Post on 22-Jul-2020
‹#› #GenCX
The Power User's Guide to Maximizing Actionable Insights
Carolyn Egelman, Insights Senior Manager, Medallia Rajiv Singhal, Engagement Manager, Medallia
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Warm-up
Analytical Process
In Practice
Introduction
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Medallia © Copyright 2016.
Introduction
Medallia © Copyright 2016.
• Global online bank • Operates 30 contact centers worldwide, operating 24-7 • Contact center agents answer calls and emails
• Has both partner and BankX direct agents • Uses Medallia to track satisfaction with contact center agents • Main Metrics: NPS and Net Score
Introduction
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Medallia © Copyright 2016.
Medallia Program
• Your role is Customer Experience Analytics Captain
• You were asked by the executive team to explore and identify opportunities for improvement
Introduction
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Medallia © Copyright 2016.
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A Warm-up
Medallia © Copyright 2016.
Reporting tool aggregates 2 Million survey responses from 2013 – present
Medallia Reporting
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System Gurus Around the Room
• We have Medallia system gurus around the room to help you navigate
• This exercise is about utilizing the Medallia system to find insights. This is focused on the process, so don’t feel bad if you don’t know exactly where to navigate.
Assistance
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Medallia © Copyright 2016.
How has NPS trended since 2013?
a. Downwards
b. Slightly Downwards
c. Slightly Upwards
d. Upwards
Warm-up Question #1
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2 minutes
Time! Use: Satisfaction (Tab) è Graph (Sub-tab)
Medallia © Copyright 2016.
Over the last 12 months, what is the least common “Reason for Contact”?
a. Related to an online transaction
b. Related to a transaction in a retail location
c. Related to a transaction between accounts
d. Not related to a transaction
Warm-up Question #2
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Use: Profiler (Tab) è Table (Sub-tab)
2 minutes
Time!
Medallia © Copyright 2016.
Looking at data from the last 12-months, how do partner call center agents score on NPS in comparison to BankX call center agents? Now, review Phone and Email sub areas – where do you see exceptions?
a. Partner Higher – No Exceptions
b. Partner Lower – No Exceptions
c. Partner Higher – Email Attributes Lower
d. Partner Lower – Email Attributes Higher
Warm-up Question #3
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Use: Satisfaction (Tab) è Columns (Dropdown) è ‘Agent Type’
2 minutes
Time!
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Medallia © Copyright 2016.
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Analytical Process
Medallia © Copyright 2016.
Analytics & Planning The Process
How are we doing?
What are the areas to
improve on?
How do we improve
these areas?
Medallia © Copyright 2016.
Analytics & Planning Improving at the Edges
Identify Low Performers
Find Areas for Improvement Ideate
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Medallia © Copyright 2016.
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Medallia © Copyright 2016.
Use: Ranker (Tab) è Call Center Location (Sub-tab)
Use: Ranker (Tab) è Manager (Sub-tab) è Filter to specific Call Center
Use: Profiler (Tab) è Look at Benchmark Column (not Dropdown)
Improving at the Edges
1. Focusing on the last 6 months, which call center location (with at least 5,000 responses) has the lowest NPS?
2. Within that call center, which manager has the lowest NPS?
3. Focusing on that manager, is there a specific type of contact type or contact reason that is substantially more common than the rest of BankX?
Exploration Questions
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Identify Low Performers
Medallia © Copyright 2016.
Finding Areas for Improvement
Identify Low Performers
Find Areas for Improvement Ideate
Where: Denver
Who: Katie Fern
How: Email
Medallia © Copyright 2016.
Internal Benchmarking
• Gap analysis is a great tool for estimating the attainable improvement for a particular attribute
• The lowest scoring question is not always the easiest to improve
Check the sub-tab ‘Compare’
under Satisfaction
How do Agents Compare to the Average?
Finding Areas for Improvement
Medallia © Copyright 2016.
Internal Benchmarking Comparison to the Average
4. In the last 6 months, what is the major gap between Katie Fern and BankX results as a whole when focusing on email requests?
Use: Satisfaction (Tab) è Compare (Sub-tab)
Finding Areas for Improvement
Medallia © Copyright 2016.
Identifying Low Performers
Identify Low Performers
Find Areas for Improvement Ideate
Timeliness of Response
Where: Denver
Who: Katie Fern
How: Email
Medallia © Copyright 2016.
Customer Feedback Leveraging Customer Comments for Ideas
5. Reading through comments of customers who gave low scores on “Timely Response – Email”, what are some customer ideas on how to improve?
Use: Responses (Tab) è Score Filter (Dropdown) è ‘Timely Response - Email’ è 0-6
“Responses came a bit slow and suddenly. Would have liked if someone had said
they were looking into it and would respond within X
timeframe.”
“please give a time line instead of replying 3 days later saying it is complete”
Ideate
Medallia © Copyright 2016.
Ideating
Identify Low Performers
Find Areas for Improvement Ideate
Timeliness of Response
“Responses came a bit slow and suddenly. Would have
liked if someone had said they were looking into it and would respond within X timeframe.”
“please give a time line instead of replying 3 days later saying it
is complete”
Where: Denver
Who: Katie Fern
How: Email
Medallia © Copyright 2016.
Scaling Innovation
Medallia © Copyright 2016.
Scaling Innovation
Medallia © Copyright 2016.
Additional Innovation Ideas
Medallia © Copyright 2016.
Additional Innovation Ideas
Medallia © Copyright 2016.
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