James Hunt, Director, Product Management, eGain

1. Analytics for
Omnichannel
Customer
Engagement
James Hunt | Director, Product Management, eGain March 8th, 2016

2. eGain
Voice
Analytics™
eGain
Digital
Analytics™
eGain
Knowledge
Analytics™
eGain
Journey
Analytics™
(Beta)
eGain
Analytics™
Insights for
Omnichannel
Customer
Experience
Optimization

3. Why eGain analytics?

4. Customers expect
seamless engagement
across channels

5. Engagement hubs
provide the means for
communication
Customers expect
seamless engagement
across channels

6. Business users need the right information and management
tools to deliver consistent customer experiences
Engagement hubs
provide the means for
communication
Customers expect
seamless engagement
across channels

7. “Being digital is about using data to make
better and faster decisions, devolving
decision making to smaller teams, and
developing much more iterative and rapid
ways of doing things”
McKinsey & Co, July 2015

8. Access Context Empowerment Governance
To the right
information
To provide
insight
To act on
decisions
To safeguard
processes
The essential elements…

9. Cross-
channel
Relevant
Actionable
Enterprise
Wide
Focused
Timely
Access to the right information

10. Saturday Night Fever, Apollo Victoria
“An all out
retro romp”

11. “If it’s an all out
retro romp you
want, this only fitfully
delivers”
2004
Saturday Night Fever, Apollo Victoria
“An all out
retro romp”

12. Guys & Dolls, Piccadilly Theatre
“Hilarious”

13. Independent on Sunday, 2005
“Frank Loesser’s great
musical from 1950 is
hilarious…Grandage’s
production falls
somewhat flat”Guys & Dolls, Piccadilly Theatre
“Hilarious”
On Sunday, 2005

14. Service Level: 74%

15. Service Level: 74%

16. Service Level: 74%

17. Service Level: 74%

18. Controls to manage resources
Data driven interventions for
personalized interactions
Tools to drive enquiry resolution
Empowerment and the Tools to Act

19. Gartner, Jan 2015
“Through 2016, less than 10% of self-
service BI initiatives will be governed
sufficiently to prevent inconsistencies
that adversely affect the business”

20. Security
Integrity,
Accuracy and
Completeness
Audit History and
Traceability
Veracity
Controlled
Access for the
Right People
Compliance
Data governance is essential

21. How do we
get there?

22. • Agent and Customer journeys
• Use a consolidated platform for consistent
analysis
Capture interactions across all
touchpoints
Analytics driven optimisation

23. Determine the right measurements
for your business goals
• Define success criteria
• Align KPIs with business imperatives
• Identify indicators
Analytics driven optimisation
Capture interactions across all
touchpoints

24. • Incomplete journeys
• Customer feedback
• Performance outliers
• Systemic issues
Analytics driven optimisation
Determine the right measurements
for your business goals
Capture interactions across all
touchpoints
Identify opportunities for
improvement

25. • Enquiry resolution tools
• Resource allocation
• Personalized interventions
• Process and system change
Analytics driven optimisation
Determine the right measurements
for your business goals
Capture interactions across all
touchpoints
Identify opportunities for
improvement
Apply targeted interventions

26. • Is it happening?
• Is it working?
• Is it effective?
Analytics driven optimisation
Determine the right measurements
for your business goals
Capture interactions across all
touchpoints
Identify opportunities for
improvement
Apply targeted interventions
Measure the impact of changes

27. Analytics driven optimisation
Determine the right measurements
for your business goals
Capture interactions across all
touchpoints
Identify opportunities for
improvement
Apply targeted interventions
Measure the impact of changes
Continuous
improvement is not a
project…
…LIVE IT!

28. How can we help?

29. eGain
Voice
Analytics™
eGain
Digital
Analytics™
eGain
Knowledge
Analytics™
eGain
Journey
Analytics™
(Beta)
eGain
Analytics™
Insights for
Omnichannel
Customer
Experience
Optimization

30. Enterprise
RetailCommercial Insurance
Outsourcer 1Site A
Outsourcer 2Site B
LoansSupport
Credit CardClothing Team
SavingsShoes Team
CheckingRetention
ClaimsAuto
Vendor ManagementHome
IVR/KBLife
Sales Service Sales Service Sales Service
Is the Self-Service and Knowledge
Agent roll-out having the
expected impact on my KPIs?
What is the operational status across all customer
touchpoints this quarter?
What is the stack ranking of my Agents
across sites and across channels?
Who is the best performing Agent on
the Savings queue that I can move to
help out on the Checking queue?
Given contact volumes over the last year, what
is my forecast volume by channel?
How well are Agents using knowledge to resolve
customer issues? Which are the most used
Articles? Are there any content gaps?
Are proactive chat offers successfully
deflecting voice calls?
Enterprise Wide Access…

31. eGain Analytics™ SERVICE & COMPLIANCE EFFORT & SATISFACTION COST REVENUE
DIGITAL
Offers
Offers Volumes
Offer Funnel - Eligibility, Presented, Accepted,
Engaged, Converted
Rejection Rate Escalations Offer Conversion
Chat
Chat Volumes
Chats Served
Service Levels Compliance
Chat Funnel
Survey Data
Avg. Waiting Time
Transfers
Chats Rejected/Abandoned
Avg. Handling Time
Cost of Chat Service (Chat
Volumes)
Chat Offers Conversion (Proactive
Chats)
Email
Email Volumes (Queue, Department)
Service Level
Turnaround Time
Avg Emails/Case
Work Time
Transfers
Email Volumes and Transfer
Reduction
Translated in savings Costs
KNOWLEDGE
Knowledge Agent and Web Self-Service Usage
Number of Sessions
Article Views
Guided Help Sessions
Failed Searches
Escalations
Article Rating
Solutions Rejection
Access Methods
Content Offers Rejected
Avg. Session Duration
Cost of Escalations (Volume of
Escalations)
Cost of Authoring (Non-viewed
knowledge)
Contact Avoidance Rate
Content Offers Conversion
VOICE
Volume & Outcome
Service Level
Queue Status (RT)
Utilization
FCR/Repeat Rate
Transfer Rate
Calls Held
Avg. Hold Time
Avg. Handled Time
Volume
Conversion
JOURNEY
Site visits/Bounces
Persona
Page views
Channel Volumes
Repeats
Channel switching
Escalations
Abandonment
Transfers
Repeat Activity
Chat Costs/Contact
Cost of Escalations
Conversion Rate
Offer Conversion
Chat Conversion
Knowledge Conversion
Contact Avoidance Rate
KPIs aligned with business goals

32. Rapid provisioning
Create & manage resources
Secure & audited
Analytics powered journeys
Control over contact
routing
Empowerment to act
Resource
Management
Service
Management

33. Omnichannel Voice Offers
Quick value ‘out-of-the-box’
Chat Knowledge Customer journey

34. What is the overall performance across
all channels in the last three months?

35. Are proactive chat offers successfully
deflecting voice calls?

36. Slide 36
How effective are the chat and content offers in driving
conversions?

37. Is the Knowledge roll-out having the desired
impact on my contact centre?

38. Which queues are under pressure right now?

39. Slide 39
Measure & Manage Dashboatrd
Some of my less busy teams can help out the chat queue.

40. Choose a model Choose fields Choose totals
Style & format Save That’s it!
Creating powerful reports is

41. Orchestrating the omnichannel
experience
The right information
The right context
The right tools
The right control

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