20 Minutes on Desktop Analytics:  Employee Performance & Operational Efficiency
Upcoming SlideShare
Loading in...5
×
 

20 Minutes on Desktop Analytics: Employee Performance & Operational Efficiency

on

  • 166 views

You’d be surprised what Desktop Analytics discovers. Use this new desktop activity intelligence to target areas to improve employee and overall operational performance.

You’d be surprised what Desktop Analytics discovers. Use this new desktop activity intelligence to target areas to improve employee and overall operational performance.

Statistics

Views

Total Views
166
Views on SlideShare
166
Embed Views
0

Actions

Likes
0
Downloads
1
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

20 Minutes on Desktop Analytics:  Employee Performance & Operational Efficiency 20 Minutes on Desktop Analytics: Employee Performance & Operational Efficiency Presentation Transcript

  • Desktop Analytics Employee Performance & Operational Efficiency
  • Traditional QA can cost you the business Subjective Compliance v Quality Joe thinks Jane isn’t processing orders efficiently Joe and Mary calibrate on what ‘efficient’ looks like Expensive They watch screen recordings & hope to find route to ROOT how Jane works differently v the group Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Leads to unwanted outcomes Small sample size information Coaching is applied with best guess recipe for process time redux It works or doesn’t Jane questions value of coaching Wonders why they are worried about her v all the system and procedural BS Cycle repeats x 5, 50 or 5000 employees daily (or at the end of every month) Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • What if you could Know v Assume Always on insight System, application and work process feedback Empirical data to augment opinion and ‘gut’ Isolation of bottlenecks for game tape FF & Rewind Critical step completion or miss Interaction reason and disposition based on desktop activity Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Performance & Efficiency = “How might we...?” Obstacles • • • • Application Network Skill Knowledge Opportunities • Policy /Procedural • Application and Data • Procedure Innovation • Who is ‘winning’ & HOW? • Faster (more interactions or work items per day, etc…) • Better (fewer mistakes or fallout) • Cheaper (fewer x-fers and call backs) How can I do more with less effort? • One and done > three and costly Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Where all Interactions and Transactions Take Place Knowledge Management Service Details Customer History Tasks Softphone Wrap-up CRM Websites Disposition Processes Procedures Surveys Cases Internet Product Details Customer Look-up Intranet Salesforce Data Entry Email Tabbing Siebel Copyright © 2014 Cicero Inc. Clicks Chat Cicero Discovery - Desktop Activity Intelligence™ Tickets
  • Gathering Business Intelligence Web Analytics – capture everything a visitor does on a website Surveys, Voice of the Customer – capture direct feedback from customers Speech Analytics – capture customer employee conversations Desktop Analytics – capture everything that employees do, measure processes, gather IT info Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • How Companies are using Desktop Analytics People • • Processes Technology Identify general training issues • Inconsistent workflow • Application usage • Repetitive and manual tasks • Memory and network issues Isolate training and coaching needs for individuals on specific apps and workflow • Fraud and compliance issues • Application response times • Identify the step(s) in any or all processes an object (an account, claim, product, etc.) has been through • Desktop and laptop issues • Unauthorized applications • Manage maintenance and sun setting of applications • Identify 3rd party application issues (e.g., hosted) • Idle time • Personal and break time • Productivity • • Copyright © 2014 Cicero Inc. Copying and pasting Navigating multiple screens Cicero Discovery - Desktop Activity Intelligence™
  • How Cicero Discovery Works Capture Desktops Laptops Desktop Activities • User Activities • Process Events • Application Data • Network Data Copyright © 2014 Cicero Inc. Store/Publish Database Web Service Data • Collected in a Database • Shared Network Drive • Publish/Subscribe Cicero Discovery - Desktop Activity Intelligence™ Analyze Reporting 3rd Party Reporting and Applications Reporting & Analytics • Real time, Historical • BPMS, BAM, BI • WFM, Analytics
  • Example 1: Areas for Improvement Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why? Simple Claims Process Review Credit Check Fraud History Claim > $500 APPROVE Pay Claim Sub Process Review Large Claim Start Submit Claim End Wait for Report & Estimate REJECT Claim < = $500 Application Response: Employees wait for screens to refresh while navigating application. Copyright © 2014 Cicero Inc. Send Thank You Letter Send Rejection Letter Review Small Claim Training: Employees are not following steps using best practices. Cicero Discovery - Desktop Activity Intelligence™
  • Example 2: Operational Insight Simple Customer Service Inquiry Missing Process: CRM not updated consistently after technician completes work. UNRESOLVED Dispatch Sub Process RESOLVED RESOLVED Active Contract Troubleshoot Problem Contract Status? Phone Create Case Assign Case YES Customer Lookup End New Contract Sub Process Website Expired Contract Purchase Contract? NO Manual Process: Employee searches 2 different customer databases for status and contract details. Copyright © 2014 Cicero Inc. PCI Compliance: Credit card information is not masked for all users. Cicero Discovery - Desktop Activity Intelligence™
  • Example 1: Data Collected Current Step Approved Rejected Submit Review Credit Check Fraud Review Copyright © 2014 Cicero Inc. Number of Claims 4 1 5 5 6 2 Cicero Discovery - Desktop Activity Intelligence™
  • User Activity User Activity for 9/16/2013 100% 90% 80% User Activity as % of Shift 70% 60% 50% 40% 30% 20% 10% 0% Lee Business Use Copyright © 2014 Cicero Inc. Sue Rick Unapproved Business Use Peggy Personal Use Charles Unapproved Personal Use Helen Unclassified Cicero Discovery - Desktop Activity Intelligence™ Sharon Idle Time Steve Group Average Business Use Richard
  • Cut/Copy Group Total Cut/Copy by User and Application Neil 80 70 60 50 40 30 20 10 0 Mike Word Excel Jim Outlook Salesforce.com Tony John Word Excel Outlook Salesforce.com Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Application Usage Comparative Usage Group Average Neil Word 30 LinkedIn.com 25 Excel 20 Youtube.com Outlook 15 10 5 Amazon.com Salesforce.com 0 Facebook.com Knowledge Base Siebel CRM Inventory Mgmt Service Scheduling Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Applications Used Usage Activity by Application class Unapproved for Personal Use Approved Business Use Unapproved Business Use Youtube.com Approved Personal Use eBay.com Unapproved Personal Use Solitaire Unknown Application Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • System Restarts Total Minutes lost to Reboot by Shift Last App Used before Reboot 20-Sep Flickr.com LinkedIn.com Solitaire 19-Sep eBay.com Youtube.com 18-Sep Amazon.com Facebook.com Siebel CRM 17-Sep Salesforce.com Outlook 16-Sep Excel Word 0 50 100 150 200 250 0 TOTAL MINUTES LOST FOR REBOOT Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™ 10 20 30 TOTAL REBOOTS FOR PERIOD 40 50
  • Time Lost for System Restarts Time Lost for Reboot John Jon Hal Tony Jim Keith Mike Tom Neil 0 20 40 60 80 100 120 MINUTES LOST FOR REBOOT 16-Sep Copyright © 2014 Cicero Inc. 17-Sep 18-Sep 19-Sep Cicero Discovery - Desktop Activity Intelligence™ 20-Sep 140 160
  • Website Response Time Average Web-Site Response Times- 9/16/13 SECONDS TO LOAD 0 5 10 15 20 8:00-9:59am 10:00-11:59am 12:00-1:59pm 2:00-3:39pm 4:00-5:59pm Salesforce.com Copyright © 2014 Cicero Inc. LinkedIn.com CNN.com IntranetSite.com Bloomberg.com Cicero Discovery - Desktop Activity Intelligence™ MSNBC.com WebPortal.com 25
  • Workstation Detail Report Workstation Details: a profile report including CPU, memory installed, memory used, operating system installed, screen resolution, computer name, 32 vs. 34 bit Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • User Detail Report Example Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Easy To Log In & Stay Signed In Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Easy to Verify or Recommend Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Easy to Find Relevant Information Unnecessary Effort Copyright © 2014 Cicero Inc. Real Time & Relevant Cicero Discovery - Desktop Activity Intelligence™
  • When Back becomes (like the) Front… Processes get examined for utility & cost And get defined SLAs and centralized reporting Resource planning models are flexed across departments (including front and back office) to maximize efficiency (speed) and effectiveness (quality) Front end orders and requests get followed up for maximum order to cash and minimum missed commits Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Customer & Employee Effort Recedes Number of end-to-end customer requests completed in X days Copyright © 2014 Cicero Inc. Average endto-end processing time reduced by X% Customer Satisfaction score improved by X% Increase in Team Manager Time to focus on team by X% Reduction in repeat calls of X% Total number of calls reduced by X% Cicero Discovery - Desktop Activity Intelligence™ Record SLA performance X Client Outstanding work volume (backlog) down by X%
  • Efficiency Measures  Agent occupancy Actual time busy on customer contacts compared to available or idle time, calculated by dividing workload hours by staff hours  Staff shrinkage The % of time that employees are not available to handle calls  Schedule efficiency Variation by ½ hour is the key (don’t get fooled by using daily or monthly figures)  Schedule adherence The forecast and staffing plan don’t mean much if the staff isn’t ‘available’ according to the plan – front (random) or back (sequential) work notwithstanding  AHT/ACW It’s critical not to focus coaching efforts too directly on the AHT number itself. It’s best to identify the specific steps, words, and behaviors needed on a call and coach to those, not to an AHT number  System availability and accessibility ‘Slow’ or ‘cumbersome’ adds seconds or minutes to the handle time of a transaction Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Profitability Measures  Conversion rate The percentage of transactions in which a sales opportunity is translated into an actual sale  Cost per call Labor only or ‘fully loaded’ – pick one and stick to it. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Service Measures  Blockage All customer interaction channels need to be ‘open’ and ‘able’ or you skew the SVL  Abandon rate Affected by the average wait time in queue (which can be controlled by the call center), and individual caller tolerance, time of day, availability of service alternatives, etc…  Self-service availability Overall part of the staffing and productivity mix  Service level/ASA Service level, the percentage of calls that are answered in a defined wait threshold, is the most common speed of answer measure in the call center. Can and probably should include entire start to resolution time and process (even across departments)  Summary of service measures If the goal is 80% in 30 seconds, then look at the # of ½ hour periods of the day that were between 75% and 85%. Shows consistency of service being delivered, which in turn affects customer perceptions, employee workload, and bottom-line efficiency and cost Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Quality Measures  First call resolution rate It gauges the ability of the center, as well as of an individual, to accomplish an interaction in a single step without the need for a transfer or a call back  Transfer rate Costly. Follow the trail and look for bottlenecks  Communications skills This is why we have audio recording (and screen/text reviews for chat and email)  Adherence to procedures Adherence to procedures such as workflow processes or call scripts is another essential element of quality.  Customer satisfaction surveys Hmmm….maybe we should ask the customer how we’re doing? Penny recommends Fred Van Bennekom’s book, Customer Surveying. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Employee Measures  Staff turnover/retention Review by team, by work or call type and by performance.  Employee satisfaction scores (I would suggest Engagement) Get, Give, Belong and Grow  Big time correlation with Customer Engagement and overall loyalty I got this list of 20 key metrics from Penny Reynolds. She is the founding partner of The Call Center School, and pretty much a rock star. Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™
  • Thanks & A Programming Note  Next 3 Thursdays @ 11:30am Eastern  Customer Effort & Engagement  Contact Center Use Cases  Back Office Use Cases  Questions or Live Demo Requests  www.ciceroinc.com Copyright © 2014 Cicero Inc. Cicero Discovery - Desktop Activity Intelligence™