LINKING COACHING TO CONSOLIDATED PERFORMANCE DASHBOARDS DRIVES RESULTS

Transcription

1 1 LINKING COACHING TO CONSOLIDATED PERFORMANCE DASHBOARDS DRIVES RESULTS JASON CRESPO PRODUCT MANAGER

2 2 AGENDA The Perfect Storm Today s Customers Today's Workforce Aspect Performance Management

3 3 The Perfect Storm Emerging Technology, Customer Expectations and Evolving Employee Expectations are transforming the landscape 3

4 Big Data is changing customer and employee expectations

5 CONSUMERS REMAIN FEELING UNDERWHELMED BY CUSTOMER SERVICE 5

6 6 THE NOW Customer EXPECTATIONS Know me Make it mobile Let me do it Make it social Fit into my life Save me time Make me smarter Help me discover Give me flexibility 6

7 7 Know me Make it mobile Let me do it Make it social Fit into my life Save me time Make me smarter THE NOW AGENT EXPECTATIONS Help me discover Give me flexibility

8 MAJORITY OF EMPLOYEES ARE INDIFFERENT ABOUT THEIR WORK AND WORKPLACE 8 18% strongly agree that if you perform better, you grow faster in the 2 organization 21% strongly agree that their performance is managed in a way that motivates them to do 2 outstanding work 33% of employees are engaged in their work 2 Contact centers incur $1.57 million each year due to sub-par agent 1 productivity. Only 21% of contact centers report improvements in agent productivity & performance Companies with productivity agents enjoy 8.7% year-over-year increase in customer satisfaction rates 1 1 Now is a good time to find a quality job : 2012: 19% 2017: 42% 2 1. Gallup State of the American Workplace Aberdeen Group, Agent Productivity & Performance Management: A look into best in class WFO strategies, October 2016

9 9 Aspect Performance Management Learn & Improve Engage Agents in Improvement to Corporate Goals Engaging Workforce Interface Create balanced KPIs to reflect quality/performance goals Reward & Recognition Coaching Access Mobile options Empower Supervisors with Actionable Insight Team Performance, Root Cause Insight Coaching & Reward & Recognition Assist Management in Meeting Operational Targets Align at all levels to corporate goals Insight into customer and operational performance Share insight with enterprise stakeholders Consolidated Performance Views

10 EMPOWERING YOUR DATA TO DRIVE IMPROVEMENT 10 Management sets KPI Threshold Application determines if coaching has improved performance Application creates coaching tasks for supervisors Agents acknowledge coaching

11 11 COMMINICATIONS PROVIDER IMPROVED NPS, SALES, SERVICE, QUALITY Objectives: Improve performance across 350+ sales and service agent position and outsourced agents Decision Criteria: Automated commission calculations, Ranking dashboards, root cause performance insights to drive better coaching Key Uses of the Solution: Integration to ACD, WFM, AQM, CSAT, ICOMS CRM system for detail sales metrics, yielding Sales commission dashboards, sales contests, Ranking dashboards for shift-bid purposes, Net Promoter Score focus and coaching, Agent performance coaching, FCR insights and improvement, Call Categorization reporting for reducing call volumes. Results 8% Revenue Growth Sales Agent Performance - 11% Increase in Upgrade Revenue 41 Point Increase in NPS 50% Reduction in attrition 15% Improvement in Quality 3% Improvement in Productivity 25 Sec Reduction in Wrap and Hold Time 11

12 12 12 ONLINE RETAIL COMPANY IMPROVED SALES CONVERSION & SERVICE Business Issues Volume up 60% Year over Year Unpredictable volumes due to lack of information on source Manual export to Excel for reports Sales data not readily available Agent level data not available until next day Solution Aspect Performance Management Contributors to Avaya CMS, Aspect WFM, Oracle CRM, Moxie Daily and interval level reporting Incentive forms for hourly sales contests Results Sales Agent Performance 12% increase in Sales Conversion From 19% to 51% in the middle tier conversion rate Service Agent Performance 6% reduction in Average Talk Time Operations Benefit - $75K annual savings in automated reporting Bottom Line Impact - 5% increase in Care Center contribution to Gross Revenue

13 13 QUESTIONS

14 14 THANK YOU JASON CRESPO PRODUCT MANAGER