Empowering Agents through Self-Guided Feedback

Transcription

1 Empowering Agents through Self-Guided Feedback Laura White Director We ll begin the webinar at approximately 1:01 pm EST. CX360 David Martinsen Director Business Intelligence

2 Today s Educational Webinar Empowering Agents through Self-Guided Feedback is sponsored by the following partners

3 WEBINAR LOGISTICS The webinar will be recorded and available 48 hours after presentation Use the Questions panel to ask questions which will be addressed at the end of the presentation If you are having audio quality issues, set your audio to telephone and dial-in If from the UK click Additional Numbers to view other regional numbers LISTEN T O Y OUR CUSTOMERS IM PROVE Y O U R BUSINESS 3 Proprietary and Confidential, CallMiner Inc.

4 Empowering Agents through Self-Guided Feedback David Martinsen Director Business Intelligence Laura White Director CX360

5 About The Results Companies 20+ Years of Habit-Forming Success Results is a leader in Customer Experience management. Exceptional experiences institutionalized through CX360, our award-winning operational model. Driven by performance, organization has grown organically. Experienced in a broad range of programs with a 60% to 40% revenue split between service and sales. Flat organizational structure provides personal attention and flexibility to drive the business to meet KPIs and ensures focus through hands-on, responsive management. Our Award - Winning Operational Model Exceptional experiences powered by a synergistic blend of People, Knowledge & Empowerment Nimble Partner-Centric Flexible 5

6 People, Knowledge & Empowerment The DNA of a Customer Experience Company Delivering A Global Award-Winning Operating Model Results University Mastering The Big Five Implementation Process F.A.C.T. Studies INSIGHTS GATEway Assessment 2013 Key Provider in Partner s #1 American Customer Satisfaction Index 2014 Best Voice Excellence Company of the Year 2014 Top 100 Ranking: Leader International Association of Outsourcing Professionals 6

7 EU RE KA - USED TO EXPRESS EXCITEMENT WHEN A DISCOVERY HAS BEEN MADE Empowerment Communication Engagement 7

8 OBJECTIVES 1 2 Facilitate a systematic and seamless overall adoption of MyEureka in operations and end users (Coaching The Results Way, CTRW) Identify success and gaps in the pilot score built for further scorecard tuning 8

9 MYEUREKA CRITICAL PATH 1,000 ASSOCIATES AT A TIME 7 Days 5-10 Days 10 Days Tech Prep 5-7 Days User Testing (2 days) Training Build Completion Launch Adoption (Acclimation & Usage) Feedback (Surveys & FGDs) Handoff to Operations Technology User Group Roster, AD Group, Entity Mapping will vary from 2 days to 7 days depending on the availability of user groups in active directory and the size of the pilot/launch group Training will vary depending on the size of the group Launch to Ops Handoff includes Launch, acclimation to the tool, usage, gathering of feedback for tuning and handoff to operations is 10 days 9

10 MYEUREKA COMMUNICATION & ENGAGEMENT PATH Teaser 7 days before launch Teaser 2 days before launch Exec Letter 1 day before launch Notification Launch Day Process Reminder 5 days after launch Exec Letter 7 days after launch Process Reminder 12 days after launch Adoption Survey 15 days after launch Thank You Letter 16 days after launch Pre Launch Kick off calls and Train the Trainer sessions with Account and Site Operations Launch War room bridge (pilot only) to address questions/concerns real time Post Launch VOC M establishes office hours and monthly feedback sessions 10

11 COACHING METHOD INTEGRATION Inspect Follow up! Review Performance Metric, QA, CIR, 3 Steps Preparation Root Cause Analysis Trending, Isolate Behavior MyEureka digests all of your associatecustomer interactions Turns data as consumable performance review Set Expectations Call for Commitment, Reinforcement 3 Steps Delivery Check for Understanding Involve, Skill Transfer Develop Coaching Strategy Method, Approach, WINs Ability to establish trends Identify opportunities and isolate behavior Presents actionable data 11

12 FEEDBACK LOOP Frontline feedback via Employee Voice Update change log and feedback log LOE of 2 hours or less is completed by VOCM. LOE of greater than 2 hours is Build Team. Monthly Focus Group with Operations (4 weeks post launch and going forward) Direct contact with VOCM ( , phone call, etc ) VOCM intakes all feedback Daily Weekly Monthly Identify tuning need and determine owner (VOCM or Build Team) Provide feedback on real time enhancements made (VOCM) All feedback for OOTB Searches and/or CTQ Searches go to Build Team for scoping Weekly Touch Base with Build Team to understand progress Communicate to account larger Build progress (updates coming what and when) Mapping & Custom Tile random check (first 3 weeks of launch) Communicate with AOM/AOD on general feedback received and gather feedback from them RNET notification of recognition for updates made based on feedback (first 3 months post launch) Open Office Hours (First 3 weeks post launch) Quarterly RNET notification of recognition for updates made based on feedback (after first 3 months post launch) Monthly AOM/AOD Feedback Sessions AdHoc Check Mapping & Custom Tiles when there is a system enhancement/upgrade Check Mapping & Custom Tiles when scores are changed Establishment of a feedback loop assists to drive the level of adoption and engagement needed for further tuning and enhancements with how we use myeureka 12

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15 DEPLOYMENT UPDATES 110 Phase I Entertainment Single Site Pilot Kick off occurred on 09/19 Handed to Operations and VOCM on 10/17 for Sales 115 Phase II Entertainment All Site Pilot 13 day multi-site pilot ended 10/20 Positive feedback and a GO given for ALL IB Sales 610 Phase III Entertainment All Site Launch Kick off occurred on 10/22 Handoff to Operations and VOCM on 10/31 for all IB Sales 1,500 Phase IV Healthcare All Site Launch Kick off occurred on 10/29 Handoff to Operations and VOCM on 11/07 for all LOB s Phase V Telecommunications Telesales Kick off occurred on 11/05 Handoff to Operations and VOCM on 11/ Phase VI Telecommunications Prepaid 1,800 Kick off occurred on 12/10 Handoff to Operations and VOCM on 12/19 Phase VII Entertainment Care & Saves 750 Training started on 01/13 Kick off occurs on 01/19 (Care) and 01/26 (Saves) JANUARY 2015 (EOM) 5,215 Associates 415 Leaders Self-paced training option Completed (11/2014) SOP documentation, TTT, and transition with VOC Team Completed (12/2014) myeureka upgrade to version 9.4 (new hierarchy) Completed (01/2015) 15

16 TESTIMONIALS Team Leader: The benefit to me as a coach is that myeureka helps me to quickly identify and target behaviors for developing my team members. Associate: I like seeing where I am in the ranking compared to the rest of my team, it helps drive good competition. Manager: My supervisors like the dashboard because it helps them to better prepare for their coaching sessions and makes it easier to coach with this data. Associate: I like how 100% of my calls are measured and I can see how I m doing on my dashboard each day. Team Leader: My team members are thrilled to get to see their QA scores real time. 16

17 ADOPTION SURVEY Let s take a survey question with our Webinar Attendees: Do you believe that Automated self guided feedback would be beneficial to your call center s agent and supervisor population? 17

18 ADOPTION SURVEY Initial survey results serve as a baseline for future accounts rolling onto myeureka to gauge the areas of opportunity for further employee engagement needs. 18

19 THINGS TO CONSIDER Assign a dedicated rollout Project Manager Partner rollouts together with your key stakeholders Engage communication at all levels, not just the front line users Don t let great by the enemy of good Set up your metadata with the end in mind Internal hierarchy maintenance is key Keep a constant pulse on the front line users Leverage your CallMiner relationship manager Make myeureka an everyday habit TIPS 19

20 EMPOWERING AGENTS THROUGH SELF-GUIDED FEEDBACK 20

21 PERVASIVE BI IN THE CONTACT CENTER Contact Analytics brings business intelligence directly to every role Marketing Everyone within the Line of Business has direct access to timely information they can understand and act on. Including and especially Agents. p a g21 e 21 Proprietary and Confidential, CallMiner Inc.

22 Automating Performance Management Search, analyze, discover Conduct root-cause analysis Configure categories & scores Supervisor/agent portals Direct performance feedback Aggregated view of all KPIs Real-time monitoring, alerting Agent next-best-action guide Supervisor command post protected by LISTEN T O Y OUR CUSTOMERS IM PROVE Y O U R BUSINESS 22 Proprietary and Confidential, CallMiner Inc.

23 Eureka transforms performance management for the largest global enterprises and for smaller contact centers by: Automating contact categorization and scoring Providing objective and consistent scoring on every contact Delivering fast and efficient performance feedback Making it easy to act on performance feedback Aggregating all key metrics and indicators in a single view T H E L E A D I N G A L L C H A N N E L A N A L Y T I C S C L O U D S O L U T I O N F O R I M P R O V I N G P E R F O R M A N C E p a g23 e 23 Proprietary and Confidential, CallMiner Inc.

24 WHAT IS? Personalized performance portals that provide contact center managers, supervisors, and agents direct access to comprehensible and continuous feedback, driving sustainable performance improvement. Infocision > Collections Team > Cedric Stone p a g24 e 24 Proprietary and Confidential, CallMiner Inc.

25 VIEWS FOR DIFFERENT PERSONAS Supervisors/ Managers Analyst Delivering the right information at the right time to the right person In a customizable, easy to consume and simple to maintain, system Agents p a g25 e 25 Content Creator Proprietary and Confidential, CallMiner Inc.

26 THANK YOU!!! We do things differently. We do things better. We expect greater. 26

27 Many thanks again to our partners for sponsoring today s Educational Webinar on Empowering Agents through Self Guided Feedback. 27

28 LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. Contact CallMiner for a test drive! linkedin.com/company/callminer facebook.com/callminerinc [email protected] Solution acquisition costs adjusted based on results achieved Results tied to defined benchmarks during customer engagement Available to qualifying contact centers and BPOs Upcoming webinar: Next webinar is scheduled for March 26 th at 1:00PM Improving Sales Effectiveness through Automated Analytics featuring Defender 28 callminer.com/webinars