The Power User's Guide to Maximizing Actionable...

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The Power User's Guide to Maximizing Actionable Insights

Carolyn Egelman, Insights Senior Manager, Medallia Rajiv Singhal, Engagement Manager, Medallia

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Medallia © Copyright 2016.

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Warm-up

Analytical Process

In Practice

Introduction

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Introduction


•  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 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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A Warm-up


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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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)


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!


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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Analytical Process


Analytics & Planning The Process

How are we doing?

What are the areas to

improve on?

How do we improve

these areas?


Analytics & Planning Improving at the Edges

Identify Low Performers

Find Areas for Improvement Ideate

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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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Finding Areas for Improvement



Where: Denver

Who: Katie Fern

How: Email


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?



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)



Identifying Low Performers



Timeliness of Response

Where: Denver

Who: Katie Fern

How: Email


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


Ideating



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


Scaling Innovation


Additional Innovation Ideas


Want to learn more?

Insights

Targeted Support

Powerful analyses that uncover data-driven stories to inspire innovation

and profitable growth

- Partner with you on a series of

action-oriented projects targeting the most important operational customer

experience decisions

Additional Sessions

Training & Enablement

Interactive workshops, training and certification courses to help you build a

best-in-class OCEM program

- Help you improve and transform your

business by leveraging the Medallia platform and customer experience best

practice

MEDALLIA

Check out the advanced features in the new Insights Suite

Next Breakout session:

14:15 in the Thames Suite (this room!)

Want to learn more?

#GenCX

The Power User's Guide to Maximizing Actionable...

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