myfriday fact sheet for service delivery management
TRANSCRIPT
According to Gallup, 70% of the employees in service enterprises are not actively engaged and are disillusioned with insights
and guidance available to improve their performance. A recent performance study by NICE finds that 44% of the supervisors
don’t have enough time to coach and motivate the team, as they struggle most time crunching data. Front line employees and
supervisors deserve an unified view into the operational data to improve service delivery.
The front line staff and managers need a simplified view of their performance not as discrete machine metrics but as humatrics
Think beyond the dashboard
Challenges in Service Delivery
21%Productivity
22%Profitability
41%Quality
48%Safety incidents
37%Absenteeism
Source: Gallup study of 1.3 million employees- Apr 2013
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Companies in the top quartile of employee engagement, as compared with those in the bottom-quartile, exhibited
not be presented just as rear view dashboards
describing the past, but as diagnostic insights,
as predictive trends and as prescriptive actions.
Operational data from diverse business systems should be simplified in a format that employees can relate to it as their
performance data. This data is of immense value when it is aligned to the service delivery metrics framework. Data should
Fig.1 Metrics Framework
Gartner says“ … generating real time data, the amount
of information service providers must deal is
changing and expanding dramatically. It will be
more important than ever to have systems in
place to handle all that data, organize it, mine it…
and pick out the important patterns and trends”
At Tesco, we are always looking at ways for our staff to have access to tools and platforms that makes it easy to avail various services that the organization provides them. We found that myfriday does exactly that. We continue to look for ways to expand our use of myfriday.”
Sandeep Dhar, CEO, Tesco HSC
Product Overview
AIR Framework
As a operational performance management
platform, Myfriday supports the line manager
as a virtual assistant and the front line
employee as a virtual coach. Its analytics
centred collaboration and visualisation looks
ahead and beyond the descriptive dashboard
to offer real time visibility into operations.
Myfriday ensures elevated levels of awareness
and engagement through our proprietary AIR
framework that leverages metrics for Actions,
Insights and Rewards.
Diagnostic Insights - Scan operational data using a customized AIR
Framework and provide foresight to operational managers and front line staff.
Predictive Dashboards – Easy to use data visualization tools that go
beyond the past and describe the future.
Perspective Actions - Contextual Actions to improve and work on the
predictions. Helps the manager and the front line employee to do better.
Collaborative Campaigns - Real time campaigns targeted at the
operational workforce through alignment and engagement with operational
metrics.
Managers prefer to spend more time interacting with their team instead of
processing data. Myfriday’s AIR framework is the virtual assistant that supports
them by automating their repetitive data analytics work. Front line employees want
to get peer recognition and be rewarded for their good work. Myfriday AIR makes it
possible by guiding them as their virtual coach.
Copyright © Myfriday Analytics, 2015. All Rights Reserved
Myfriday - fresh AIR into data
Fig.2 Myfriday Key Features
Myfriday offers the most comprehensive solution to manage service delivery by leveraging operational metrics. An account management platform that addresses the resourcing and financial aspects of service delivery
“ GeBBS made a generational change from solutions deployed earlier to Myfriday for managing our employee operations metrics. In one stroke, we took GeBBS to the employee’s mobile phones for greater transparency, engagement, improvement and rewards. We moved from “Rear View” dashboards to “Look Forward” Actions, Insights and Rewards (AIR) on their contact center focused solution. Ease of deployment and adoption made it possible for us to manage change amidst growth without downtime or chaos ”
Milind Godbole, MD, GeBBS Healthcare
Key Features
AIR BytesAutomated data stories to understand
contextual performance across periods,
teams and other dimensions
AIR Frame Define your own business rules on
operational metrics to alert, assign task
or reward employees
AIR ViewPersonalized data visualization in
a contextual manner for front line
employees and operational managers
Insight Digest Myfriday filters and tells you the most
relevant data trends using properitary
analytical algorithms
Collaboration PlatformComprehensive operations management
platform for the team to collaborate in
real time
Coaching ActionsLeverage metrics for knowledge and skill
improvement through training, quizzes,
and development tasks
Incentive CalculatorCompute variable pay and incentives
from operational metrics using flexible
rule sets
Campaign ManagerDefine your business goals and run a
gamified event to achieve the goal and
to reward the team
Customer BillingLeverage operational data to calculate
customer invoices and SLA compliance
reporting
Myfriday - fresh AIR into data
Fig.3 Myfriday Solution Framework
Founded in 2012, Myfriday is an operational analytics company with a vision to democratize operational data. We guide service enterprises to improve their operational effectiveness by engaging the operational workforce on big data. Our patent pending AIR Framework creates contextual awareness of operational metrics to engage and to reward employees. Our customers across domains like Retail, Healthcare and Shared Services have seen benefits ranging 18% – 26% improvement in operational outcomes.
India USA UK Phillipines Middle East
About us
Every month, the data experts at myfriday are adding value to millions of customer em-
ployee interactions, while learning and energizing themselves simultaneously from those
interactions. Our customers believe they gain the following by working with myfriday.
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Canada
Key Benefits
Our Clients
Sales queries / Demo
Companies have seen 18% - 26% improvement in operational outcomes by deploying
myfriday. Some of the tangible value adds to our clients include
Both outsourced and shared service providers have gained one or more of the following
benefits by deploying Myfriday.
Fig.3 Myfriday Benefits
22% cost savings (in millions $) for a 7,000 employee shared services center
of UK’s largest retailer
19% improvement in employee productivity for a 3,000+ US market
health care BPO
24% increase in revenue opportunity for a 25 seat outbound sales team
for a real estate company in India
Manager Bandwidth Improvement
Insight driven management Targeted, Proactive Coaching
Transparent customer billing
Reduce the Range Minimal revenue leakages
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Myfriday - fresh AIR into data
Fig.4 Myfriday Benefits