Emerging Trends & Technologies in Contact Center WFO New ways

Emerging Trends & Technologies in Contact Center WFO New ways of understanding how your workforce actually works Matt Madzia Vice President, Research & Development

DESKTOP ANALYTICS

What is Desktop Analytics (DA)? Capturing employees interactions with their computers and processing that data to understand how productivity, efficiency, and accuracy can be improved

What is Big Data? Data sets that are too large to be handled by current processes or technologies in use by your organization.

DA Market Roughly 1000 companies have purchased DA products for their contact centers worldwide DA Sector is expected to grow by 20 – 30% year over year through 2017 Figures courtesy of DMG Consulting

Tiers of Analytics Identified Data Capture Application Usage Capture Application Interaction Analysis Process/Workflow creation or improvements

Identified Data Capture PCI PCI Compliance: Compliance: Detect Detect when when aa credit credit card card field field is is entered entered and and pauses pauses the the recording. recording. Identity Identity Verification: Verification: Detect Detect the the entry entry of of aa PIN PIN or or ID ID number. number. Healthcare Healthcare Records: Records: Detect Detect internal internal patient patient ID ID numbers. numbers. CRM CRM Data: Data: Extract Extract case case numbers numbers from from each each agent’s agent’s CRM CRM session. session. Agent Workflo w Uptivity Database Desktop analytics detects when the user or customer’s identification has been verified.

Application Usage Capture Basic Productivity Reporting Call Progress Monitoring

Application Interaction Analysis True Productivity Reporting Process Flow Reporting Behavioral Analysis

Desktop Analytics & Behavioral Analysis Taking collected data & correlating it with certain behaviors, and extrapolating it to predict future trends.

Process/Workflow creation Use desktop information to analyze workflows Create and improve processes based on data

12 How does your workforce work? Traditional Process – – – – – – Define/Measure/Analyze Define Solution Plan Implementation Implement ? Measurable Improvements!

How does your workforce work? What do many front line employees do with your process?

How does your workforce work? Who ends up creating the best processes? Your best employees.

How Can Desktop Analytics Help? Map your business processes to desktop activity Enforce process adherence Use KPIs to identify process improvement opportunities

What ways can you use this data? ?

GAMIFICATION

What is Gamification? Applying game mechanics to compel users to taking desired actions. – Incentivizing “boring” or repetitive tasks – Fostering competition

Gamification Market More than 70% of the world’s largest 2,000 companies are expected to have deployed at least one gamified application by year-end 2014 Figures Courtesy of Gartner http://www.gartner.com/newsroom/id/1844115

Gamification Benefits Operating improvements from modeling work on games – Productivity gains from achieving desired performance – Positive, stimulating work culture aligned to standards – Improved employee retention from well-defined goals / incentives

Game Types Achievements/badges Leveling Up Head-to-head challenges

Sample Achievements – QA evaluation scores – Agent ranking for period – Improvement in quality score – Post-call satisfaction survey score – Script adherence score – Improvement in first call resolution – Improvement in average handle time – Improvement in attendance – Positive customer feedback – Completion of training

Gamification Practice Game leaders create automatic / ad hoc achievement contests Leaders assign start and end dates of contests Leaders award scores / track progress of individuals / teams Achievement widgets / leaderboards communicate rankings Status conveyed via emails / icons on desktops News widgets broadcast contest standings

Best Practices Identify game objectives and align achievements to them Display contest results to acknowledge / reward top performers Keep gamification structure flexible to accommodate change