More Related Content Similar to 20 Minutes on Desktop Analytics: Employee Performance & Operational Efficiency (20) 20 Minutes on Desktop Analytics: Employee Performance & Operational Efficiency2. 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
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Cicero Discovery - Desktop Activity Intelligence™
3. 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)
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Cicero Discovery - Desktop Activity Intelligence™
4. 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
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Cicero Discovery - Desktop Activity Intelligence™
5. 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
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Cicero Discovery - Desktop Activity Intelligence™
6. 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
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Clicks
Chat
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Tickets
7. 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
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Cicero Discovery - Desktop Activity Intelligence™
8. 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
•
•
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Copying and pasting
Navigating multiple screens
Cicero Discovery - Desktop Activity Intelligence™
9. How Cicero Discovery Works
Capture
Desktops
Laptops
Desktop Activities
• User Activities
• Process Events
• Application Data
• Network Data
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Store/Publish
Database
Web Service
Data
• Collected in a Database
• Shared Network Drive
• Publish/Subscribe
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Analyze
Reporting
3rd Party Reporting
and Applications
Reporting & Analytics
• Real time, Historical
• BPMS, BAM, BI
• WFM, Analytics
10. 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.
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Send Thank
You Letter
Send Rejection
Letter
Review Small
Claim
Training: Employees are not
following steps using best
practices.
Cicero Discovery - Desktop Activity Intelligence™
11. 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.
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PCI Compliance: Credit card
information is not masked for all
users.
Cicero Discovery - Desktop Activity Intelligence™
12. Example 1: Data Collected
Current Step
Approved
Rejected
Submit
Review Credit
Check Fraud
Review
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Number of Claims
4
1
5
5
6
2
Cicero Discovery - Desktop Activity Intelligence™
13. 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
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Sue
Rick
Unapproved Business Use
Peggy
Personal Use
Charles
Unapproved Personal Use
Helen
Unclassified
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Sharon
Idle Time
Steve
Group Average Business Use
Richard
14. 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
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Cicero Discovery - Desktop Activity Intelligence™
15. 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
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Cicero Discovery - Desktop Activity Intelligence™
16. 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
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Cicero Discovery - Desktop Activity Intelligence™
17. 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
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10
20
30
TOTAL REBOOTS FOR PERIOD
40
50
18. 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
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17-Sep
18-Sep
19-Sep
Cicero Discovery - Desktop Activity Intelligence™
20-Sep
140
160
19. 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
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LinkedIn.com
CNN.com
IntranetSite.com
Bloomberg.com
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MSNBC.com
WebPortal.com
25
20. 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
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Cicero Discovery - Desktop Activity Intelligence™
21. User Detail Report Example
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Cicero Discovery - Desktop Activity Intelligence™
22. Easy To Log In & Stay Signed In
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Cicero Discovery - Desktop Activity Intelligence™
23. Easy to Verify or Recommend
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Cicero Discovery - Desktop Activity Intelligence™
24. Easy to Find Relevant Information
Unnecessary Effort
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Real Time & Relevant
Cicero Discovery - Desktop Activity Intelligence™
25. 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
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Cicero Discovery - Desktop Activity Intelligence™
26. Customer & Employee Effort Recedes
Number of
end-to-end
customer
requests
completed in
X days
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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%
27. 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
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Cicero Discovery - Desktop Activity Intelligence™
28. 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™
29. 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
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Cicero Discovery - Desktop Activity Intelligence™
30. 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.
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Cicero Discovery - Desktop Activity Intelligence™
31. 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.
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Cicero Discovery - Desktop Activity Intelligence™
32. 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
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Cicero Discovery - Desktop Activity Intelligence™