According to Gallup, 70% of the employees in service enterprises are not actively engaged and are disillusioned with insights

and guidance available to improve their performance. A recent performance study by NICE finds that 44% of the supervisors

don’t have enough time to coach and motivate the team, as they struggle most time crunching data. Front line employees and

supervisors deserve an unified view into the operational data to improve service delivery.

The front line staff and managers need a simplified view of their performance not as discrete machine metrics but as humatrics

Think beyond the dashboard

Challenges in Service Delivery

21%Productivity

22%Profitability

41%Quality

48%Safety incidents

37%Absenteeism

Source: Gallup study of 1.3 million employees- Apr 2013

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Companies in the top quartile of employee engagement, as compared with those in the bottom-quartile, exhibited

not be presented just as rear view dashboards

describing the past, but as diagnostic insights,

as predictive trends and as prescriptive actions.

Operational data from diverse business systems should be simplified in a format that employees can relate to it as their

performance data. This data is of immense value when it is aligned to the service delivery metrics framework. Data should

Fig.1 Metrics Framework

Gartner says“ … generating real time data, the amount

of information service providers must deal is

changing and expanding dramatically. It will be

more important than ever to have systems in

place to handle all that data, organize it, mine it…

and pick out the important patterns and trends”

At Tesco, we are always looking at ways for our staff to have access to tools and platforms that makes it easy to avail various services that the organization provides them. We found that myfriday does exactly that. We continue to look for ways to expand our use of myfriday.”

Sandeep Dhar, CEO, Tesco HSC

Product Overview

AIR Framework

As a operational performance management

platform, Myfriday supports the line manager

as a virtual assistant and the front line

employee as a virtual coach. Its analytics

centred collaboration and visualisation looks

ahead and beyond the descriptive dashboard

to offer real time visibility into operations.

Myfriday ensures elevated levels of awareness

and engagement through our proprietary AIR

framework that leverages metrics for Actions,

Insights and Rewards.

Diagnostic Insights - Scan operational data using a customized AIR

Framework and provide foresight to operational managers and front line staff.

Predictive Dashboards – Easy to use data visualization tools that go

beyond the past and describe the future.

Perspective Actions - Contextual Actions to improve and work on the

predictions. Helps the manager and the front line employee to do better.

Collaborative Campaigns - Real time campaigns targeted at the

operational workforce through alignment and engagement with operational

metrics.

Managers prefer to spend more time interacting with their team instead of

processing data. Myfriday’s AIR framework is the virtual assistant that supports

them by automating their repetitive data analytics work. Front line employees want

to get peer recognition and be rewarded for their good work. Myfriday AIR makes it

possible by guiding them as their virtual coach.

Copyright © Myfriday Analytics, 2015. All Rights Reserved

Myfriday - fresh AIR into data

Fig.2 Myfriday Key Features

Myfriday offers the most comprehensive solution to manage service delivery by leveraging operational metrics. An account management platform that addresses the resourcing and financial aspects of service delivery

“ GeBBS made a generational change from solutions deployed earlier to Myfriday for managing our employee operations metrics. In one stroke, we took GeBBS to the employee’s mobile phones for greater transparency, engagement, improvement and rewards. We moved from “Rear View” dashboards to “Look Forward” Actions, Insights and Rewards (AIR) on their contact center focused solution. Ease of deployment and adoption made it possible for us to manage change amidst growth without downtime or chaos ”

Milind Godbole, MD, GeBBS Healthcare

Key Features

AIR BytesAutomated data stories to understand

contextual performance across periods,

teams and other dimensions

AIR Frame Define your own business rules on

operational metrics to alert, assign task

or reward employees

AIR ViewPersonalized data visualization in

a contextual manner for front line

employees and operational managers

Insight Digest Myfriday filters and tells you the most

relevant data trends using properitary

analytical algorithms

Collaboration PlatformComprehensive operations management

platform for the team to collaborate in

real time

Coaching ActionsLeverage metrics for knowledge and skill

improvement through training, quizzes,

and development tasks

Incentive CalculatorCompute variable pay and incentives

from operational metrics using flexible

rule sets

Campaign ManagerDefine your business goals and run a

gamified event to achieve the goal and

to reward the team

Customer BillingLeverage operational data to calculate

customer invoices and SLA compliance

reporting

Myfriday - fresh AIR into data

Fig.3 Myfriday Solution Framework

Founded in 2012, Myfriday is an operational analytics company with a vision to democratize operational data. We guide service enterprises to improve their operational effectiveness by engaging the operational workforce on big data. Our patent pending AIR Framework creates contextual awareness of operational metrics to engage and to reward employees. Our customers across domains like Retail, Healthcare and Shared Services have seen benefits ranging 18% – 26% improvement in operational outcomes.

India USA UK Phillipines Middle East

About us

Every month, the data experts at myfriday are adding value to millions of customer em-

ployee interactions, while learning and energizing themselves simultaneously from those

interactions. Our customers believe they gain the following by working with myfriday.

Click Here

Canada

Key Benefits

Our Clients

Sales queries / Demo

Companies have seen 18% - 26% improvement in operational outcomes by deploying

myfriday. Some of the tangible value adds to our clients include

Both outsourced and shared service providers have gained one or more of the following

benefits by deploying Myfriday.

Fig.3 Myfriday Benefits

22% cost savings (in millions $) for a 7,000 employee shared services center

of UK’s largest retailer

19% improvement in employee productivity for a 3,000+ US market

health care BPO

24% increase in revenue opportunity for a 25 seat outbound sales team

for a real estate company in India

Manager Bandwidth Improvement

Insight driven management Targeted, Proactive Coaching

Transparent customer billing

Reduce the Range Minimal revenue leakages

Copyright © Myfriday Analytics, 2015. All Rights Reserved

1 (908) 340-6044

Myfriday - fresh AIR into data

Fig.4 Myfriday Benefits