Optimize your Workforce for Customer Contact in Social Marketplace

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1 Optimize your Workforce for Customer Contact in Social Marketplace Spence Mallder GM Workforce Optimization & CTO

2 The Contact Center Is The Cornerstone Of Customer Experience Our contact center strategy is a cornerstone of our customer experience strategy We are in the process of aligning our contact center strategy to our customer experience strategy Our contact center is seen as a cost center - not aligned with our customer experience Source: Aspect/Forrester 2012 Survey of 300+ top North American Contact Center Decision Makers 2

3 Social Media in the Contact Center: Easier Said Than Done Agent No context for the social interaction Rekeying, retyping and updating multiple systems Inability to leverage existing processes for social responses disconnected from process Customer Result: Manager No ability to measure success of social efforts No comprehensive real time metrics across agents and work groups No easy way to control overall flow and resource allocation A social monologue no one is listening, no one cares! 3

4 Empower your Workforce to Manage Social Dialogue Aspect Social On demand product purpose-built for the contact center Focus and measure social service efforts and outcomes Capture, prioritize and assign social interactions to the right team prioritize Maintains the context of social conversations Enables proactive care for the social customer deliver to appropriate agent

5 Aspect Workforce Management Enabling the Social Agent Forecast, track and schedule agents managing Social Interactions Leverage automated workforce management to accurately forecast contact data, create agent schedules and track staffing performance Leverage statistics of past social posting activity combined with known promotional activity or known product/service issues to forecast future activity Segment your Social Agents by subject matter expertise Create Social Agent schedules based on roles and forecasted traffic Build routing rules to allow mapping of social posting types to these SMEs Build text analytics queries that enable routing based on data within social posts Leverage WFM desktop and mobile tools to allow SMEs to manage their schedules Track performance against targeted response times and other KPIs 5

6 It is critical to also look at the Back Office 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 61% of organizations have their front office contact center and the back office report to the same internal organization. Source: Saddletree Research, Survey with members of the National Association of Call Centers (NACC) 24% combine the scheduling of back office personnel with front office personnel; 15% use the same scheduling software for both back and front office. Source: Saddletree Research, Survey with members of the National Association of Call Centers (NACC) 6

7 Aspect Back Office Process Optimizer Aspect s workforce optimization solution can Reduce the number of staff required to meet a given SLA or turn around time Long term budgetary forecasting capabilities that model annual & seasonal fluctuations in task volume Optimize SLAs/turn around times vs. backlogs vs. staff Vacation, training, and meeting planning Measure and plan seat utilization Provide better insights into tasks and employees Employee schedule adherence reporting Employee and task level productivity reports Employee coaching Data capture Capture data through employees desktops or through APIs 7

8 Aspect Back Office Process Optimizer Planned for Q1, 2013 Work Distribution Back office forecasting and scheduling High Level Solution Blueprint White Mail SMS Imaging BPM / CRM Task Manager Task /Skill assignment Status Disposition eg Processing Data Planning Forecasting Scheduling Real time Adherence Daily Activity Tracking Aspect WFM Core Processing System Web Services Integration / Adapters Desktop Analytics Desktop Automation Dashboards Employee Productivity Reporting Coaching Alerts APM SQL Aspect Performance Management Event Collection