Solving Problems for the Contact Center

Improving Communicationsfrom the Contact Center, to the Enterprise.Data Visualization and the Power of Perspective

Rick DaleySolutions DesignContactUs Communications

Better People. Better Process. Better Technology.

1108 City Park AveColumbus, OH 43206(614) 984-2399

Were under attack!www.ContactUSInc.comFCRQuality MonitoringCustomer SurveysSpeech AnalyticsChatEmailSocial MediaCRMIVRACDBudgetAbandonmentASASLAACWOccupancyAHTData coming everywherewont stopsend HELP!!AdherenceWFM

Single day data file too big for Excel

A tangled messJoining multiple tables

Tool latency inhibits adoption

StorageDatabase PerformanceIndexingDisk I/OJoining TablesCPU / RAMwww.ContactUSInc.comWith Big Data Comes Big Problems

All reporting and no analysis makes Jack a dull boy

Tools go untouched, investments go staleToo many reports!Flat rankings from multiple data silosEvery picture incompleteToo much time to do too littleRisk taking action based on incomplete datawww.ContactUSInc.comWe Wont Use What Isnt Useful

We need more data, a single metric doesnt paint the complete pictureAgent A Agent BAHT- 6:40 AHT- 5:45 www.ContactUSInc.comSpot the Top PerformerCalls Handled 50 50Good start, but there are more levels for comparisonFCR 93% 70%Work Minutes w/Callbacks 350 374When 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?

Its time to move past static tables, and look at data a whole new waywww.ContactUSInc.com

Call CountAverage DurationFCR %4016152689.817108651911446365290.91434062691.61371169892.21144776391.61092776192.61037770191.9999380793.1958966791.3768584894.6618774292.3514668690.3507282191.8455685092.6422653890.3408274791.2354299394.2332676092327680692.9314871790.7262683691.3255987493.7250378591.9248887692.3245292193.4

www.ContactUSInc.comAnd visualize data with a new perspectiveX-Axis = DurationY-Axis = FCRSize Reflects Call CountSmall Bubble=Fewer CallsClusters show opportunities for business process improvementTop PerformerIndividual Opportunities for ImprovementEach Bubble represents a Supervisors Team

www.ContactUSInc.comNow the Team Data is Filtered by Speech AnalyticsOnly Billing Calls

www.ContactUSInc.comNow the Team Data is Filtered by Speech AnalyticsOnly Cancellation Requests

Even at the CSR level, the picture is very telling at a glanceBig Bubbles represent more callsfocus on them first for improvementTop performers stand outSome need to focus more on FCRSome need to focus on handling time

Give users something they dont already have

Find creative ways to train employees on your systems

People wont use tools they dont understandGamificationScavenger hunts help employees learn to navigate a complex systemTeam building opportunities and fun competition www.ContactUSInc.comDriving User Adoption

Identify Workflow Issues

Compare Quality against Productivity, or Talk Time against ACW

See the results of process improvement, helpful for budgeting and forecastingDesktop AnalyticsX / Y Axis ChoicesAdherenceProductivityQualityAHT ComponentsWhat IfModelingResults of bottom quadrant improvement

www.ContactUSInc.comComing Attractions

Thank You!Contact Info:Rick DaleySolutions Design614-406-7657rdaley@contactusinc.com

Thats not me.

*Imagine getting attacked by a swarm of bees, and having only a fly swatter to whack away at them, a few at a time. The ones youre not watching will sneak up and sting you, but they come at you constantly from all sides. Contact center managers live in a swarm of dataACD, IVR, CRM, Social Media, Email, Chat, Quality Monitoring, Speech Analytics, customer surveys. ***********