20 Minutes on Desktop Analytics: Top Uses in the Contact Center

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


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


Something funny I saw on LinkedIn


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

Email

Websites

Product Details

Tickets

Cases

Customer History

Service Details

Surveys

Siebel

!


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


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.


What is Cicero Discovery?

Desktop Activity Intelligence™

ProcessesPeople Technology

How employees actually work

Steps, sequence and points of

failure

System, application usage and

responsiveness


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


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


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


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


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


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.


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.


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.








Customer Rejects

Room Booked


Credit Accepted

Email Confirmation



Deny Reservation

Yes

Yes

No

End Interaction




No

Is Room Available?


Credit OK?

No

Yes

Tag Transactions based on LVC


VIP Customer!








Customer Rejects

Room Booked


Credit Accepted

Email Confirmation



Deny Reservation

Yes

Yes

No

End Interaction




No

Is Room Available?


Credit OK?

No

Yes

Avoid Recording of Private Information


Compliance: Start/Stop Call Recording when collecting credit card information.








Customer Rejects

Room Booked


Credit Accepted

Email Confirmation



Deny Reservation

Yes

Yes

No

End Interaction




No

Is Room Available?


Credit OK?

No

Yes

Head Off Costly Rework


Rework: Missing data field before release of work item or order to other departments.


Journey, Rep and Account Level Insight


Frequency & FCR by Interaction Reason

Ed Goldghen & Innoverse


AHT by ACTIVITY > Overall AHT



Customer Journey across 2 IB & 1 OB Calls



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.


Thanks & A Programming Note

o Next Thursday @ 11:30am Easterno Back Office Use Cases

o Questions or Live Demo Requests o www.ciceroinc.com

http://www.ciceroinc.com/

20 Minutes on Desktop Analytics: Top Uses in the Contact Center

Technology

Transcript of 20 Minutes on Desktop Analytics: Top Uses in the Contact Center