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Session Code #1409Transform the Customer Experience with Uncomplicated Performance Management

Ryan PrestelDirector of Product ManagementUptivity

Who we are

• Unified workforce optimization suite.

• Customer-centric, flexible solutions customized to your environment.

Avaya Partnership

• Avaya Technology Partner.• Member since 2007.• Compliance tested:

– Avaya Aura® Application Enablement Services (AES) 6.3

– Avaya Proactive Contact 5.1

Uptivity has an extremely strong commitment to its

customers and employees.

Uptivity has emerged as a major vendor of agent performance management (APM) software.

Conflicting Goals of the Contact Center

• Cost Reduction• Providing Superior Customer Service

Current Versus Future Customer Interaction Channels

Current Versus Future Customer Interaction Channels (Mean Percents): North America, 2014

Traditional Customer Interaction MetricsThe Customer Journey is Comprised of Multiple Parts

Event-Driven Data (within channels)

Single events within a contact center channel• DTMF or speech input to IVR (account #, menu

choice, etc.)• Web click on a web page

Event-Driven Data (within channels)

Single events within a contact center channel• DTMF or speech input to IVR (account #, menu

choice, etc.)• Web click on a web page

Event-Driven Data (within channels)

Single events within a contact center channel• DTMF or speech input to IVR (account #, menu

choice, etc.)• Web click on a web page

Performance Analytics SourcesData Can Come from Anywhere and is Interconnected

Performance Management Challenges

Too much data from too many sources

Inconsistent and inefficient reporting Lack of resources (time, budget, people)

Measurement is a Must

Source: scientificamerican.com

“If you can not measure it, you can not improve it.”

-Lord Kelvin

• Conventional tools aren’t sufficient to measure the temperature in today’s contact center

• Identify success─ Positive reinforcement─ Model behavior, reduce costs

• Identify opportunity─ Shorten the feedback cycle─ Coach in real-time

• Monitor progress─ Performance visibility

Performance Management Challenges

Performance Management Takes Care of the Heavy Lifting

Critical Systems and Data

ACD

/PBX

• Volume• AHT• ASA• Survey• IVR

HRI

S• Structure• Name• Contact• Tenure• Skills• PTO

WFO

/WFM

• Adherence• Schedules• Forecasts• Quality• Recordings

Spee

ch A

naly

tics

• Trending• Coverage• Efficiency• Automation

Root-causeAnalysis

BusinessIntelligence

InteractionMetadata

Simplified Administration

Getting Started

ContactUS Communications

CUSTOMER SUCCESS

Service Offering Full Service Contact Center BPO

• Contact Center Services─ Voice, Chat, E-mail, White Mail, Social Media─ Inbound, Outbound, Blended Programs─ Customer Service, Technical Support,

Inbound / Outbound Sales, Customer Retention, Win Back Programs

• Voice is our primary service channel─ Shorten the feedback cycle─ Coach in real-time

• What gets measured gets done…─ Inspect what you expect─ Customer service is the key differentiator in

the marketplace today

Performance Management How it works (tactical)

Capture• Voice Recorder• Screen Recorder• WFM• CRM• VoC• QA• Telephony Switch• Employee Data• Other Apps

Engage• Agent Performance• Business Intelligence• Continuous

Improvement

AnalyzeInsightAnalyzes the Data

Report• KPI reporting, from

agents to executives• Analyze interactions• Gather actionable

data

Three Pillars of Analytics

• Align agent performance with business goals

• Find unwanted agent behaviors before a customer complains

• Target coaching efforts to large-impact behaviors

• Uncover corporate and regulatory compliance deviations

• Processes• Training• Associates• Service Quality• Products

• Customers• Competitors• Sales & Marketing• Regulatory Compliance

• Remove inefficiencies

• Reduce costs through improved process management

• Support Continuous Improvement programs

• Demonstrate commitment to quality and service through effective allocation of resources

Continuous ImprovementAgent Performance Business Intelligence

Internal

External

Agent Performance Apparel – Inbound Sales

Cross Sell Effectiveness• CRM Data (structured)• Voice recordings (unstructured)

Cross Sell Opportunity(% of total calls)

Iteration 1 Iteration 2

6.5% 8.5%

Coached agents on cross selling best practices:• Don’t be afraid to make a cross

sell attempt• Be prepared to offer a valuable

suggestion to the customer

Cross Sell Opportunity(% of total calls)

Iteration 1 Iteration 2

24.5% 30.5%

Business Intelligence Manufacturing – Customer Service

Product Failures• CRM Data (structured)• ACD Data (structured)• Voice recordings (unstructured)

Product Failures generated

of total call volume.18%

Using data, the Contact Center was able to show Procurement the financial impact of poor zipper quality.

of those calls were a result of a zipper failure.

66%

11% of total agent handle time was a direct result of a zipper issue.

Continuous Improvement Consumer Affairs – Customer Service

Cross Sell Effectiveness• CRM Data (structured)• ACD Data (structured)• Voice recordings (unstructured)• WFM (structured)

• What is each reason code being used for?

• How often is each code used?• Develop speech algorithms to

capture data automatically.

1,600 Reason Codes

Start

Iterati

on 1

Interati

on 2

Interati

on 3

Interati

on 4Acti

veGoal

0

400

800

1200

1600

Reason Codes

20

Focused Call Evaluations• Learn how customers speak• Learn how agents speak• Colloquialisms• Acronyms & Slang

Insight by Uptivity

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Thank You for AttendingPlease remember to complete your

evaluation of this session in the CONVERGE2014 mobile app.

#1409Transform the Customer Experience with

Uncomplicated Performance Management