DMG Consulting's Donna Fluss Discusses Desktop Automation and Analytics - Optimizing the Customer...

Desktop Automation and Analytics: Optimizing the Customer Experience

2013 Webinar Series – Time with the Experts

Desktop Automation and Analytics: Optimizing the Customer Experience

What to Expect Today

Introduction

The latest research in desktop automation and analytics

Q & A

© 2006-2013 by OpenSpan, Inc. All rights reserved. 1

Meet the Speakers


Donna Fluss Founder & President

DMG Consulting

Anna Convery EVP, Strategy

OpenSpan

Customer-Focused Strategy, Operations & Technology

Desktop Analytics & Automation

September 17, 2013

Donna Fluss, President

© 2013 DMG Consulting LLC 4

Top Enterprise Service Trends


Employee workflows Employee guidance

Employee proficiency Employee productivity Employee utilization System performance

Staff

Improve employee

performance

Improve employee

compliance & reduces risk

Identify system

inefficiencies & bottlenecks

Provide employee

guidance & next-best-action

Consolidate & streamlines

servicing systems

STRUCTURED OUTPUT

System Performance analytics

Employee activity tracking & process analytics

Process automation

Employee guidance Workflow

DESKTOP ANALYTICS

Automate manual & multi-task activities

Desktop Applications

What is Desktop Analytics?


Screen Recording ≠ DA Screen Capture Desktop Analytics

Reactive Proactive Historical Real-time and historical Records a pre-defined % of interactions Captures 100% of interactions Records contact center agents’ use of applications/screens accessed during customer interactions for QA purposes

Captures and reports on all desktop activity for front- and back-office employees

Passively records screens accessed during interactions

Captures and tracks desktop activity and performs other functions, including screen navigation, data propagation, data dips and process guidance

Used to assess agent performance Used to assess the performance of agents, the department and the supporting applications

Must be reviewed and analyzed by a QA specialist or analyst Provides aggregated data and reports that identify trends

Coaching and training needs can be manually identified from sampled interactions

Real-time prompts and guidance minimize mistakes while identifying coaching and training opportunities

Uses significant network bandwidth Minimal bandwidth required No real-time notification of issues Real-time pop-up, alerts and notifications

Data used to enhance QA program Data is aggregated and used to enhance performance of front- and back-office operating areas and systems

Dedicated to QA Output shared with all relevant managers throughout the company

Records agent processing steps Identifies the optimal processing path and system inefficiencies


Top DA Use Cases ► Provides transparency into what employees do at their desktops ► Identifies systems, applications, screens and fields used by employees ► Identifies paths/steps employees take to complete a task ► Alerts agents when they miss an essential step in a process ► Identifies next-best action ► Identifies up-sell/cross-sell opportunities ► Identifies poorly designed and inefficient applications, process flows and screens ► Identifies system performance problems that slow down employees ► Tracks system response times ► Identifies broken processes ► Provides tools to create new servicing screens without changing the underlying code ► Automates cut and paste between multiple screens and applications ► Automates the movement of data between employees, groups and systems ► Automates multi-step tasks


Desktop Analytics Benefits DESKTOP ANALYTICS MODULES

BENEFITS Employee Activity

Tracking & Process Analytics

System Performance

Analytics

Employee Guidance

Process Automation Workflow

Reduces employee costs/improves productivity X X X X X Reduces employee work time X X X X X Reduces training time & costs X X X X Reduces system costs X X X X X Rapidly identifies system issues X Reduces system development costs X X X Improves quality X X X X X Reduces errors X X X Reduces re-work X X X Improves the customer experience X X X X X Improves turnaround time X X X Provides proactive service X X X Improves employee satisfaction X X X X Improves compliance X X X X Standardizes transaction handling X X Reduces losses X X X X Reduces enterprise risk X X Prevents penalties X X X Avoids frivolous lawsuits X X X X


DA Five-Year Projections, 2013 – 2017


Getting Started with DA 1. Assign a project team that includes representatives from business areas that are being

enhanced. 2. Conduct a baseline analysis of the current operating environment in order to be able to

quantify the benefits after the DA solution is implemented. 3. Rethink the business challenges. Do not use DA to just refresh existing systems and

processes. 4. Send team members to training so that they can “own” the process and be positioned to

manage it after the cut-over. 5. Prior to going live, invite input from the employees who are going to be using the

applications on a daily basis. 6. Make the necessary changes while still in the design phase; continue with this process

until the system is approved by all user groups 7. Create a pilot environment and run it in parallel for a 3-month period. 8. Set up a troubleshooting team to ensure that all issues are resolved immediately, and to

keep the pilot on time, on schedule and budget. 9. Re-engineer policies and procedures to take advantage of the system’s new process flow

and capabilities. 10. Update department goals, employee KPIs, training, QA, reward and recognition initiatives,

and annual review forms. 11. Bring up each department sequentially.


Thank You!

6 Crestwood Drive, West Orange, NJ 07052

tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]

Leading U.S. Wireless Carrier

• Real-time guidance = Increased sales • 360 Customer View = Happier Customers • Happier Agents = Better Customer Experience

Long hold times Desktop complexity Lack of customer data

Work Processes Automated 22 60% Decrease

in AHT =

Large Insurer

Months to Deploy 4 15 Percent Faster

System Response

System Response Delays = Increased AHT

Process Complexity: Errors & Compliance Risk

OpenSpan Desktop Analytics Identified system bottlenecks Revealed compliance gaps Pinpointed automation needs

Large Financial Services

6-Month ROI

Agile Agent Desktop: 14,000 Agents

Results: • Agile agent desktop + automations deployed within 90days • Decreased training times • Increased cross-sell by 20 percent

Time with the Experts – Future Episodes


DATE EPISODE TOPIC

October 17 The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy

November 14 Driving More Profitable Customer Relationships in the Insurance Industry

www.openspan.com/2013webinars


Q & A

If you would like more information, feel free to send us an email or give us a call.

[email protected]

US/Canada: +1 (678) 527-5400, (877) 733-1136 UK: +44 (0) 207 043 3573 India: +91 80 40300 780

www.openspan.com

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DMG Consulting's Donna Fluss Discusses Desktop Automation and Analytics - Optimizing the Customer...

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