling
- Read Access to Workforce Management
Performance Data
- Write Access to Workforce Management
Scheduler
PAGE - 15
WFMSystemAccess
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Ingredient #2 : Business Rules Engine
PAGE - 16
- Threshold for Action
- Actions to be Taken- Staffing Changes - Alerting/Reporting
- Agent Selection Criteria- Proficiency- Past Responsiveness- Overtime Hours Worked- Distance to Call Center
BusinessRules
WFMSystemAccess
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Ingredient #3: Agent Information Database
Agent Database Elements
Proficiency | Wage Rate | Seniority
Distance to Call Center | Overtime Hours WorkedAvailability | Past Responsiveness
PAGE - 17
AgentData
WFMSystemAccess
BusinessRules
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Determine Optimal Agent-Criteria Fit:� Proficiency
� Seniority� Responsiveness
� Overtime Hours � Location
Ingredient #4: Real-time Matching Engine
PAGE - 18
AgentData
WFMSystemAccess
BusinessRules
MatchingEngine
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Ingredient #5 – Automated Call-out
Flexible Alert System
SMS | Voice call | e-mail | Screen-pop
WFMSystemAccess
BusinessRules
AgentData
MatchingEngine
Call Out
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Ingredient #6 – Automated Schedule Update
Automated Schedule Adjustment
Update WFM system
WFMSystemAccess
BusinessRules
AgentData
MatchingEngine
Call Out
ScheduleUpdate
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
How Auto-Optimized Staffing Helps the Agent
Eliminates need to pre-schedule to the high end of the forecast - Reduces amount of VTO
Eliminates Perceptions of Bias in
Intraday Staffing - Replace manual subjective process with
automated objective process
Increase Extra Hour Opportunities- More opportunities identified
- Faster Execution
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real-World Use Case – Automated Intraday Staffing
Page - 22
Previous Company Process (Manual)- Supervisor determines which agents should be
contacted for overtime or VTO.
New Company Process (Automated)- Automatically select optimal agent for VTO and
overtime based on predefined criteria- Agent identified preferred/available hours- Performance, Hours Worked, Responsiveness
- Alert agents of schedule opportunities/changes via email, phone, or text message.
- Automatically update schedules in WFM System
Results- Significant increase in Agent Satisfaction due to
elimination of Perception of Subjectivity/Bias- Reduced Costs of Administration- Reduced Overtime Costs- Improved Occupancy
Technology Solution 1
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Schedule Flexibility
- Doing a Good Job
- Extra Hours Opportunities
- Better Coaching & Training
- Timely Change Request Approvals
Page - 23
Addressing the things agents care about …
CompensationScheduleEnvironment
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 24
Agent Job Complexity Continues to Grow …
Average Number of Information Systems being accessed > 7
Average Number of Different Information Systems
being accessed for call center operations > 7(*)
(*) Source: 2013 Customer Response Summit
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 25
Agent Job Complexity Continues to Grow …
Average Number of Information Systems being accessed > 7
“In my 15 years as a call center supervisor I have
yet to see new technology introduced that actually
makes life easier for my agents”.
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Too many screens to
navigate or too much information on one screen
- Client Info not passed from IVR/web
- Continual Pressure to minimize AHT/ACW
Page - 26
Agent CRM User Interface Challenges
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Technology Solution 2 – Speech Recognition
PAGE - 27
Innovative UseInstead of pointing Speech recognition
Technology at the Customer, Point it at the Agent.
Benefits to Be Achieved
Reduce AHT/ACW
Improve Agent Performance- Improve Customer Sat on Problem Resolution
- Improve Upsell/Cross Sell SuccessImprove Overall Agent Satisfaction
Improved Agent Performance and Satisfaction
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Agent Speech Recognition Uses & Benefits
PAGE - 28
Improved NavigationInstead of clicking through Multiple Screens
agents can create verbal shortcuts to enable agents to quickly get to the screen they need.
Improved Customer Information Capture
Agents can capture more comprehensive information by talking versus typing.
Reduced TypingSpeech Macros enable multiple lines of text to be
entered using a single phrase Less typing
reduces risk of agents developing work related health issues (e.g. Carpal Tunnel syndrome)
Improved Agent Performance and Satisfaction
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real-World Use Case – Agent Speech Recognition
PAGE - 29
Mobile Services Company Process- Agents spend 5-10 minutes of wrap up time to
take post-call notes (ACW)
Speech Recognition Enabled Process- Allow System to capture dictation during call - Leverage Agent verbal summary to client
Results- Reduction of ACW by 80%
- More accurate information capture
- Less typing – higher agent satisfaction
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
- Schedule Flexibility
- Doing a Good Job
- Extra Hours Opportunities
- Better Coaching & Training
- Timely Change Request Approvals
Page - 30
Addressing the things agents care about …
CompensationScheduleEnvironment
Improved Agent Communication
Is The Key
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Agent Communications tend to be Rigid and One-Way
Page - 31
I Need to log into system to see shift
changes and opportunities
Management Communication is
generally negative and focused on
Scorecard misses.
Timely Coaching & Training is Rare
Talking about an issue days or weeks after it happened is not that helpful.
Waiting For Supervisor Approval of
Change Requests creates a lot of
uncertainty and stress for me.
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Creating more flexible agent-friendly communications
Page - 32
What’s the best way to communicate
with agents when they are outside the
center?
How can you make performance
feedback, coaching and training more
timely and relevant ?
How can you ensure agent
communication is more balanced ?
How can you speed up change agent request approvals ?
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Technology Solution 3 –Communication Preference Portal
Agent Preference Portal Attributes
- Web Based – Universal 24/7 Access
- Identify preferred contact method
(SMS, email, Voice Call, Social Media)
- Identify do not disturb periods
Benefits
- Increase Agent Connection Success
- Improve Extra Hours Earning Opportunities
- Reduce Communications Spam-effect
Page - 33
new
Improve Agent Communication
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 34
Technology Solution 4 - Automate Training/Coaching
Automated Training/Coaching Attributes
- Dynamically schedule training during identified low occupancy periods (an Alternative to VTO)
- Automatically schedule training to ensure required hours per month are achieved.
- Automatically generate training effectiveness reports
(Feedback loop for Training Department)
- Analyze performance dashboard to optimally prioritize training and coaching focus for individual agents
- Generate positive Agent KPI Performance feedback especially post training
- Generate real-time supervisor alerts for timely high return coaching opportunities
Benefits
- Improved agent performance and satisfaction
Improve Agent Communication
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real-World Challenge – Speech Recognition Introduction
Page - 35
AHT benefits are not achieved if agents don’t use the technology- You can still handle a call without
Speech-to-Text
How do you avoid having to track yet one more metric ?- Speech-to-text Utilization
Speech-to-text Utilization is only an indirect metric for AHT/ACW performance- What about agents that can type as
fast as they can talk ?
- How does the real-time administrator
figure out where the real issues are ?
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real-World Use Case – Active Performance Management
Page - 36
Wireless Services Provider Process
Identify Agents with Poor KPI’s - High AHT and/or ACW
Correlate Relevant Related Metrics- High AHT/ACW and Low Utilization of Agent
Speech-to-Text Tool
Generate Real-Time Alerts- To Agent (Should have used Tool)
- To Supervisor (Coaching Opportunity)
Generate Daily Custom Reports- Training Department (Training Effectiveness)
- Management (AHT/ACW Trend Report)
Improve Agent Communication
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Technology Solution 5 – Agent Self Service
Page - 37
Implement “FedEx Self Service” Model
Agent Schedule Changes
- Agent Sick Line Management
- Agent Schedule Swapping
Benefits
- Improve Intraday Performance
- Eliminate Management Approval Delays
- Improve Agent Satisfaction
- Reduce Administrative Overhead
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real-World Use Case - Automated Agent Attendance Line
Page - 38
Current Process- Agent calls into attendance line and leaves message- Workforce administrator listens to messages and
manually updates system- Real-time coordinator determines whether additional
resources are required
Automated Process- Agent enters sick day on IVR or Web Portal
- Schedule automatically updated- Instant Agent Feedback (e.g. Sick Days Remaining)- Impact immediately analyzed and additional resources
are scheduled as required
Results- Improved Agent User Experience- Automated Schedule Update
- Improved Intraday Staffing Management
Agent Self Service
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Real World Use Case - Automated Agent Schedule Swap
Page - 39
Current Process- Agents can post schedule swap requests on Workforce
Management System- Requested swaps go to supervisor for approval
- Uncertainty as to whether/when request is approved
Automated Schedule-Swap Process- Agent can log onto system and see what agents meet
approval criteria for schedule swap- Agents agree to swap shifts- Both agents submit change request and it is
automatically approved and schedule is automatically updated in system
Results- Elimination of Manual Approval Overhead - Improved Agent Empowerment
- Improved Agent & Supervisor Satisfaction
Agent Self Service
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 40
Leveraging Technology to Help the Agent
CompensationScheduleEnvironment
- Schedule Flexibility
- Doing a Good Job
- Extra Hours Opportunities
- Better Coaching & Training
- Timely Change Approvals
Automated Intraday Staffing
Agent Speech Recognition
Tailored Agent Communication
Automated Coaching & Training
Agent Self-Service
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
How Agent-Technology also Helps Administrators
Repetitive Manual Task Automation- Enable focus on High Value Activities
- Reduce stress / Improve job satisfaction
Accelerated Communication- Real-time alerting & automated reporting - Instant confirmation of change requests
Better Overall Results- Real-time issue analysis and solutioning- Consistent execution
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
How Agent Technology also Helps the Business
Page - 42
Improved Cost-Performance- Automation of repetitive manual tasks
- Improved agent performance
- Reduced Agent absenteeism/attrition
Compliance Assurance- Regulatory (e.g. overtime)
- Contractual (e.g. seniority)
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved
Leveraging Technology to Create a More Agent Friendly Call Center
Agent Benefits
Increased Convenience
Increased Fairness
Administrator Benefits
Minimized Manual ActivityImproved Execution
Improve Employee Satisfaction and Business Performance
Business Benefits
Improved ProductivityAssured Compliance
Transforming Workforce Administration Through Automated Intraday Staff ingSWPP Annual Conference – Nashville TN March 2011
WorkFlex and the WorkFlex logo are registered trademarks of WorkFlex Solutions LLC – All Rights Reserved Page - 44
Additional Resources
White Papers - What’s Missing from Workforce Management
- Proactive Performance Management
- Transforming WFM via Intraday Staffing Automation
- Optimizing @home through Intraday Auto-Optimization
Newsletter Articles- Transforming Monitoring into Active Performance Management
SWPP Newsletter – Spring 2011
- Auto-Optimization of Workforce Performance
CCNG (Queued IN Newsletter – September 2011)
www.workflexsolutions.com
About the Gartner Cool Vendor Selection Process:
Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Gartner lis ting does not constitute an exhaustive lis tof vendors in any given technology area, but rather is designed to identify interesting, new and innovative vendors,
products and services. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Each year, Gartner identifies a Cool Vendor as a
company that offers technologies or solutions that are: innovative—enabling users to do things they couldn’t do before; impactful—have, or will have, business impact (not just technology for the sake of technology); and intriguing— have
caught our interest or curiosity in approximately the past s ix months.