Analytics for Omnichannel Customer Engagement

James Hunt | Director, Product Management, eGain March 8th, 2016

eGain Voice Analytics™

eGain DigitalAnalytics™

eGain Knowledge Analytics™

eGain Journey Analytics™

(Beta)

eGain Analytics™

Insights for OmnichannelCustomer Experience Optimization

Why eGain analytics?

Customers expect seamless engagement across channels

Engagement hubs provide the means for communication

Customers expect seamless engagement across channels

Business users need the right information and management tools to deliver consistent customer experiences

Engagement hubs provide the means for communication

Customers expect seamless engagement across channels

“Being digital is about using data to make better and faster decisions, devolving decision making to smaller teams, and developing much more iterative and rapid ways of doing things”

McKinsey & Co, July 2015

Access Context Empowerment Governance

To the right information

To provide insight

To act on decisions

To safeguard processes

The essential elements…

Cross-channel

Relevant

Actionable

Enterprise Wide

Focused

Timely

Access to the right information

Saturday Night Fever, Apollo Victoria

“An all out retro romp”

“If it’s an all out retro romp you want, this only fitfully delivers”

2004Saturday Night Fever, Apollo Victoria

“An all out retro romp”

Guys & Dolls, Piccadilly Theatre

“Hilarious”

Independent on Sunday, 2005

“Frank Loesser’s great musical from 1950 is hilarious…Grandage’s production falls somewhat flat”Guys & Dolls, Piccadilly Theatre

“Hilarious”

On Sunday, 2005

Service Level: 74%

Service Level: 74%

Service Level: 74%

Service Level: 74%

Controls to manage resources

Data driven interventions for personalized interactions

Tools to drive enquiry resolution

Empowerment and the Tools to Act

Gartner, Jan 2015

“Through 2016, less than 10% of self-service BI initiatives will be governed sufficiently to prevent inconsistencies that adversely affect the business”

Security

Integrity, Accuracy and Completeness

Audit History and Traceability

Veracity

Controlled Access for the Right People

Compliance

Data governance is essential

How do we get there?

• Agent and Customer journeys• Use a consolidated platform for consistent

analysis

Capture interactions across all touchpoints

Analytics driven optimisation

Determine the right measurements for your business goals

• Define success criteria• Align KPIs with business imperatives• Identify indicators

Analytics driven optimisationCapture interactions across all

touchpoints

• Incomplete journeys• Customer feedback• Performance outliers• Systemic issues

Analytics driven optimisation

Determine the right measurements for your business goals

Capture interactions across all touchpoints

Identify opportunities for improvement

• Enquiry resolution tools• Resource allocation• Personalized interventions • Process and system change

Analytics driven optimisation

Determine the right measurements for your business goals

Capture interactions across all touchpoints

Identify opportunities for improvement

Apply targeted interventions

• Is it happening?• Is it working?• Is it effective?

Analytics driven optimisation

Determine the right measurements for your business goals

Capture interactions across all touchpoints

Identify opportunities for improvement

Apply targeted interventions

Measure the impact of changes

Analytics driven optimisation

Determine the right measurements for your business goals

Capture interactions across all touchpoints

Identify opportunities for improvement

Apply targeted interventions

Measure the impact of changes

Continuous improvement is not a

project…

…LIVE IT!

How can we help?

eGain Voice Analytics™

eGain DigitalAnalytics™

eGain Knowledge Analytics™

eGain Journey Analytics™

(Beta)

eGain Analytics™

Insights for OmnichannelCustomer Experience Optimization

Enterprise

RetailCommercial Insurance

Outsourcer 1Site A

Outsourcer 2Site BLoansSupport

Credit CardClothing TeamSavingsShoes Team

CheckingRetention

ClaimsAutoVendor ManagementHome

IVR/KBLife

Sales Service Sales Service Sales Service

Is the Self-Service and Knowledge Agent roll-out having the

expected impact on my KPIs?

What is the operational status across all customer touchpoints this quarter?

What is the stack ranking of my Agents across sites and across channels?

Who is the best performing Agent on the Savings queue that I can move to

help out on the Checking queue?

Given contact volumes over the last year, what is my forecast volume by channel?

How well are Agents using knowledge to resolve customer issues? Which are the most used

Articles? Are there any content gaps?

Are proactive chat offers successfully deflecting voice calls?

Enterprise Wide Access…

eGain Analytics™ SERVICE & COMPLIANCE EFFORT & SATISFACTION COST REVENUE

DIGITAL

OffersOffers Volumes Offer Funnel - Eligibility, Presented, Accepted, Engaged, Converted

Rejection Rate Escalations Offer Conversion

ChatChat VolumesChats ServedService Levels ComplianceChat Funnel

Survey DataAvg. Waiting TimeTransfersChats Rejected/Abandoned

Avg. Handling TimeCost of Chat Service (Chat Volumes)

Chat Offers Conversion (Proactive Chats)

Email Email Volumes (Queue, Department)Service Level

Turnaround TimeAvg Emails/Case

Work TimeTransfers

Email Volumes and Transfer ReductionTranslated in savings Costs

KNOWLEDGEKnowledge Agent and Web Self-Service UsageNumber of SessionsArticle ViewsGuided Help Sessions

Failed SearchesEscalationsArticle RatingSolutions RejectionAccess MethodsContent Offers Rejected

Avg. Session DurationCost of Escalations (Volume of Escalations)Cost of Authoring (Non-viewedknowledge)

Contact Avoidance RateContent Offers Conversion

VOICEVolume & OutcomeService LevelQueue Status (RT)Utilization

FCR/Repeat RateTransfer RateCalls HeldAvg. Hold Time

Avg. Handled TimeVolume Conversion

JOURNEYSite visits/BouncesPersonaPage viewsChannel Volumes

RepeatsChannel switchingEscalationsAbandonment

TransfersRepeat ActivityChat Costs/Contact Cost of Escalations

Conversion RateOffer ConversionChat ConversionKnowledge ConversionContact Avoidance Rate

KPIs aligned with business goals

Rapid provisioning

Create & manage resources

Secure & audited

Analytics powered journeys

Control over contact

routing

Empowerment to act

Resource Management

ServiceManagement

Omnichannel Voice Offers

Quick value ‘out-of-the-box’

Chat Knowledge Customer journey

What is the overall performance across all channels in the last three months?

Are proactive chat offers successfully deflecting voice calls?

Slide 36

How effective are the chat and content offers in driving conversions?

Is the Knowledge roll-out having the desired impact on my contact centre?

Which queues are under pressure right now?

Slide 39

Measure & Manage Dashboatrd

Some of my less busy teams can help out the chat queue.

Choose a model Choose fields Choose totals

Style & format Save That’s it!

Creating powerful reports is

Orchestrating the omnichannelexperience

The right information

The right context

The right tools

The right control

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