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Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
Aligning Desktop Analytics to Drive Enterprise Performance
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Aligning Desktop Analytics to Drive Enterprise Performance

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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 …

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

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  • 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
  • Transcript

    • 1. Aligning Desktop Analytics to Drive Enterprise Performance January 14, 2014
    • 2. Aligning Desktop Analytics to Drive Enterprise Performance What to Expect Today Introduction The latest research in desktop analytics Q&A 1 © 2006-2013 by OpenSpan, Inc. All rights reserved.
    • 3. Meet the Speakers Donna Fluss Founder & President DMG Consulting 2 Anna Convery EVP, Strategy OpenSpan © 2006-2013 by OpenSpan, Inc. All rights reserved.
    • 4. Customer-Focused Strategy, Operations & Technology Desktop Analytics & Automation January 14, 2014 Donna Fluss, President
    • 5. Desktop Analytics Desktop Applications Process Automation Employee Activity Tracking & Process Analytics DESKTOP ANALYTICS Employee Guidance Staff System Performance Analytics Workflow STRUCTURED OUTPUT Improve Improve Identify employee compliance & system performance reduce risk inefficiencies Provide employee guidance Streamlines Automate servicing manual systems tasks © 2013 DMG Consulting LLC 4
    • 6. Employee Activity Tracking EMPLOYEE ACTIVITY TRACKING SCORE Applications used by employees Application usage by total time Application usage by percentage Screen usage by total time Screen usage by percentage Application usage by employee vs. department average Time spent on the Internet Actual usage patterns vs. expected process flow % adherence to process flows Application idle time © 2013 DMG Consulting LLC 5
    • 7. Employee Guidance/Next-Best Action Verify Caller Offer X,Y, Z Identify Cell Number Fraud Risk High-value Customer Script © 2013 DMG Consulting LLC 6
    • 8. Process Automation: Common Uses Propagating data across applications and systems Cutting and pasting between applications and screens Embedding logic checks based on business rules Preventing employees from making errors Launching other applications needed to complete a case or work item Enabling the creation of composite screens Pausing and resuming recording for PCIadherence © 2013 DMG Consulting LLC 7
    • 9. Workflow © 2013 DMG Consulting LLC 8
    • 10. What DA Fixes Disparate technology from merged enterprises Non-integrated servicing applications Complex and inflexible Siebel installations that are expensive to update Access to multiple underlying servicing applications for agents Access to information required to address customer inquiries Redundant data entry – cut and paste Lack of spell check in outdated CRM applications Absence of CRM, servicing or sales applications Dependence on IT to make system changes Limited life of existing servicing applications © 2013 DMG Consulting LLC 9
    • 11. Takeaways DA provides transparency into everything employees are doing at their desktop DA is flexible, less expensive and quicker than trying to fix many underlying servicing applications DA should be applied to front and back-office operating environments DA enhances staff satisfaction and productivity at the same time as it reduces errors and improves quality DA identifies process breakdowns and improves the customer journey DA is a gift – it can dramatically improve service quality, staff productivity, the customer experience, and differentiate your service © 2013 DMG Consulting LLC 10
    • 12. 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 © 2013 DMG Consulting LLC 11
    • 13. Business Insights • • • Find Inefficient Processes Reduce Variability Identify Training Issues • Measure Workers to Gold Standard Behaviors Incent Workers Based on Goals and Outcomes Operational Efficiency • Worker Performance Application Support 12 • • • Capture Application Usage Prioritize Maintenance Record Error Steps © 2006-2013 by OpenSpan, Inc. All rights reserved.
    • 14. Business Insights Track Internal & External Compliance Measure Process Adherence Fraud Detection and Prevention • • Risk and Compliance • • • Understand repeat transaction drivers Correlate customer satisfaction to behavior Customer Acquisition Retention & Growth • Customer Satisfaction • • Revenue Generation 13 • Understand repeat transaction drivers Correlate customer satisfaction to behavior Customer Acquisition Retention & Growth © 2006-2013 by OpenSpan, Inc. All rights reserved. Before After
    • 15. Q&A 14 © 2006-2013 by OpenSpan, Inc. All rights reserved.
    • 16. Thank You for Participating! 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 Join the OpenSpan conversation! www.openspan.com 15 © 2006-2013 by OpenSpan, Inc. All rights reserved.

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