Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the...
13
Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the Enterprise. Data Visualization and the Power of Perspective
-
Upload
calista-batterton -
Category
Documents
-
view
215 -
download
0
Transcript of Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the...
Solving Problems for the Contact Center
Improving Communications…from the Contact Center, to the Enterprise.
Data Visualization and the
Power of Perspective
Rick DaleySolutions Design
ContactUs Communications
Better People. Better Process.
Better Technology.
1108 City Park AveColumbus, OH 43206
(614) 984-2399
We’re under attack!
www.ContactUSInc.com
FCR
Quality Monitoring
Customer Surveys
Speech AnalyticsChat
Social Media
CRM
IVR
ACD
Budget
Abandonment
ASA
SLA
ACWOccupancy
AHT
Data coming everywhere…won’t stop…send HELP!!
Adherence
WFM
Single day data file too big for
Excel
A tangled mess…Joining multiple
tables
Tool latency inhibits adoption
• Storage• Database Performance• Indexing• Disk I/O• Joining Tables• CPU / RAM
www.ContactUSInc.com
With Big Data Comes Big Problems…
All reporting and no analysis makes Jack a
dull boy
Tools go untouched, investments go stale
• Too many reports!• Flat rankings from
multiple data silos• Every picture incomplete
• Too much time to do too little• Risk taking action based
on incomplete data
www.ContactUSInc.com
We Won’t Use What Isn’t Useful
We need more data, a single metric doesn’t paint the complete
picture…
Agent A Agent BAHT- 6:40 AHT- 5:45
www.ContactUSInc.com
Spot the Top Performer
Calls Handled 50 50
Good start, but there are more levels for
comparison…FCR 93% 70%
Work Minutes w/Callbacks 350 374
When you add it all up, the perspective shifts.
How quickly can you find the problem
areas?
How quickly can you find the strengths in
performance?
It’s time to move past static tables, and look at data a whole new way…
www.ContactUSInc.com
Call Count Average Duration FCR %40161 526 89.817108 651 9114463 652 90.914340 626 91.613711 698 92.211447 763 91.610927 761 92.610377 701 91.99993 807 93.19589 667 91.37685 848 94.66187 742 92.35146 686 90.35072 821 91.84556 850 92.64226 538 90.34082 747 91.23542 993 94.23326 760 923276 806 92.93148 717 90.72626 836 91.32559 874 93.72503 785 91.92488 876 92.32452 921 93.4
www.ContactUSInc.com
And visualize data with a new perspective
X-Axis = DurationX-Axis = Duration
Y-Axis = FCRY-Axis = FCR
Size Reflects Call Count…Small Bubble=Fewer CallsSize Reflects Call Count…Small Bubble=Fewer Calls
Clusters show opportunities for business process
improvement
Clusters show opportunities for business process
improvement
Top Performer
Top Performer
Individual Opportunities
for Improvement
Individual Opportunities
for Improvement
Each Bubble represents a Supervisor’s
Team
Each Bubble represents a Supervisor’s
Team
www.ContactUSInc.com
Now the Team Data is Filtered by Speech
Analytics…Only Billing Calls
Now the Team Data is Filtered by Speech
Analytics…Only Billing Calls
www.ContactUSInc.com
Now the Team Data is Filtered by Speech
Analytics…Only Cancellation Requests
Now the Team Data is Filtered by Speech
Analytics…Only Cancellation Requests
Even at the CSR level, the picture is very telling at a
glance…
Even at the CSR level, the picture is very telling at a
glance…
Big Bubbles represent more
calls…focus on them first for improvement
Big Bubbles represent more
calls…focus on them first for improvement
Top performers stand out
Top performers stand out
Some need to focus more on FCR
Some need to focus more on FCR
Some need to focus on handling time
Some need to focus on handling time
Give users something they don’t already have
Find creative ways to train employees on
your systems
People won’t use tools they don’t understand
• Gamification• Scavenger hunts help
employees learn to navigate a complex system
• Team building opportunities and fun competition
www.ContactUSInc.com
Driving User Adoption
Identify Workflow Issues
Compare Quality against Productivity, or Talk Time against ACW
See the results of process improvement, helpful for budgeting
and forecasting
• Desktop Analytics• X / Y Axis Choices• Adherence• Productivity• Quality• AHT Components
• What If…Modeling• Results of bottom
quadrant improvement
www.ContactUSInc.com
Coming Attractions
