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Solving Problems for the Contact Center

Solving Problems for the Contact Center. Data Visualization and the Power of Perspective. Improving Communications…from the Contact Center, to the Enterprise. We’re under attack!. Rick Daley Solutions Design ContactUs Communications Better People. Better Process.

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Solving Problems for the Contact Center

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  1. Solving Problems for the Contact Center Data Visualization and the Power of Perspective Improving Communications…from the Contact Center, to the Enterprise.

  2. We’re under attack! Rick Daley Solutions Design ContactUs Communications Better People. Better Process. Better Technology. 1108 City Park Ave Columbus, OH 43206 (614) 984-2399 Data coming everywhere…won’t stop…send HELP!! Adherence SLA Customer Surveys Chat ACD Speech Analytics CRM AHT Abandonment Occupancy FCR Email ACW IVR ASA Social Media WFM Quality Monitoring Budget www.ContactUSInc.com

  3. With Big Data Comes Big Problems… Single day data file too big for Excel A tangled mess…Joining multiple tables Tool latency inhibits adoption • Storage • Database Performance • Indexing • Disk I/O • Joining Tables • CPU / RAM www.ContactUSInc.com

  4. We Won’t Use What Isn’t Useful All reporting and no analysis makes Jack a dull boy Tools go untouched, investments go stale • Too many reports! • Flat rankings from multiple data silos • Every picture incomplete • Too much time to do too little • Risk taking action based on incomplete data www.ContactUSInc.com

  5. Spot the Top Performer We need more data, a single metric doesn’t paint the complete picture… Agent A Agent B AHT- 6:40 AHT- 5:45 Calls Handled 50 50 Good start, but there are more levels for comparison… FCR 93% 70% When you add it all up, the perspective shifts. Work Minutes w/Callbacks 350 374 www.ContactUSInc.com

  6. How quickly can you find the problem areas? How quickly can you find the strengths in performance? It’s time to move past static tables, and look at data a whole new way… www.ContactUSInc.com

  7. Top Performer Size Reflects Call Count… Small Bubble=Fewer Calls Y-Axis = FCR And visualize data with a new perspective Each Bubble represents a Supervisor’s Team X-Axis = Duration Clusters show opportunities for business process improvement Individual Opportunities for Improvement www.ContactUSInc.com

  8. Now the Team Data is Filtered by Speech Analytics…Only Billing Calls www.ContactUSInc.com

  9. Now the Team Data is Filtered by Speech Analytics…Only Cancellation Requests www.ContactUSInc.com

  10. Some need to focus on handling time Top performers stand out Even at the CSR level, the picture is very telling at a glance… Big Bubbles represent more calls…focus on them first for improvement Some need to focus more on FCR

  11. Driving User Adoption Give users something they don’t already have Find creative ways to train employees on your systems People won’t use tools they don’t understand • Gamification • Scavenger hunts help employees learn to navigate a complex system • Team building opportunities and fun competition www.ContactUSInc.com

  12. Coming Attractions Identify Workflow Issues Compare Quality against Productivity, or Talk Time against ACW See the results of process improvement, helpful for budgeting and forecasting • Desktop Analytics • X / Y Axis Choices • Adherence • Productivity • Quality • AHT Components • What If…Modeling • Results of bottom quadrant improvement www.ContactUSInc.com

  13. Thank You! Contact Info: Rick Daley Solutions Design 614-406-7657 rdaley@contactusinc.com  That’s not me.

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