optimizing your workforce in an evolving contact center landscape

Optimizing Your Workforce in an Evolving Contact

Center Landscape

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2

Today’s Presenters

Irwin Lazar VP & Service Director, Nemertes Research

Lisa Durant

Research Analyst,

Nemertes Research

Sean Murphy

Director, Product Marketing,

Genesys

Optimizing Your Workforce in an

Evolving Contact Center Landscape July 16, 2014

Irwin Lazar, VP & Service Director

Lisa Durant, Research Analyst

@nemertes

4 © Nemertes Research 2014 www.nemertes.com 1-888-241-2685 DN3508

Agenda

Introductions

About Nemertes

The Changing Contact Center Landscape

Contact center channels

Changing analytics

Workforce management tool adoption

Contact Center Business Practices

Changing Key Performance Indicators (KPIs)

Remote agents

Measuring forecasting

Effects on workforce management

Recommendations and Best Practices

5

About Nemertes

US-based research and consulting firm specializing in evaluating the business impact of emerging technologies

The only research firm that consistently benchmarks 200+ IT organizations

Staffed by former IT and business practitioners with 20+ years experience

Organized to deliver customized research findings to clients in real-time

Independent and objective: We serve only our clients. No investment from, no stock in, no board positions on companies we cover

Founded in 2002; consistently profitable

Registered Women-Owned Business

Mobile and Network Services

Unified Communications and Collaboration

Security and Compliance

Big Data, Analytics, and Virtualization

Contact Center and Customer

Engagement

ET Innovation, Transformation

Enterprise Trusted Advisor

Cost Models and Total Cost of Ownership

Cloud Delivery

© Nemertes Research 2014 www.nemertes.com 1-888-241-2685 DN3508


The Changing Contact Center Landscape

7

WebsiteEngagement

SocialMediaPost

Email

LiveTextChat

VoiceCallfromPhoneorWeb

Browser

CustomerAccessChannels

VideoCall

MobileApp

Self-Service

IntelligentContext-BasedRou ng

UniversalQueue

Interac onRecordingTool

(RecordsCustomerAc vity

acrossAllChannelsto

ProvideContext)

CustomerHistory

Predic veAnalysis

Real-TimePerformanceRepor ngatAgent

Desktop

SeamlessAgent-CustomerExperience

AgentSuppliedWithCustomerHistory&

Informa on

CustomersRoutedtoSameAgentEachTime

IntegratedUCAllowsAgentstoAsk

Ques onsWithoutTransferringorHold

Time

Speech/TextAnaly csFlagRepeatQues ons,AgentIssues,andEnsure

Compliance

Real-TimeAlertsatDesktop/MobileDevice

MobileAppsAllowSupervisorstoMoveAroundCenter&S ll

Manage

Predic veRepor ngLeveragesBusiness

IntelligencetoImprovePerformance

Hands-OnSupervisorandManagement

Integra ontoWorkforceManagementToolsEnablesWorkforce

Op miza on

Contact Center’s Evolving Architecture


8

Operate and

Refresh

Conservative Bleeding Edge

Ub

iqu

ito

us

R

ar

e

Operate and

Refresh

Strategize

and Execute

Evaluate and

Monitor Cloud ACD

Cloud IVR

WFM

Speech

Analytics

Mobile Agent

Apps

Customer

Community

Predictive

Analytics

Conservative IT Culture Bleeding Edge

Contact Center Technology Adoption


9

Operate and

Refresh

Conservative Bleeding Edge

Ub

iqu

ito

us

R

ar

e

Operate and

Refresh

Strategize

and Execute

Evaluate and

Monitor

Email

Mobile

Real-time Chat

Video

Social Media

Monitoring

(Anywhere)

Conservative IT Culture Bl eed ing Ed ge

Multichannel Adoption

Social media

monitoring by any

department, not just

contact center (e.g.,

Marketing)


10

Email, Social, and Mobile Top Non-Voice Channels

Engaged


What’s customers’

preferred channel?

• 90% of multichannel contact

centers say voice is #1

• 10% say email is #1

• 72% say email #2 or #3

• 33% say chat #2 or #3

• 19% put social in the top 3

11

*

* Not enough data on Text/SMS to include engagement statistic

Most Use Separate Apps For Non-Voice Channels

Integration into the contact center platform refers to an

application being integrated with the contact center routing

solution rather than remaining a standalone application.

Note that there are significant gaps between those using

email, social, and mobile and those integrating the same

technologies into their contact center platform.


12

Most Have Agents Handling Multiple Channels

Even when agents

handle multiple

channel types, most

handle only one

channel at a time.

Issues coming through

text chat, etc., are just

as complex as those

coming through voice

calls.


13

Most Investigating Speech Analytics

Speech analytics being

used for customer service

monitoring, compliance,

improving efficiency, and

identifying coaching

opportunities.


14

40% Using Big Data in the Contact Center

Big Data is being used for

marketing purposes,

predictive analytics, and

to be more preventative.


15

45% at Least Evaluating Predictive Analytics


Predictive analytics tools

leverage business intelligence

to create forward-thinking

decisions or reports.

16

Drivers for Predictive Analytics

“Other” typically includes

evaluating the success of

a marketing or outbound

campaign.


Top 3 Predictive

Analytics Use

Cases

1. Predict future issues

and contact requests

2. Identify agent best

suited to handle

contact request

3. Predict upcoming

peaks and valleys in

incoming contact

requests

17

Most Using Workforce Management Tools that Support

Multichannel

In this chart, workforce

management tools

specifically support

multiple channels.

A workforce

management tool is

used to help manage

staff scheduling, report

on labor use, manage

PTO/leave, manage

tasks/activities, and

manage

time/attendance.



Contact Center Business Practices

19

How are Key Performance Indicators Changing?


Non-voice channels require KPIs that account for non-voice metrics

• Most still using voice metrics like First Contact Resolution (FCR), hold/wait times, etc.

More channels mean more data, which means more to measure and analyze

Customer experience takes the forefront

• Many different metrics and KPIs affect customer experience

• The metrics and KPIs that affect customer experience vary depending on contact center purpose

• Contact centers starting to measure the entire customer experience vs. each individual interaction

• New KPIs that measure customer experience (e.g., Net Promoter Score and Customer Effort Score) emerging

20

Minority Using Net Promoter Score

Net Promoter Score is a

customer loyalty and

satisfaction metric that

measures existing

loyalty between

providers and

consumers based on the

consumer’s self-reported

likelihood to recommend

the company, product, or

service to a friend or

colleague.


21

Most Not Using Customer Effort Score

Customer Effort Score

is a customer

experience metric that

assesses the degree

of effort that a

customer had to exert

to get an issue

resolved. CES is

calculated by asking

customers to self-rate

the amount of effort

they put into

accomplishing a

desired outcome.


22

Most Measuring Forecasting at Half-Hour Intervals or

Shorter

Some companies look

at multiple time

intervals for different

reasons.

Chart shows primary

interval used to

measure forecasting

accuracy.


23

Most Using Remote Agents in the Contact Center

For this study, “remote

agent” is defined as an

agent working in a

remote location (e.g.,

at home). This does

not include agents at a

separate contact

center site (branch

agents).


58% increasing

remote agents

Reducing turnover

and costs are

biggest drivers

24

Effects on Workforce Optimization


Companies must determine the KPIs and metrics that matter most to their organization’s mission

Communicate about these important KPIs with agents and supervisors

Consider adding real-time reporting for these KPIs/metrics to display boards or agent desktops

Identify agents who perform well or poorly in the areas that matter most and coach to those important KPIs

Look at contact center forecasting at multiple intervals, including shorter intervals, to avoid masking issues

Companies must ensure that remote agents receive the same tools and experience


Recommendations & Best Practices

26

Recommendations


Identify the channels that matter most to your customers/contact center users

• Ensure these channels are appropriately engaged and monitored by agents with the right skill sets

• Understand that issues coming in through chat, email, etc., are often just as complex as questions being asked through voice calls

• Do not overload agents by having them handle multiple channels at once; this could affect interaction quality

Ensure that information follows customers between channels

• Enable agents to handle multiple inquiry types without needing to transfer; consider integrating the contact center platform with the company’s UC platform or applications (when applicable)

• Ensure technology integrates as necessary to tie interaction information to specific customers

Consider using analytics tools to gain insight into contact center performance

Consider using workforce management tools that support multi-channel interactions to streamline scheduling and maximize workforce productivity

• Be sure to look at smaller time intervals for forecasting to get the best picture of true contact center performance

Identify the KPIs and metrics that most affect your objectives

• Make this information available to agents

• Consider real-time reporting of this information at the agent desktop or on a scoreboard

Optimizing the Customer Experience: Unleash the Excellence of your Multi-Channel Workforce

Sean Murphy


The Multi-Channel Challenge

Calls

Mobile Emails Chats



Impact to the Operations Team


• Multiple systems to administer • Inconsistent planning across channels &

tasks

• Cannot effectively blend channels

• No single view of employee availability & adherence across channels

• Manual queue / skill changes

• Performance data in multiple (silo) systems

• Random sampling for QM is not reliable


Limited Visibility with Traditional Quality Mngmt.


Random Sampling

Call Recordings

• Manual, labor intensive

• Only feasible to review 2% or less of randomly selected calls

• Other contact channels monitored separately


3 Steps towards Workforce Excellence


1

2

3

Integration of Interaction Routing

with Workforce Planning and

Forecasting

Single Platform for all Types of

Interactions & Work Items

Automation and Unification of

the Quality Management

Process Across All Channels


Single

Platform

#1: Single Platform Reduces Manual Effort

• All channels in one (UQ)

• Single user & skill administration

• Blending of Interactions

• Business Rules drive routing

• One source for Statistics & Reports

• SIP Integration eliminates PBX

• Integrated recording lowers TCO & enables the entire customer journey to be captured and analyzed

Benefits of Contact Center Suite


#2: Integration of Routing and Planning

Front Office

Back Office

“Changes to the schedule drive routing decisions and put the operations team firmly in control.”


Are you ready for the High Velocity Customer?


#3: Automation & Visibility through Analytics

Automatically Evaluate 100% of Conversations

Precisely Measure Performance

Accelerate KPI Improvements

Repurpose freed up capacity in the QM Team


Turning Analytics in to Action

Auto-Triggered Workflows

Interactions


Analytics-driven Workforce Optimization

Interaction Analytics

Phrase Recognition

“Connect me to your Supervisor”

Workforce Optimization

Knowledge Assessments

Statistical Analysis

Customer Feedback

Call Recordings


© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Operational Excellence through Integration

Work Distribution


Multi Channel Support

Centralized

Administration

Cross Application Workflows

Schedule based

Routing

Real Time Adherence


Continuous Workforce Optimization

Front Office

Back Office


Work Distribution


Summary of Recommendations

Identify the channel preferences of your customers and ensure that information follows customers across channels

Drive Quality Management processes by evaluating every interaction across all channels with Interaction Analytics

Capture & analyze the entire customer journey – across all channels, but also across all sites (i.e. through site transfers)

Choose a “native” multi-channel Workforce Management application to streamline scheduling & maximize workforce productivity

Identify the KPI’s that best measure the outcomes desired by your business; focus all processes on those KPI’s

© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.1

1

COPYRIGHT © 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.


[email protected]

@Genesys

#GWebinar

Engage With Genesys!


Genesys Blog

mailto:[email protected]

http://www.twitter.com/genesys

https://twitter.com/hashtag/gwebinar

http://www.linkedin.com/company/genesys

http://www.linkedin.com/company/genesys

http://www.slideshare.net/Genesys/

http://www.slideshare.net/Genesys/

http://www.facebook.com/genesys

http://www.facebook.com/genesys



http://www.youtube.com/genesys

http://www.youtube.com/genesys

https://plus.google.com/110706703681494816266?rel=publisher

https://plus.google.com/110706703681494816266?rel=publisher

http://blog.genesys.com/

thank you

optimizing your workforce in an evolving contact center landscape

Software

architecture nemertes

research firm

nemertes usbased research

virtualization contact

customized research

business practitioners

dn3508 agenda introductions

best practices