First realization - this is hard. Really hard.

Transcription

1

2 First realization - this is hard. Really hard.

3 Customers Are Dynamic

4 Workforces Are Static

5 The status quo is inefficient. Change is needed

6 Intraday Management is Critical More than 60% cite intraday management as critical to contact center operations. 100% Extremely painful 80% 60% Extremely important Extremely important Intraday management is how contact centers make money. If we overstaff we don t make money. If we understaff, we don t hit KPI s. 40% Important Somewhat important Somewhat important - Director of Contact Center Excellence, Contact Center 20% Neither important nor unimportant Neither important nor unimportant Somewhat unimportant Somewhat unimportant 0% Not at all Important Not at all Important Phone Interview, n=17 Survey Respondents, n=63 Source: 3 rd Party Independent Consulting Group

7 Calculated by % It s Also a Huge Pain Point While call volume variability and creating time for agent training present some of the biggest challenges, many intraday tasks register as significant pain points Finding time for training is easily one of the hardest things. Sr. Director of Contact Center Excellence, Contact Center 10 0 Source: 3 rd Party Independent Consulting Group

8 The Result of Manual, Reactive Processes Information flows from multiple, siloed systems, including the ACD and WFM, forcing real-time teams to react, negatively impacting service delivery and costs. Extremely painful ACD / Telephony System WFM Reduced Csat Inflated Costs I had an entire team of folks that did nothing but monitor and make adjustments throughout the day They were just focused on figuring out when the forecast wasn t meeting the actual. Director of Contact Center Excellence, Contact Center Poor Performance Attrition Source: 3 rd Party Independent Consulting Group

9 Ready or not The contact center revolution is upon us

10 Good News Intraday Automation presents a transformative opportunity for contact centers to alleviate significant pain points, improve service and reduce costs. Learning Management Channel Management Reskilling Task Management A growing percentage of contact centers are automating intraday activities Real-Time Adherence Staffing Management Reporting Do not perform Fully manual Manual, some software Mostly automated Fully automated Source: 3 rd Party Independent Consulting Group

11 Better for Customers

12 Year-over-year percentage change Intraday Automation Better for Customers Intraday Automation users drive superior customer experiences. 12.0% 12.0% Intraday Automation Users 8.0% Non-users 8.5% 4.0% 5.8% 4.9% 0.0% 3.2% 1.2% -3.2% -4.0% -4.6% -4.9% -6.6% -8.0% Number of positive mentions through social media channels Change in customer satisfaction Improvement in average handle time Non-compliance frequency with internal and external contact center regulations Customer retention Source: Aberdeen Group, May 2015

13 Better for Business

14 Year-over-year percentage change Intraday Automation Better for Business Intraday Automation users enjoy operational excellence. 8.0% Intraday Automation Users Non-users 4.0% 4.2% 6.7% 5.8% 5.8% 4.2% 0.0% -1.3% -2.0% -3.5% -3.1% -4.0% -7.7% -8.0% Agent utilization rate Agent productivity Improvement in agent overtime costs Number of quality SLAs met Improvement in time spent by supervisors assisting contact center agents Source: Aberdeen Group, May 2015

15 Early Adopters Praise the Benefits What users are saying about Intraday Automation technology. 100% 80% 60% 40% Extremely Beneficial Extremely beneficial The sheer amount of training we distributed with our automated intraday software provided us with a concrete ROI. Director, Field Service Operations, Contact Center 20% 0% Somewhat Beneficial Benefit of Automated Intraday Software Source: 3 rd Party Independent Consulting Group

16 Better for Those Who Serve

17 Why is Intraday Automation So Powerful? WFM ACD Performance Mgmt LMS Speech Analytics Social Analytics Automate intraday / real-time processes, convert idle time into productive time, route work No changes to any underlying systems minimal deployment effort The only way to reduce complexity and achieve goals: - Productivity - Agent Engagement / Performance - Customer Experience Back-Office

18 Thank you! Ellen Hoy