SO YOU’VE IMPLEMENTED NICE PERFORMANCE MANAGEMENT … › wp-content › uploads › 2016 › 06...

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SO YOU’VE IMPLEMENTED NICE PERFORMANCE MANAGEMENT – NOW WHAT?Chris Bohle, Director of Application Delivery

#NICEi2016

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Initial Burning Questions

Who are you?

What are you going to talk about today?

And what does that have to do with me?

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Who Are You?

• Chris Bohle – Director of Application Delivery @ Canidium

1986 1993 2002 2007 2010 2012 2013 2016

Chris starts working with Merced Performance Suite in January. In

February, first gray hair is spotted on Chris’ head.

While attending Appalachian State

University, Chris identifies % of Ramen Noodle Meals

as a Key Performance Indicator (KPI).

NICE is formed in Israel. Back in Virginia, Chris

the toddler has an accident (purely

coincidental).

Chris joins Canidium, tasked with building a

NICE delivery capability. Purchases large quantity

of Starbucks stock.

NICE acquisition of Merced is finalized,

thanks in part to Chris’ successful MPS projects

(right?).

Chris starts new job at Accenture, tasked with growing their Service

Transformation practice, as well as saving the Post

Office.

Chris listens in as his father makes yet another

disgruntled call into AOL’s customer service department. A lifelong

passion for quality customer service is born.

Canidium’s NICE Practice now supports dozens of WFO projects around the world, and Chris has the

greatest team ever!

#NICEi2016

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Canidium Background

• Founded in 2008• Focused on delivery of strategic & application services for Sales & Service

Performance Management• Houston – Fort Collins – San Jose (CR)• Brand new website! (shameless plug) – www.canidium.com• Come visit our booth! (if you haven’t already)

• Common Misperceptions…• We are not Canadian• Not an element in the periodic table• Please don’t call my colleagues “Can-idiots”

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What are you going to talk about today?

Going live with a new NICE Performance Management (NPM) solution is only the beginning of the journey towards achieving a high performing customer service organization. Join Canidium's NPM expert Chris Bohle as he walks through case studies exploring post-

implementation success and talks about how you can keep your NPM solution dynamic and engaging.

Really, today’s about 3 things…

1. NPM’s evolution & place within the Workforce Optimization product suite2. What other customers are doing with this application 3. What you should be doing with this application

#NICEi2016

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What does this have to do with me?

• Existing NPM Users• A LOT of change in the product over the last 12 years• There’s probably A LOT of data & content in your application• There are probably A LOT of features (esp if you’re on 6.x) that you’re not using• You’ve probably encountered challenges with administering the app (esp if you’re on 6.x)

• New / Potential NPM Users• If you have other NICE products, you’re probably an integration candidate • Shortcomings in your reporting, coaching program and/or agent performance?

• Very enthusiastic about Customer Service enterprise software

#NICEi2016

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Introduction

The NPM Product – An Unofficial History

What We Do With NPM (a lot!)

Case Studies – New Stuff, Old Stuff, Ongoing Stuff

What The Future Holds

What It All Means For You

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How NICE PM came to be…

• 2001 – 2005• Merced Systems launches in SF Bay Area• Flagship product is Merced Performance Suite (MPS)

The beginning…

• 2005 – 2012• Lots of large companies start using MPS• Product evolves from initial versions to 3.x and 4.x

• 2012 – 2014• NICE acquires Merced in Jan 2012• Planning begins for version 6.x of product

• 2014 - ??• Liferay portal, gamification, user profiles • Pluggable into most other products within WFO

Full Integration

MPS à NPM

MPS hits its’ stride

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So What Does NICE PM Do These Days? (as of 2016…)

• Data consolidation for centralized source of KPI’s• Automated hierarchy management• Temporal reporting capabilities• Guided coaching with custom workflows and the Best Practice Library• Incentivize performance with games & challenges• Encourage collaboration and friendly competition across teams & sites• Serve as backbone for broader WFO solution

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• User Interface Look & Feel• Menu bar / left-nav changes• Liferay & content management• Best Practice dashboard design – scorecard à root cause analysis à call to action

• Performance Improvements (ETL & UI)• Kimball cubes, report caching, infrastructure improvements

• Streamline Level of Effort to Implement• Ongoing initiative, but 6.5 represents huge leap forward

• Maintenance & Administration • Challenges with 6.x – more services & more features also means more moving parts• Training & education is critical

Product Themes Over The Years

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Introduction


What Canidium Does With NPM (a lot!)

Case Studies – The New, The Old & The Ongoing



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Canidium’s NPM Delivery Life Cycle

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Implementation Services

New Installs Upgrades

Managed Services

New Features

Hosting & Support

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Webinars

Social Media

Presentations

Marketing & Thought

Leadership

Consulting & Strategy

Technology Assessment

Business Process

Improvement

Coaching Strategy

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Lots of global growth –especially in CALA, APAC & EMEA

Where we support NPM projects

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Common Customer Challenges We’ve Observed

• Bundled solutions• Sales, Product & Delivery not always in sync• Cross-product knowledge scarcity = large, complex implementation teams

• Maintenance & administration – esp on 6.x• Unawareness of new (and old) features

• Gamification, social tools, AWB, BPL, integration opportunities

• Upgrades…• Historically very difficult to jump from major release to major release

• Adoption not a KPI• Needs to be monitored, tracked and improved upon (or at least maintained)

• Coaching effectiveness rarely measured• Event charts & other ways to do this

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Introduction






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• Business-driven requirements

• Software upgrades

• New software features

• Data sources & downstream content

The Three General Operating Modes Post-NPM-Deploy

We Need New Stuff!

• Antiquated org chart

• Too many reports & dashboards

• Data overload bogging down job performance

• Hardware/software

We Have Too Much Old Stuff!

• Agile release cycles

• Consistent delivery of new content & updates vs. one-time projects

• Administration activities

We Have Constant Ongoing Stuff!

• Following the launch of a new NICE PM solution, most customers will ultimately find themselves in at least one of the following states at any given time…

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• Challenge – in 2015, this customer had an influx of business requirements coming in from their stakeholders, but were unsure of how to prioritize and deliver them all quickly, especially since some were inter-related

• New Data Sources for FCR & Retention metrics• Segmentation Initiative to re-map and re-organize their call splits• Re-designed Automated Org Chart (AOC)• Content clean-up (reports, metrics, dashboards, forms)

New Stuff Case Study #1 – Large Insurance Company

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• Challenge – the customer team needed to upgrade both their NPM & ICM applications at once, have them co-exist on the same shared NICE platform, and also transition from physical Windows machines to a virtualized Linux environment

• Eventually got both products running on a single NICE platform, the first customer with this solution

• Addressed end-of-life support issues for both NICE and Windows

New Stuff Case Study #2 – Hospitality & Tourism Company

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• Challenge – this company’s acquisition of an existing Merced customer in 2008 meant managing two distinct NPM applications for agents handling incoming claims

• Hardware savings from conversion to hosting• Administration savings from having to maintain two sets of hierarchies, metrics, reports,

etc.• Streamlined data sourcing and data loading

Old Stuff Case Study #1 – Large Insurance Company

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Old Stuff Case Study #2 – AOC Re-Design & Data Clean-Up

• Challenge – as customers’ implementation of NPM ages, their process for managing changes to their organization’s hierarchy inevitably becomes outdated, and old data can cause all sorts of issues

• Large Insurance Company• Telecommunications Company• Automotive Manufacturer

• Hierarchy structure changes• Data sourcing changes• New/modified scenarios & logic• Maintainability

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• Challenge(s) – the customer team was struggling to increase adoption and needed a comprehensive road map that addressed site expansion, integration of new features, and a few shortcomings that needed some attention

• New Coaching Opportunity form & workflow• Integration between NPM & Call Recording (Engage)• Addition of a new site and all that entails…• Coaching Effectiveness reporting & Best Practices Library growth• AOC re-design• Data Sourcing for new metrics

Ongoing Stuff Case Study – Automotive Manufacturer

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Introduction




What The Future Holds for NPM

What It All Means for You

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Product Roadmap Themes

• Ease of Administration• Initial implementation much easier starting with 6.5 – pre-built data load jobs, reports, etc.• Tools being built to facilitate upgrades• Re-focus on training & education

• Coaching Features• TNG – The Next Generation coaching module

• Integration Opportunities• More and more bundled solutions across WFO becoming available

• Continued Focus on Social & Collaboration• More Gamification features

• “All in” on 6.x as remaining 3.x / 4.x customers work through the upgrade process

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Customer Service Performance Management Themes

• Better linkage between agent performance and customer experience • How do agent performance improvements move the needle on our customer satisfaction?

• Managing multiple communication channels• Data implications – more, more, more• KPI implications – how to measure and what to measure • CX implications – how to organize and prioritize content effectively

• Mobile• Facilitate real-time coaching & info capture• Part of overall shift from call center to contact center

• People, Process, Technology alignment

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Introduction




What The Future Holds for NPM

What It All Means for You

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Where to Go With Your NICE PM Application

• Existing NPM Users• Which mode of Post-NPM-Deploy are you in?• Do you know your adoption metrics?• How do you drive continuous improvement?• How much time is spent per day/week/month managing the system and can that be handled more

efficiently?

• New / Potential NPM Users• Talk to your stakeholders on both business and IT side about contact center reporting, coaching

and agent performance• Feel free to reach out if you want more info or want to assess candidacy for NPM

• Very enthusiastic about Customer Service enterprise software• How cool is all this??

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Share your thoughts with #NICEi2016 and your feedback using the NICE app

NPM Session Guide – “Driving Employee Performance & Engagement”Day/Time Title Topic Speaker Intended Audience

Session #1TUE.11:30am-12:15pmRoom: Crystal G1

Adaptive NPM: The Next Generation NPM Product Roadmap Partha Singamaneni, NICE

Current and prospective NPM customers.

Session #2TUE.2:00pm-2:45pmRoom: Crystal G1

Realizing continuous ROI with NPM: Right Data, Right People, Right Time

NPM User Adoption Steve Cerezo and Suzanne Belber, Pepco Holdings, Inc. (Utility Company)



Millennials: Don't Fear Them… Manage Them! Managing Millennials with NPM Rolf Snyder, NICE Current and prospective NPM customers.


Get X-Ray Vision with Performance Management NPM Product Overview/Intro Barb Bleiler, NUG President

Prospective NPM customers.

Session #5WED.10:00am-10:45amRoom: Crystal G1

Performance Execution with Coaching NPM Coaching Programs Peg Peterson, Master Coach, formerly of Sprint


Session #6WED.11:00am-11:45amRoom: Crystal G1

Ask the Experts: NPM Tips & Tricks NPM Technical Q&A Panel Pepco, Ricoh USA. NICE panelists: Diana Leccese, Rolf Snyder,Partha Singamaneni.

Current NPM customers only. Technical focus.

Session #7WED.1:00pm-1:45pmRoom: Crystal G1

So You've Implemented NPM. Now What? NPM Use Cases Chris Bohle, Canidium Current and prospective NPM customers.

Session #8WED.2:00pm-2:45pmRoom: Crystal G1

Gaming the System: Employee Engagement with Gamification

NPM Gamification Diana Leccese, NICE Current and prospective NPM customers.

SO YOU’VE IMPLEMENTED NICE PERFORMANCE MANAGEMENT … › wp-content › uploads › 2016 › 06...

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