Join DMG Consulting President Donna Fluss as she reveals concrete practices and benefits of desktop analytics in customer service and back office environments to transform enterprise performance. This webinar will showcase how desktop analytics can advocate improving staff quality, efficiencies, and productivity to reduce operational costs. Joining Fluss will be OpenSpan EVP of Strategy Anna Convery, who will highlight the latest advancements in this technology and share several success narratives from companies that have deployed OpenSpan Activity Intelligence solutions to address specific business challenges
Operational Efficiency:Answer the following questions – What transactions occur most frequently?What transactions take the most time?What transactions are the most variable?What can I optimize to improve efficiency?What transactions cross my organizationCase study / Customer Example:Health InsurerLook for Operational EfficienciesPeople Process PerformanceApplication Usage & Idle Time-----------------------------------------------------------------------------------------------------------Worker Performance:Answer the following questions:Who are my most efficient and least efficient workers?What workers exceed my performance and quality standards?Who will meet their sales and collections goals today?Activity Intelligence enables you to improve employee utilization and efficiency in the following ways:Validate Time Standards in Staffing Models, complement Workforce ManagementCorrelate user performance and activities with client satisfaction survey results, transactions/sales per FTE/hour, error ratios, additional HR dataMeasure detailed activities, application usage, non-productive and idle timeMeasure volumes, transaction duration, time spent on activities within a transaction (i.e. how much time was spent on the needs assessment versus the account set-up), customer/account type, products/services selected during a new account opening, maintenance activities.Coach based on facts, 100% of data and real-time visibility rather than manual observations and subsets of dataAgile tools and methods that enable the ability to adapt to rapidly changing environmentsCase Study / Customer Example:Mid Sized BankImprove publicly published efficiency metricsAI is strategic reengineering tool for cross-organizational process optimization and consolidationMeasure and improve activities associated with both front and back office processes------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Application SupportAnswer the following questions:What applications, screens and fields are used the most in my organization?How do I prioritize support, maintenance and new features according to usage?What errors occur in my applications and how do I reproduce them?Use case / Case Study:
Risk and Compliance:Answers the following questions:Are my workers following the correct internal and external processes?Where are my workers making errors that expose me to risk?Who has touched the following account and what did they do?Detect fraudulent activities and patterns--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Customer SatisfactionWhat behaviors and transactions result in repeat processing?What behaviors are associated with poor customer satisfaction?Are my workers handling transactions appropriately?Customer Case Study – Large US TelcoApp Usage and Response TimesAutomation effectiveness and new feature adoptionCSAT, NPI versus behaviorOutsourcer performanceDisposition Analytics--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Revenue GenerationWhat is the real-time impact to operations due to a New Product Launch?Which agents are most effective at presenting next best offers?When and why are orders being abandoned?Customer Use Case – International BankMonitor agent upsell offersPay for performance measures