1. Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the Enterprise. Data Visualization and the Power of Perspective

2. Rick Daley Solutions Design ContactUs Communications Better People. Better Process. Better Technology. 1108 City Park Ave Columbus, OH 43206 (614) 984-2399 Were under attack! www.ContactUSInc.com FCR Quality Monitoring Customer Surveys Speech Analytics Chat Email Social Media CRM IVR ACD Budget Abandonment ASA SLA ACW Occupancy AHT Data coming everywhere…wont stop…send HELP!! Adherence WFM

3. Single day data file too big for Excel A tangled mess…Joining multiple tables Tool latency inhibits adoption Storage Database Performance Indexing Disk I/O Joining Tables CPU / RAM www.ContactUSInc.com With Big Data Comes Big Problems…

4. All reporting and no analysis makes Jack a dull boy Tools go untouched, investments go stale Too many reports! Flat rankings from multiple data silos Every picture incomplete Too much time to do too little Risk taking action based on incomplete data www.ContactUSInc.com We Wont Use What Isnt Useful

5. We need more data, a single metric doesnt paint the complete picture… Agent A Agent B AHT- 6:40 AHT- 5:45 www.ContactUSInc.com Spot the Top Performer Calls Handled 50 50 Good start, but there are more levels for comparison… FCR 93% 70% Work Minutes w/Callbacks 350 374 When you add it all up, the perspective shifts.

6. 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 way… www.ContactUSInc.com Call CountAverage DurationFCR % 4016152689.8 1710865191 1446365290.9 1434062691.6 1371169892.2 1144776391.6 1092776192.6 1037770191.9 999380793.1 958966791.3 768584894.6 618774292.3 514668690.3 507282191.8 455685092.6 422653890.3 408274791.2 354299394.2 332676092 327680692.9 314871790.7 262683691.3 255987493.7 250378591.9 248887692.3 245292193.4

7. www.ContactUSInc.com And visualize data with a new perspective X-Axis = Duration Y-Axis = FCR Size Reflects Call Count… Small Bubble=Fewer Calls Size Reflects Call Count… Small Bubble=Fewer Calls Clusters show opportunities for business process improvement Top Performer Individual Opportunities for Improvement Each Bubble represents a Supervisors Team

8. www.ContactUSInc.com Now the Team Data is Filtered by Speech Analytics…Only Billing Calls

9. www.ContactUSInc.com Now the Team Data is Filtered by Speech Analytics…Only Cancellation Requests

10. Even at the CSR level, the picture is very telling at a glance… Big Bubbles represent more calls…focus on them first for improvement Top performers stand out Some need to focus more on FCR Some need to focus on handling time

11. Give users something they dont already have Find creative ways to train employees on your systems People wont use tools they dont understand Gamification Scavenger hunts help employees learn to navigate a complex system Team building opportunities and fun competition www.ContactUSInc.com Driving User Adoption

12. Identify Workflow Issues Compare Quality against Productivity, or Talk Time against ACW See the results of process improvement, helpful for budgeting and forecasting Desktop Analytics X / Y Axis Choices Adherence Productivity Quality AHT Components What If…Modeling Results of bottom quadrant improvement www.ContactUSInc.com Coming Attractions

13. Thank You! Contact Info: Rick Daley Solutions Design 614-406-7657 rdaley@contactusinc.com Thats not me.