cc tech fund wbt storyboard chapter 4

8/8/2019 CC Tech Fund WBT Storyboard Chapter 4

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© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.

Chapter 4

Supervisor Challenges

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© 2009 Avaya Inc. All rights reserved.

Chapter 4 Objectives

After completing this chapter, you will be able to:4 Identify the supervisor imperatives surrounding reporting,

contact routing, Intelligent Customer Routing, and workforcemanagement

4 Match the supervisor imperatives to the Contact Center solutions that address those challenges

4

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–

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Supervisor Imperatives

Chapter 4, Section 1

3




Section 1 Objectives

4

After completing this section, you will be able to list thechallenges and imperatives that Contact Center Supervisors face.

4

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–

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Supervisor Imperatives

Report on Results

Customer Treatment and Intelligent Routing

Routing Options

Workforce Optimization

5

Interaction:Add a vignette where the supervisor character is i




Reporting Solutions


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After completing this section, you will be able to:4 Identify the supervisor reporting challenges

4 Match the supervisor reporting challenges to the ContactCenter solutions that address those challenges

–

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Operational Effectiveness

SetGoals

CaptureData

Monitor Activity

AnalyzeDataTake Action

8



Avaya Reporting Solutions

4

Avaya Call Management System (CMS)4 Avaya IQ

4 Avaya Operational Analyst (OA)

–

9



Avaya Call Management System

Avaya Call Management System (CMS) is:4 A database, administration, and reporting application

designed for enterprises with a large volume of telephone calls and complex contact center operations

4 A turnkey solution with Sun Solaris platforms and

Informix database –

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CMS Benefits

CMS Reporting and Administration4 Instantaneous notification of any problem areas

4 Drill-down to more detailed information

4 Easily invoke administration to make changes

4 Fine-tune with historical data

– Right-size agent staffing

– Identify problem areas

4 Over 200 standard reports

4 Extensive customization capability

4

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Avaya CMS Supervisor

4

GUI access to reporting and administration server 4 Windows 2000, XP Professional, Windows Vista and

Windows 7

4 Threshold notification

4 Real-time, historical, and integrated reports

4

Agent administration4 Agent exception reports

4 Contact center administration

4 Report customization via Report Designer

4 Report wizards

12




Agent Adherence to Schedule

4

Contact Center supervisors can see if agents arelogged in or logged off, on time, and taking breaksas scheduled.

– Service levels depend on the last one or two agentsworking as expected.

– Counteracts lack-of-adherence, center overstaff,rising costs.

4 CMS Supervisor increases supervisor’s insight on howagents use their time.

4

4

Note how a dropof 2 agents 37 agents to 35 agents can cause

the average wait time to go from 24seconds to 84seconds

Service Levels depend on the last couple of agents working as expected

Number of agents working 38 37 36 35 34

Average Speed of Answer (sec) 14 24 41 84 261

Drop in Available Labor, from38 agents 2.6% 5.3% 7.9% 10.5%

Increase in ASA 71% 193% 500% 1764%

Agent Occupancy 73% 75% 77% 79% 82%

Assumes 500 calls per hour, 200 seconds/call AHT13




CMS Integrations with 3rd Party Applications

4 Avaya Professional Services (APS) provides offers to integrate CMS with 3rd partyapplications such as:

– Wallboards

• Work Force Management applications

– Avaya Workforce Optimization solutions

– NICE Call Recording

• APS Contact Analyzer (replaces NICE Analyzer)

• Cisco Intelligent Contact Management (ICM)

–

4

4

4

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Avaya IQ

4 Avaya IQ is a reporting and analytics platform that consolidates real-time data fromcustomer service solutions and enterprise business resources

– Delivers reports that relate activity to results

4 IQ provides supervisors with many benefits including:

– One report for inbound and outbound calls

– Realtime Dashboard (RTD)

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4

4

4

15

Note: Avaya IQ screens shown inthis course reflect the AlphaSoftware Release and are subjectto change




Avaya IQ Reporting and Analytics

Making Better Decisions Faster

Customer Benefits

4

Consistently manage all channels of communication inthe business

4Detect and respond to changing conditionsand trends

4Manage business with customer interaction data tied tobroader context

Avaya Vision

4Provide enterprise-wide reporting across all Avaya solutions

4Enable operational excellence with useful data that is actionable

4Facilitate integration with customer enterprise data

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Avaya IQ – Reporting Solutions

4 Provides rich, robust contact center reporting and analytics

– Actionable intelligence for Avaya Contact Center

– Includes multiple data sources

4 Takes contact center reporting to a whole new level

4 Builds upon Call Management System (CMS)

– IQ provide a much greater detail in reports

and extensive drill-down capabilities

4

4

17

Note: Avaya IQ screens shown in this coursereflect the Alpha Software Release and aresubject to change




IQ Realtime Dashboard (RTD)

4 Realtime Dashboard is a Web-based User Interface that supervisors use to monitor KPIs and statuses

4 Activities are used to group real-time reportsto improve user efficiency andeffectiveness

– Reports within an “Activity” share inputs

18

Note: Avaya IQ screensshown in this coursereflect the AlphaSoftware Release andare subject to change




IQ Reports

4 RTD Reports include:

– Agent and Contact Surplus

– Agent Behaviors

– Agent Performance

– Agent Status

– Agent Utilization

– Contact Location

– Queue Disposition

– Queue Performance

– Queue Status

4

19

Note: Avaya IQscreens shown in thiscourse reflect the AlphaSoftware Release andare subject to change




Operational Analyst Highlights

4 Operational Analyst (OA) reports on full-featured multi-channel contactcenter for:

– Real time performance monitoring

– Historical reporting

4 Delivers 360 degree view of customer contact

4 Basic Report

– For contact center supervisors

– Real-time and Historical: agent state, queue performance, service levels

4 Advanced Reporting

– For Business Analyst

– Two components: Report and Reporting Tools, based on Cognos

Technology (Powerplay, Impromptu)

4 Comprehensive visibility into operations and customer experience

4 OA can be purchased without Interaction Center as a CMS add-on

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OA Reporting and Analytics

4 Simplifies real-time data consolidation andreporting across locations

– Reporting and analysis across multiplevendor switches, multiple locations

– Drives operational efficiency

4 Provides single environment for common andconsistent reporting

– Rich multichannel support for IC,Proactive Contact, InteractiveResponse, and CMS

– Pre-packaged reporting and analytics

– Support for Cognos 7.4

4

API makes real-time and historical dataextensible to agent performanceapplications

– Open interface for sharing real-time andhistorical data

MultichannelInbound

Outbound

BranchOffice

RemoteAgents

ContactCenter

Real-timeDistributedMultivendor

Supervisor

CentralRDS

Phone

Self Service

ProactiveContact

Email

Web

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Intelligent Customer Routing


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4 After completing this section, you will be able to explainhow Intelligent Customer Routing (ICR) helps Contact Center Supervisors meet challenges surrounding staffing, customer treatment, and Service Level Agreements.

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Supervisor Staffing Challenges

4 Supervisor’s challenges for staff, service, and initiatives include:

– Meet Service Level Agreements (SLAs)

– Staffing

– Sales and service initiatives

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Intelligent Customer Routing

4 Provides a new model for call center and self service.

4 Combines unified self and assisted service into a single smart call routingsolution.

4 Provides three principal differentiators:

– Uses Voice Portal as primary control point of call center

– Provides new Voice Portal routing application for ACD load balancing

– Replaces CTI complexities with SIP Call Context Integration

4 Greets customers intelligently based on business insights.

4 Presents personalized messages and call-back options

4 Lets customers connect with agents and subject experts

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4

4

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ICR Supervisor Benefits

4 ICR benefits supervisors:

– Manages calls

– Streamlines management

– Reduces interface training

4

4

4

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ICR Products

The Avaya Intelligent Customer Routing (ICR)solution includes the following products:

4 Voice Portal

4 Dialog Designer

4 Avaya Aura™

4 Avaya IQ

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4

4

4

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Contact Routing Options


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After completing this section, you will be able to:

4 Identify the supervisor challenges that surround managingagent usage, balancing contact volumes, anddistributing contacts to the appropriate resources

4 Match the supervisor challenges to the Contact Center contact routing options that address those challenges

29




Supervisor Routing Challenges

4 Contact Distribution

– Involves managing the contacts and sending to the appropriate resources or destinations

– Uses communication servers to process incoming, outgoing, and internal contacts

– Routing options provide different options to help manage the distribution of contacts

4 Agent Utilization

– Indicates the overall amount of time agents signed into a queue are either on thetelephone or in after call work

• Occupancy rate (OCC) if too high you risk agent burnout, if it too low you areoverstaffed and incurring unnecessary costs

• Agent adherence is a reflection of the amount of time an agent actually adheredto or followed their schedule

–

Significant deviations from adherence goals indicate the need for agentcoaching

4 Balancing Contact Volumes

– Increases in contact volume can send the supervisor and the contact center intofirefighting mode

– Spikes in contact volume can cause service levels agreement thresholds to be

jeopardized – If the correct routing options are chosen, then the supervisors do not have to manually 30




Customer Service Building Blocks

31

Basic ACD w it h Call V ect or ing

Ex per t Agent Select ion

Best Ser v ice Rout ing

Business Adv ocat e*

* Business Advocate runs over CM or IC

CTI

Competitive AdvantagePatented Algorithm

Commu

nication

Man

ager




Routing Levels of Sophistication

Best Service Routing (BSR)4Compares specified

splits/skills, selects thebest service

4Single-site or multi-siteoperation

4Single-site compares localsplits/skills

4Multi-site extends acrosslocal splits/skills, remotesplits/skills, or both, androutes to the bestresource

Business Advocate (BA)4Works on top of Contact

Center Elite

4Segment customers

4Works in both Call Surplusand Agent Surplus

scenarios4Available with CC and IC

Expert Agent Selection(EAS)

4Avaya’s term for “skillsbased routing”

4Provides Free Seating

41 -16 skill preferences can

be assigned4

32




EAS Supervisor Benefits

Expert Agent Selection (EAS):

4 Chooses agents

4 Tracks number of calls

4 Uses agents AUX

4 Requests selection

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BSR Supervisor Benefits

Best Service Routing (BSR):

4 Provides larger pool of agents

4 Converts distributed locations

4 Solves staffing problems

4 Reacts to staff shortages

4 Manages call volume

4 Requires less intervention

34




BA Supervisor Benefits

Business Advocate (BA) enables the enterprise to:

4 Match customers with the best agent

4 Optimize customer care

4 Deliver expertise on demand

– Match the right agent to the right contact to drivefirst call resolution

– Maximize agent utilization while fairly balancingworkload

4 Meet service levels automatically

– Dynamically adjusts staffing to meet businessgoals, no supervisor intervention

4

Drive customer satisfaction –

–

4

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BA Supervisor Benefits

Historical parameters cannot show what will happen and fail to tell what to do next

4 Oldest Call Waiting

4 Priority Levels Setting

4 Multiple Queuing

4 Number of Calls Waiting

4 Percent in Service Level4 Average Speed of Answer

4 Number of Calls Queued

4 Average Delay in Queue

4 Abandons

36




Workforce Optimization


37





After completing this section, you will be able to:

4 Identify the supervisor challenges surrounding workforceoptimization

4 Match the supervisor workforce optimization challenges tothe Contact Center solutions that address thosechallenges

38




WFO Supervisor Challenges

4 Supervisors are responsible for:

– Schedules and Forecasts

– Quality Goals

– Reporting and Analysis

– Feedback Management

– Service Level Agreements

– Customer Experience

– Agent Coaching and Retention

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Avaya WFO Suite at a Glance

InteractionRecording

Time Division Multiplexing/Voice over Internet Protocol

SIP

QualityMonitoring andAssessments

Customer Feedback

Management

eLearningCoaching

SpeechAnalytics

Scorecards

WorkforceManagement(Forecasting

& Scheduling +Adherence)

Improve OperationsIn the Contact Center and the Back Office

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© 2009 Avaya Inc. All rights reserved. 41

Workforce Optimization Solutions

Solutions inside the WFO Suite

4 Contact Recorder

4 Quality Monitoring with PerformanceManagement Scorecards

4

Workforce Management with PerformanceManagement Scorecards

4 eLearning & Coaching

4 Speech Analytics

4 Customer Feedback

41

Contact Recording

Workforce Mgmt

eLearning& Coaching

Quality Monitoring

Customer Feedback

WFOWFO

Speech Analytics




Avaya Contact Recorder

4Avaya Contact Recorder - a software-based, highly scalable, line-side recorder

capable of recording time division multiplexing (TDM), internet protocol (IP), andSession Initiation Protocol (SIP) endpoints and trunks.

–Provides encryption capabilities recommended by PCI (Payment CardIndustry) data security guidelines.

–Offers centralized or decentralized search and replay capabilities and asophisticated archive management system that uses rules to determine

what is stored and for how long. –Simplifies the search and replay function: permits tagging calls with user-

defined labels.

–Advanced Package also supports screen recording ( with December 2010release)

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Contact Recorder Recording Types

4 Ways to record

– Agent controlled start/stop

– Live Monitor

– QM Selective Recording

4 Recording types

– Bulk

– Meeting

– Conferenced

– Executive

– On-demand

4

Press Record Here

The entire call is recordedwith CSCM ExecRecord

ExecutivePress Record Here

This portion of thecall is recorded

On-Demand

43

Note for PP:Needs thewords “CSCM” deleted in

the graphic “The entire callis recorded with CSCMExecRecord”




Quality Monitoring Highlights

4 Provides the ability to assess agent performance

– Evaluate multimedia calls and application use

– Rules-based recording

– Live Monitor

– Easy to create evaluation forms

4 Supports wide range of contact center needs

– Inbound and outbound calls

– Phone, email, Webchat

4 Integrates with Performance Management Scorecards and eLearning/Coaching

4 Supplies PCI encryption capabilities

4 Provides optional Contact Visualizer

4

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4 Rules-based recording easy to set up

– Random

– Schedule-based

– Event-based

4

Easy playback of recorded sessions4 Evaluation forms are simple to create

and auto-populate with information

4 Evaluation screens are easily createdand modified

4

Searches are easy to perform4

QM Supervisor Benefits

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QM Improves Training

4 Enhance Training Content

– Use recordings to developeLearning about best practices

– Improve coaching with agentrecordings (with or withoutoptional coaching option)

4 Identify Training Needs

– Evaluations identify eLearning andcoaching needs

– Evaluations assess trainingeffectiveness

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Workforce Management Highlights

4 Workforce Management – Sophisticated forecasting and scheduling – Individual Skill and proficiency-based scheduling – Advanced Adherence management tools – ‘What-If’ scenarios with Agent Profiles

4 Strategic Planning – Long term strategic planning

4 Unique Workforce Optimization Integrations – Unified Interface – Integrations between WFM and Quality Monitoring

• Drill to Recorded Interactions from WFM Adherence• Use quality score as factor in WFM schedules.• Record from WFM Adherence Screens

– Integrations between WFM and Scorecards• Drill to WFM adherence from scorecard KPIs.• Combine WFM adherence stats with other metrics in the scorecard.• Drill to scorecards from WFM schedules.

– Integrations between WFM and eLearning / Coaching• Optimal scheduling of eLearning:

– 47




4Minimize training cancellationsor delays

4Immediately correct andimprove agent skills

4Integrates with Avaya WFOmodules: Quality Monitoring,Workforce Management,Coaching and eLearning

eLearning

Learn with Minimal Impact on Service Levels

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Speech and Data Analytics

Customer Complaints

Change policy

Technician didn’t show

Activity fees

Wrong information

4Brings the root cause of key

business issues to the surface –Continuously mines all callssurfacing top drivers –No need to predefine terms

or reprocess calls –Non-categorized calls areused as a reference groupdelivering true root cause for every category or searchresults

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50© 2009 Avaya Inc. All rights reserved.

Speech Analytics Address Pains

VendorVendorManagementManagement

Why Are MyWhy Are MyCustomersCustomers

Calling?Calling?

§Website Password IssuesWebsite Password Issues §Enterprise Saves Op Ex by IdentifyingEnterprise Saves Op Ex by IdentifyingImprovements to SiteImprovements to Site

§Back-office Claims Process LaggingBack-office Claims Process Lagging §Timeline Clarification Improves FCR fromTimeline Clarification Improves FCR from60% to 70%60% to 70%

§Marketing Offers Too ComplicatedMarketing Offers Too Complicated§Agents Required to Read ScriptsAgents Required to Read Scripts

§Less Complicated Scripts and AgentLess Complicated Scripts and AgentRetraining Increases Sales by 18%Retraining Increases Sales by 18%

§Dissatisfaction with Specific FinancialDissatisfaction with Specific FinancialProducts, Rather Than CompanyProducts, Rather Than CompanyPerformancePerformance

§Agent Training in Cross-Selling ImprovesAgent Training in Cross-Selling ImprovesCustomer Retention RatesCustomer Retention Rates

§Complex Products Require SpecializedComplex Products Require SpecializedTrainingTraining

§Speech Analytics Delivers Specific ProductSpeech Analytics Delivers Specific ProductCalls to SupervisorsCalls to Supervisors

§Smart Inbox Increases Quality MonitoringSmart Inbox Increases Quality MonitoringEfficiency by 500%Efficiency by 500%

§Vendor Failing to Ship Customer WelcomeVendor Failing to Ship Customer WelcomeKitKit

§Agents Clarify Timeline with CustomersAgents Clarify Timeline with Customers

SalesSalesEffectivenessEffectiveness

First ContactFirst ContactResolutionResolution

FocusedFocusedQualityQuality

CustomerCustomerRetentionRetention

Root Cause IdentifiedIdentified ResultsResults



51© 2009 Avaya Inc. All rights reserved.

Customer Feedback: Easy to Use

4 Easy to record questions

4Minimal /No IT interventionrequired

4 Easy to modify questions

4 Integrates to QualityMonitoring with cross-correlation

4




Customer Feedback Impacts WFO

52

Higher Level of Quality Service Delivery

Customer Feedback

4Customer feedbackcan be used to

better determinewhat training needsto be done.

4Low customer ratings can be usedto determine wheretraining efforts needto be focused.

4Achieve truecorrelation.

4Poor CF score canalert for monitoring.

4Advanced businessrules can reflect whatis important tocustomers.

Quality Monitoring

4Schedule agentsbased on agent

influence oncustomers for bestuse of agent skills.

4Use customer-drivendata to determine theright mix of agents atany given timeinterval.

WFM Forecasting& Scheduling

4Customer feedbackon agent behavior

can be added asKPI.

4Net Promoter Scorecan now beincluded as anenterprise KPI.

PerformanceManagement

Training




Quiz

Knowledge Check

53




Chapter 4 Key Points




Chapter 4 Key Points

4 Business imperatives and challenges for Contact Center Supervisors include:

– Report on Results

– Customer Treatment and Intelligent Routing

– Routing Options

– Workforce Optimization

4 Avaya helps supervisors report on results by offering:

– Call Management System

– Avaya IQ

– Operational Analyst

4 Avaya helps supervisors with staffing, maintaining SLAs, and special sales or service initiatives by offering:

– Intelligent Customer Routing (ICR) using:

• Voice Portal

• Dialog Designer

• Avaya Aura

• Avaya IQ 55



Chapter 4 Key Points (cont.)

4 Avaya helps supervisors by offering routing options that include:

– Expert Agent Selection (EAS)

– Best Service Routing (BSR)

– Business Advocate

4 Avaya helps supervisors manage and optimize agent resources by offering:

– Workforce Optimization (WFO) solutions:

• Contact Recorder

• Quality Monitoring with Performance Management Scorecards

• Workforce Management with Performance Management Scorecards

• eLearning & Coaching• Speech Analytics

• Customer Feedback

cc tech fund wbt storyboard chapter 4

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