Presentation on theme: "Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the Enterprise. Data Visualization and the Power of Perspective."— Presentation transcript:
Solving Problems for the Contact Center Improving Communications…from the Contact Center, to the Enterprise. Data Visualization and the Power of Perspective
Rick Daley Solutions Design ContactUs Communications Better People. Better Process. Better Technology City Park Ave Columbus, OH (614) Were under attack! FCR Quality Monitoring Customer Surveys Speech Analytics Chat Social Media CRM IVR ACD Budget Abandonment ASA SLA ACW Occupancy AHT Data coming everywhere…wont stop…send HELP!! Adherence WFM
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 With Big Data Comes Big Problems…
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 We Wont Use What Isnt Useful
We need more data, a single metric doesnt paint the complete picture… Agent A Agent B AHT- 6:40 AHT- 5:45 Spot the Top Performer Calls Handled Good start, but there are more levels for comparison… FCR 93% 70% Work Minutes w/Callbacks When you add it all up, the perspective shifts.
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… Call CountAverage DurationFCR %
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
Now the Team Data is Filtered by Speech Analytics…Only Billing Calls
Now the Team Data is Filtered by Speech Analytics…Only Cancellation Requests
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
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 Driving User Adoption
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 Coming Attractions
Thank You! Contact Info: Rick Daley Solutions Design Thats not me.