Today s Contact Center - Complex, Siloed and Manual

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2 Today s Contact Center - Complex, Siloed and Manual WFM ACD Performance Mgmt LMS / Chat Mgmt Social Mgmt Voice Analytics Service Level Reports Training Productivity Voluntary Time-Off Voluntary Overtime Reduced Csat Coaching Adherence Mgmt Skill Mgmt Demand Slows Inflated Costs Customer Satisfaction Demand Spikes FCR Poor Performance Attrition Queue Mgmt Cost Management Scheduling Agent Engagement

3 The status quo is inefficient. Change is needed

4 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

5 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 Most Important Second Important Third Important Contact center managers report that the average agent spends ~20% of their time idle Most contact centers express chronic difficulty in handling unexpected spikes in call volume Managers also have a hard time making space for agent development while maintaining performance Finding time for training is easily one of the hardest things. Sr. Director of Contact Center Excellence, Contact Center Source: 3 rd Party Independent Consulting Group

6 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

7 That Are Performed by Managers A significant portion of workforce management teams time is spent on intraday activities, versus developing agents or helping the center achieve its goals. 50% 40 Size of Workforce Management Teams in Contact Centers 40-45% of contact center managers are involved with WFM and/or intraday WFM 43% There are certain schedules that are limited in terms of access so to edit that based on reports I need to speak to a workforce manager who analyzes what s going on It s really inefficient. Contact Center Team Manager, Contact Center The average contact center employs 4 managers for every 100 call agents 4% Ratio of Managers to Agents Ratio of Intraday Managers to Workforce Managers Contact centers with 100+ agents When we need to make switches in directing call volume, we have team coordinators do that. It depends on the particular area they re working in but we have up to 12 or 15 such managers in some departments. - Program Management Consultant, Contact Center Source: 3 rd Party Independent Consulting Group

8 Ready or not The contact center revolution is upon us

9 The 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 Real-Time Adherence n = 63 Currently, only a small (but growing) percentage of contact centers are automating intraday activities Staffing Management Reporting Do not perform Fully manual Manual, some software Mostly automated Fully automated Source: 3 rd Party Independent Consulting Group

10 Year-over-year percentage change Leaders Clear Market Separation Contact center leaders outperform followers across key service and productivity metrics. 12.0% 13.8% Leaders Followers 8.0% 8.1% 7.9% 4.0% 5.8% 5.1% 4.5% 3.2% 0.0% -0.7% -5.4% -4.0% -2.9% Number of positive mentions through social media channels -3.2% Change in customer satisfaction -4.9% Improvement in average handle time -2.4% Number of quality SLAs met -3.1% Agent utilization rate Agent productivity Improvement in agent overtime costs Source: Aberdeen Group, May 2015

11 Intraday Automation Fuels Leaders The capabilities of Intraday Automation were cited in 3 of the top 4 strategies employed by leading contact center leaders. Adopt an Intraday Automation Initiative to Streamline Contact Center WFO Activities Customize Agent Training Based on Individual Assessments Hire Agents Based on Competences of Most Successful Agents Leaders Automate Key Activities 0% 10% 20% 30% 40% 50% Source: Aberdeen Group, May 2015

12 and Early Adopters Praise the Benefits What leaders are saying about Intraday Automation technology. 100% n=16 Extremely beneficial Extremely beneficial Somewhat 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 With our automated intraday software, we don t have to rebuild our entire set of tools because it has a flexible architecture. The sky is the limit now. Intraday Automation User 0 Benefit of Automated Intraday Software Source: 3 rd Party Independent Consulting Group

13 What s stopping you? Start your own revolution

14 Awareness is the Main Barrier to Adoption Current non-users express strong interest in Intraday Automation, but cite a lack of awareness confusion with their WFM as the key reasons for not adopting it. I would be super excited by something that could automate intraday tasks, but I didn t know it existed. Operations Manager, Contact Center I ve never heard of the concept because no automated intraday software vendors have come knocking on my door. I d definitely look into them though, I love the concept. - VP of Contact Center Technology, Contact Center Source: 3 rd Party Independent Consulting Group

15 Intraday Automation - The Next Frontier Intraday Automation transforms your operations from manual and reactive to automated and real-time. Significant Productivity, Agent Engagement / Performance and Service Delivery benefits Source: Intradiem

16 It s easy to turn your data into real-time adjustments to frontline workforces. Task Management Real-time Adherence Alerts & Notifications Intraday Staffing Reskilling Channel Balancing

17 Delivered best-in-class customer service by training agents during dips in call volume. Raised J.D. Power quality rating from #3 to #1 Named most improved U.S. company in customer satisfaction over the last six years Delivered agent-specific training based on performance Improved FCR in Customer Service by 3% Improved FCR in Tech Support by 4.5% Increased training velocity by 600%

18 Be a change maker. Prompt a revolution