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Learn how Desktop Analytics is being used in the contact center.
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Desktop Analytics Contact Center
Mike Garner – CCO, Former Ops Guy and “User” of DA
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Leadership
Glenn Kelman, the CEO of Redfin
• "Sometimes I just feel like I'm in this endless competition with an imagined successor…You want to be a tough act to follow. How do you make sure that happens?”
Albert Szent Gyorgyi
• “Discovery consists in seeing what everybody has seen and thinking what nobody has thought”
IDEO
• ”How might we….?” (IDEO)
Apple
• Think Differently
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Reduce Friction with Facts
Don Peppers – “Serving the Frictionless Customer”
• Friction causes wasted heat and noise• Figure out a way to create less friction (or effort) and you will have created serious value for
all stakeholders
Fix something you KNOW to be a problem or something you THINK is a problem?
• Deal in Facts and You can iterate to higher performance that much faster
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Something funny I saw on LinkedIn
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Use the Desktop – It’s Where Everything Converges
CRM
Procedures
Processes
Tasks
Knowledge Management
Softphone
Internet
Intranet
Salesforce
ClicksTabbingData
Entry
Disposition
Wrap-up
Customer Look-up
Chat
Websites
Product Details
Tickets
Cases
Customer History
Service Details
Surveys
Siebel
!
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Gathering Business Intelligence
Desktop Analytics – capture everything that employees do, measure processes, gather IT
info
Web Analytics – capture everything a visitor does on a
website
Speech Analytics – capture customer -employee conversations
Surveys, Voice of the Customer – capture direct feedback from
customers
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Why desktop activity monitoring matters…
> You can't manage what you can't
measure
> Empirical vs. anecdotal data
> Always On
> No ‘observer effect’> Support big data initiatives by
capturing the customer journey at various touch points within an organization.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
What is Cicero Discovery?
Desktop Activity Intelligence™
ProcessesPeople Technology
How employees actually work
Steps, sequence and points of
failure
System, application usage and
responsiveness
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
How Cicero Discovery Works
Store/PublishCapture Analyze
Data• Collected in a
Database• Shared Network Drive• Publish/Subscribe
Reporting & Analytics• Real time, Historical• BPMS, BAM, BI• WFM, Analytics
Desktop Activities• User Activities• Process Events• Application Data• Network Data
Desktops Laptops Database Web Service 3rd Party Reporting and Applications
Reporting
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Out-of-the-Box Intelligence - People
Data CollectedPerformance vs.
PotentialThresholds Actions Potential Outcomes
People
Unapproved Application
Usage versus Norm
Productivity Gain @ Norm> 10
minutes per day
Audit for compliance – coaching and accountability
• ID non-engaged personnel for coaching and/or accountability• Bandwidth strain reduction can improve
site and app response time - savings up to $5 per employee per day
Actual Work Time versus
Norm
Productivity Gain @ Norm
> 5 minutes per day
Isolate force to load imbalance
drivers, approved business and
personal apps.
• Just as with ACD ‘unavailable’ status – can improve service level and speed of answer with minimal FTE cost• Identification of training availability –
allowing for up to 10 minutes more per day in productive time
Cut & Copy Frequency
versus NormProductivity Gain @ Norm
>10% variance up
or down
Isolate training needs for
individuals on specific apps and
workflows
• Isolate individual training opportunities and potential best practice v the larger group process• Individual employee productivity
increases up to 30% - lifting overall group by 1% to 5% depending on size
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Out-of-the-Box Intelligence - Process
Data CollectedPerformance vs.
PotentialThreshold
sActions Potential Outcomes
Process
Cut & Copy Frequency
overallProductivity Gain @ 0%
> 50 x per day per person
Identify & prioritize training, integration
and automation opportunities
Identification of integration and automation targets – 5% to 10% productivity lift in front
office ; up to 90% in back office
Variability in Application
Usage across same skill Group
Right Path Productivity Gain
>20% variance to group norm
Procedure and System review – for group
with lower KPIs
Procedure simplification and process redesign can often yield 2% to 10% in
productivity
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Out-of-the-Box Intelligence - Technology
Data
CollectedPerformance vs.
PotentialThresholds Actions Potential Outcomes
Technology
Application Response Time
Productive Time Opportunity
> 5 minutes per day
Deliver empirical evidence to IT
regarding memory /network
issues
• Feedback and correction can save up to 10 seconds per interaction or case and over $5 per employee per day• Employee Satisfaction – big driver
Unused Applications
Avoidable Maintenance Spend
< 5% of time spent in app
Guide IT to sunset /retire apps
• Feedback to IT and shut down can save $100,000 or more in maintenance and upkeep of non-essential systems• Reduces memory, processing and network
strain (as applicable) on machines and infrastructure
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Process Intelligence
The workstation is a gold mine….
> Capture practically any business data or action for more surgical process improvement - even across users and departments
> Tag specific work processes for task time measurement and bottleneck isolation
> Capture specific customer intent, data changes and account actions for Big Data /marketing input
> Define workflow and other milestones
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Bottleneck Isolation
Start Submit Claim
Review Small Claim
Check Fraud HistoryReview Credit
Claim > $500
Claim < = $500
Review Large Claim
Pay Claim Sub Process
Send Thank You Letter
Wait for Report & Estimate
APPROVE
End
REJECT
Send Rejection Letter
Simple Claims Process Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why?
Application Response: Employees wait for screens to refresh while navigating application.
Training: Employees are not following steps using best practices.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Manual or Missing Steps
Create Case Assign Case Customer Lookup
Active Contract
Expired Contract
Website
Phone
Troubleshoot Problem
New Contract Sub Process
YES End
NO
Contract Status?
Purchase Contract?
Dispatch Sub Process
UNRESOLVED
RESOLVED
RESOLVED
Simple Customer Service Inquiry
PCI Compliance: Credit card information is not masked for all users.
Manual Process: Employee searches 2 different customer databases for status and contract details.
Missing Process: CRM not updated consistently after technician completes work.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Requests Reservation
Take Reservation Details
Send Credit Details to Agency
Provide Reservation Confirmation
Check Room Availability
Provisionally Book Room
Customer Rejects
Room Booked
Take Customer Details
Credit Accepted
Email Confirmation
Cancel Provisional Reservation
Notify Customer of Credit Problem
Deny Reservation
Yes
Yes
No
End Interaction
Review QuoteWith Customer
Calculate Room Price
Notify Customer of Inavailability
No
Is Room Available?
Customer Agrees to Terms?
Credit OK?
No
Yes
Isolate High Value, Risk or Cost Transactions
Hotel Reservation Process
Compliance: Start/Stop Call Recording when collecting credit card information.
VIP Customer!
Rework: Missing data field before release of work item or order to other departments.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Requests Reservation
Take Reservation Details
Send Credit Details to Agency
Provide Reservation Confirmation
Check Room Availability
Provisionally Book Room
Customer Rejects
Room Booked
Take Customer Details
Credit Accepted
Email Confirmation
Cancel Provisional Reservation
Notify Customer of Credit Problem
Deny Reservation
Yes
Yes
No
End Interaction
Review QuoteWith Customer
Calculate Room Price
Notify Customer of Inavailability
No
Is Room Available?
Customer Agrees to Terms?
Credit OK?
No
Yes
Tag Transactions based on LVC
Hotel Reservation Process
VIP Customer!
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Requests Reservation
Take Reservation Details
Send Credit Details to Agency
Provide Reservation Confirmation
Check Room Availability
Provisionally Book Room
Customer Rejects
Room Booked
Take Customer Details
Credit Accepted
Email Confirmation
Cancel Provisional Reservation
Notify Customer of Credit Problem
Deny Reservation
Yes
Yes
No
End Interaction
Review QuoteWith Customer
Calculate Room Price
Notify Customer of Inavailability
No
Is Room Available?
Customer Agrees to Terms?
Credit OK?
No
Yes
Avoid Recording of Private Information
Hotel Reservation Process
Compliance: Start/Stop Call Recording when collecting credit card information.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Requests Reservation
Take Reservation Details
Send Credit Details to Agency
Provide Reservation Confirmation
Check Room Availability
Provisionally Book Room
Customer Rejects
Room Booked
Take Customer Details
Credit Accepted
Email Confirmation
Cancel Provisional Reservation
Notify Customer of Credit Problem
Deny Reservation
Yes
Yes
No
End Interaction
Review QuoteWith Customer
Calculate Room Price
Notify Customer of Inavailability
No
Is Room Available?
Customer Agrees to Terms?
Credit OK?
No
Yes
Head Off Costly Rework
Hotel Reservation Process
Rework: Missing data field before release of work item or order to other departments.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Journey, Rep and Account Level Insight
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Frequency & FCR by Interaction Reason
Ed Goldghen & Innoverse
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
AHT by ACTIVITY > Overall AHT
Ed Goldghen & Innoverse
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Customer Journey across 2 IB & 1 OB Calls
Ed Goldghen & Innoverse
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
DMG – 2013 DA Report Highlights
The benefits of DA are substantial, quantifiable and can save users time,
money and customers:
Perhaps most importantly, DA can help users analyze and enhance the customer experience by recreating many aspects of
the journey based on desktop events.
Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
Thanks & A Programming Note
o Next Thursday @ 11:30am Easterno Back Office Use Cases
o Questions or Live Demo Requests o www.ciceroinc.com