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Desktop Automation and Analytics:
Optimizing the Customer Experience
2013 Webinar Series – Time with the Experts
Desktop Automation and Analytics: Optimizing the
Customer Experience
What to Expect Today
Introduction
The latest research...
Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved.2
Donna Fluss
Founder & President
DMG Consulting
Anna ...
Customer-Focused Strategy, Operations & Technology
Desktop Analytics & Automation
September 17, 2013
Donna Fluss, President
© 2013 DMG Consulting LLC 4
Top Enterprise Service Trends
© 2013 DMG Consulting LLC 5
Employee workflows
Employee guidance
Employee proficiency
Employee productivity
Employee utili...
© 2013 DMG Consulting LLC 6
Screen Recording ≠ DA
Screen Capture Desktop Analytics
Reactive Proactive
Historical Real-time...
© 2013 DMG Consulting LLC 7
Top DA Use Cases
► Provides transparency into what employees do at their desktops
► Identifies...
© 2013 DMG Consulting LLC 8
Desktop Analytics Benefits
DESKTOP ANALYTICS MODULES
BENEFITS
Employee Activity
Tracking & Pro...
© 2013 DMG Consulting LLC 9
DA Five-Year Projections, 2013 – 2017
© 2013 DMG Consulting LLC 10
Getting Started with DA
1. Assign a project team that includes representatives from business ...
© 2013 DMG Consulting LLC 11
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fa...
Leading U.S. Wireless Carrier
• Real-time guidance = Increased sales
• 360 Customer View = Happier Customers
• Happier Age...
Large Insurer
Months
to Deploy4 15Percent Faster
System Response
System Response Delays =
Increased AHT
Process Complexity...
Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deplo...
Time with the Experts – Future Episodes
© 2006-2013 by OpenSpan, Inc. All rights reserved.15
DATE EPISODE TOPIC
October 17...
© 2006-2013 by OpenSpan, Inc. All rights reserved.16
Q & A
If you would like more information, feel free to send us an
email or give us a call.
info@openspan.com
US/Canada: +1 (678)...
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DMG Consulting's Donna Fluss Discusses Desktop Automation and Analytics - Optimizing the Customer Experience

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Desktop Automation and Analytics have become hot topics in technology discussions in the contact center marketplace over the last two years. As companies realize the impact that improved agent performance can have on the customer experience, it is critical to understand what this solution is – and what it is not. View this presentation by Donna Fluss – founder of DMG Consulting and industry expert – that covers desktop automation and analytics and how companies are utilizing this technology to drive revenue, agent performance and the customer experience cross–industry.

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Transcript of "DMG Consulting's Donna Fluss Discusses Desktop Automation and Analytics - Optimizing the Customer Experience"

  1. 1. Desktop Automation and Analytics: Optimizing the Customer Experience 2013 Webinar Series – Time with the Experts
  2. 2. Desktop Automation and Analytics: Optimizing the Customer Experience What to Expect Today Introduction The latest research in desktop automation and analytics Q & A © 2006-2013 by OpenSpan, Inc. All rights reserved.1
  3. 3. Meet the Speakers © 2006-2013 by OpenSpan, Inc. All rights reserved.2 Donna Fluss Founder & President DMG Consulting Anna Convery EVP, Strategy OpenSpan
  4. 4. Customer-Focused Strategy, Operations & Technology Desktop Analytics & Automation September 17, 2013 Donna Fluss, President
  5. 5. © 2013 DMG Consulting LLC 4 Top Enterprise Service Trends
  6. 6. © 2013 DMG Consulting LLC 5 Employee workflows Employee guidance Employee proficiency Employee productivity Employee utilization System performance Staff Improve employee performance Improve employee compliance & reduces risk Identify system inefficiencies & bottlenecks Provide employee guidance & next-best-action Consolidate & streamlines servicing systems STRUCTURED OUTPUT System Performance analytics Employee activity tracking & process analytics Process automation Employee guidance Workflow DESKTOP ANALYTICS Automate manual & multi-task activities Desktop Applications What is Desktop Analytics?
  7. 7. © 2013 DMG Consulting LLC 6 Screen Recording ≠ DA Screen Capture Desktop Analytics Reactive Proactive Historical Real-time and historical Records a pre-defined % of interactions Captures 100% of interactions Records contact center agents’ use of applications/screens accessed during customer interactions for QA purposes Captures and reports on all desktop activity for front- and back-office employees Passively records screens accessed during interactions Captures and tracks desktop activity and performs other functions, including screen navigation, data propagation, data dips and process guidance Used to assess agent performance Used to assess the performance of agents, the department and the supporting applications Must be reviewed and analyzed by a QA specialist or analyst Provides aggregated data and reports that identify trends Coaching and training needs can be manually identified from sampled interactions Real-time prompts and guidance minimize mistakes while identifying coaching and training opportunities Uses significant network bandwidth Minimal bandwidth required No real-time notification of issues Real-time pop-up, alerts and notifications Data used to enhance QA program Data is aggregated and used to enhance performance of front- and back-office operating areas and systems Dedicated to QA Output shared with all relevant managers throughout the company Records agent processing steps Identifies the optimal processing path and system inefficiencies
  8. 8. © 2013 DMG Consulting LLC 7 Top DA Use Cases ► Provides transparency into what employees do at their desktops ► Identifies systems, applications, screens and fields used by employees ► Identifies paths/steps employees take to complete a task ► Alerts agents when they miss an essential step in a process ► Identifies next-best action ► Identifies up-sell/cross-sell opportunities ► Identifies poorly designed and inefficient applications, process flows and screens ► Identifies system performance problems that slow down employees ► Tracks system response times ► Identifies broken processes ► Provides tools to create new servicing screens without changing the underlying code ► Automates cut and paste between multiple screens and applications ► Automates the movement of data between employees, groups and systems ► Automates multi-step tasks
  9. 9. © 2013 DMG Consulting LLC 8 Desktop Analytics Benefits DESKTOP ANALYTICS MODULES BENEFITS Employee Activity Tracking & Process Analytics System Performance Analytics Employee Guidance Process Automation Workflow Reduces employee costs/improves productivity X X X X X Reduces employee work time X X X X X Reduces training time & costs X X X X Reduces system costs X X X X X Rapidly identifies system issues X Reduces system development costs X X X Improves quality X X X X X Reduces errors X X X Reduces re-work X X X Improves the customer experience X X X X X Improves turnaround time X X X Provides proactive service X X X Improves employee satisfaction X X X X Improves compliance X X X X Standardizes transaction handling X X Reduces losses X X X X Reduces enterprise risk X X Prevents penalties X X X Avoids frivolous lawsuits X X X X
  10. 10. © 2013 DMG Consulting LLC 9 DA Five-Year Projections, 2013 – 2017
  11. 11. © 2013 DMG Consulting LLC 10 Getting Started with DA 1. Assign a project team that includes representatives from business areas that are being enhanced. 2. Conduct a baseline analysis of the current operating environment in order to be able to quantify the benefits after the DA solution is implemented. 3. Rethink the business challenges. Do not use DA to just refresh existing systems and processes. 4. Send team members to training so that they can “own” the process and be positioned to manage it after the cut-over. 5. Prior to going live, invite input from the employees who are going to be using the applications on a daily basis. 6. Make the necessary changes while still in the design phase; continue with this process until the system is approved by all user groups 7. Create a pilot environment and run it in parallel for a 3-month period. 8. Set up a troubleshooting team to ensure that all issues are resolved immediately, and to keep the pilot on time, on schedule and budget. 9. Re-engineer policies and procedures to take advantage of the system’s new process flow and capabilities. 10. Update department goals, employee KPIs, training, QA, reward and recognition initiatives, and annual review forms. 11. Bring up each department sequentially.
  12. 12. © 2013 DMG Consulting LLC 11 Thank You! 6 Crestwood Drive, West Orange, NJ 07052 tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com
  13. 13. Leading U.S. Wireless Carrier • Real-time guidance = Increased sales • 360 Customer View = Happier Customers • Happier Agents = Better Customer Experience  Long hold times  Desktop complexity  Lack of customer data Work Processes Automated22 60% Decrease in AHT=
  14. 14. Large Insurer Months to Deploy4 15Percent Faster System Response System Response Delays = Increased AHT Process Complexity: Errors & Compliance Risk OpenSpan Desktop Analytics  Identified system bottlenecks  Revealed compliance gaps  Pinpointed automation needs
  15. 15. Large Financial Services 6-Month ROI Agile Agent Desktop: 14,000 Agents Results: • Agile agent desktop + automations deployed within 90days • Decreased training times • Increased cross-sell by 20 percent
  16. 16. Time with the Experts – Future Episodes © 2006-2013 by OpenSpan, Inc. All rights reserved.15 DATE EPISODE TOPIC October 17 The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy November 14 Driving More Profitable Customer Relationships in the Insurance Industry www.openspan.com/2013webinars
  17. 17. © 2006-2013 by OpenSpan, Inc. All rights reserved.16 Q & A
  18. 18. If you would like more information, feel free to send us an email or give us a call. info@openspan.com US/Canada: +1 (678) 527-5400, (877) 733-1136 UK: +44 (0) 207 043 3573 India: +91 80 40300 780 www.openspan.com Thank You for Participating! © 2006-2013 by OpenSpan, Inc. All rights reserved.17 Join the OpenSpan conversation!
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