Advanced Back Office Optimization
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Transcript of Advanced Back Office Optimization
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
What is Possible?
Aspect® Advanced Back Office
Optimization
Ensure your back office delivers what your
front office promised
Warsaw, Hotel Sheraton, October 6th 2014
Automated Dialogues
(Self-Service)
Voic
e/V
ideo
Chat/
IM
SM
S/T
ext
So
cia
l
Web &
Mobile
Customer Engagement Reference Architecture
Agent Dialogues
(Live Service)
Voic
e/V
ideo
Chat/
IM
SM
S/T
ext
Socia
l
Em
ail
Inbound Routing - Proactive Outbound
Conte
xtu
al D
ata
Tra
nsfe
r
Work
forc
e
Managem
ent
Reporting and Analytics
Enterprise Integration – API Framework
Qualit
y
Managem
ent
Perf
orm
an
ce
Managem
ent
Wo
rkfo
rce
Managem
ent
Work
Allo
cation &
Task M
anagem
ent
Security and Compliance
Str
ate
gic
Consultin
g S
erv
ices
Str
ate
gic
Consultin
g S
erv
ices
Workforce
Optimization
Omni-Channel Customer Interaction
Perf
orm
ance
Managem
ent
Back Office
Optimization
12
©2013 Aspect Software, Inc. All rights reserved 3
Aspect offers the only Integrated Platform
Contact Center
Workforce Optimization
Back Office Optimization
Automated Self-service
Intelligent Multichannel Contact Routing
Compliant Proactive Outreach
Interactive Mobile Self-service
Social Customer Care
Unified Reporting and Administration
Workforce Management
Performance Management
Quality Management
Speech, Text and Desktop Analytics
Data-Driven Operational Decisions
Real-Time Work & Task Management
Measurement against Proven KPIs
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Some Things Never Change Back Office Needs
4
To deliver great customer experiences,
firms must orchestrate a complex system
of interdependent people, processes and
technology. Adapt Business Process Improvement
for Customer Experience, Paul Hagen (Forrester), Jan 2013
Large labor pool performing similar tasks whose outcome affects service delivery
Processes are manual or may be executed by leveraging multiple operational systems
‣ Average process involves 10 or more systems
‣ Manual processes involve 40% of labor
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
What happens in the back office
has a material effect on the
customer experience
Around 73% of the human resource and 60% of the knowledge needed for the customer experience resides in the back office. Source: European Business Review
60% percent of customer dissatisfaction sources are found in the back office. Source: TARP Worldwide
17% of a customer’s loyalty is a result of operational efficiency. Source: Forrester Research
5
16.6%
Recommend
15.8%
Stay
14.4%
Spend Customer Experience Boosts Revenue
Bruce D. Temkin, Forrester Research
customer experience decision makers say
that they are unable to effectively manage
the end-to-end workflow of interactions “Next-Generation Contact Center”, Forrester/Aspect
Customers
of customer
experience
leaders are
more likely to…
42%
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
An unexpected storm
doubles the volume of
claims received
The flu causes multiple
employees to call in sick
with work still in their
queues
A growing backlog
throttles the system and
causes delays in claims
disbursements
Managers scramble to
find free resources, track
down and re-assign
caseload
“Strategy gets you on the playing field, but execution pays the bills”
6
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved 7
Insight
Advanced Back Office
Optimization People Workforce Planning and Forecasting
Forecast accurately, allocate and schedule staff optimally
based on realistic scenarios, adjust in real-time
Process Real Time Work Management
Optimize how work is allocated with real-time control over
service level commitment and achievement
Insight Reporting and Analytics Reports and dashboards pre-configured with key back office metrics
with data available to enterprise systems for 360° operational view
Aspect®
Workforce
Management
Aspect®
Back Office Optimizer (powered by eg© solutions plc)
Aspect® Desktop Analytics
Aspect®
Back Office Optimizer (powered by eg© solutions plc)
Aspect® Performance
Management
Reduce customer service costs in the front office Cut operating costs in the back office
Studies show up to 40% operational cost savings from
increased productivity
Back office inefficiency and errors has been shown to
drive up to 20% more agent interactions
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Putting the ACD in the Back Office
9
©2013 Aspect Software, Inc. All rights reserved
Real-Time Capacity Planning & Line Balancing
11
Daily Capacity Plan Summary Report
Real time view of all
outstanding work
Prioritisation in line with
customer demand
Real time capacity
planning at all
organisational levels -
multiple teams, multiple
sites
Line Balancing across
teams to match supply
and demand
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Work Prioritisation and Allocation
12
Visibility of staff
available, actively
working or idle
The Allocation function
Real-time view of
unallocated and allocated
work; service priorities
(task target date and
process target date)
Supports manual,
assisted & fully
automated work
allocation
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Real-Time Performance Monitoring
13
Snapshot of team
progress against plan
Progress Chart and Progress Detail
Real time monitoring of
individual performance -
coach, challenge &
cheerlead
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Proven Success Across Outcomes that Matter
14
Early adopters of
back-office WFO
solutions are realizing
very significant
savings, ranging from
20% to 40%. Donna Fluss, DMG, The Missing Links
in Back-Office Business Process
Management (sponsored by Aspect)
Increase in occupancy/ utilization1
Increase in back office productivity2
Decrease in scheduling time1
Decrease in back office staffing costs2
Decrease in administrative management1
Improved fulfillment productivity3
Increase in reporting productivity4
Decrease in calls to supervisor hotline3
Decrease in order processing time3
Adherence level achieved1
10%
20%
30%
35%
35%
35%
50%
50%
50%
90%
1. Nucleus Research, Aspect ROI Guidebook, 2013, 2. eg solutions plc case studies,
3. Catalyst Rx, Aspect Back Office Case Study 4. IDC
©2013 Aspect Software, Inc. All rights reserved ©2013 Aspect Software, Inc. All rights reserved
Achieve a unified front,
from front to back
©2013 Aspect Software, Inc. All rights reserved 16
Aspect offers the only Integrated Platform
Contact Center
Workforce Optimization
Back Office Optimization
Automated Self-service
Intelligent Multichannel Contact Routing
Compliant Proactive Outreach
Interactive Mobile Self-service
Social Customer Care
Unified Reporting and Administration
Workforce Management
Performance Management
Quality Management
Speech, Text and Desktop Analytics
Data-Driven Operational Decisions
Real-Time Work & Task Management
Measurement against Proven KPIs
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 ©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Thank you for your attention!
Andras Gortvai Channel Sales Manager
Eastern Europe & Austria
+43 699 170 722 34