NICE USER GROUP 2015

Transcription

1 NICE USER GROUP 2015

2 Agenda 4 th December 2015 In addition to having our Breaks and Lunch, we are going to do the following. Understand the key drivers of NICE WFM Forecasting & Scheduling Discuss NICE WFM Change Management Look at the capabilities of NICE WFM s Employee Engagement Manager Module Know more about the transformation NICE Performance Management brings to an Organization Walk thru of

3 NICE WFM FORECASTING & SCHEDULING

4 Workforce Management Combination of Science and Art Ability to assign employees with right skills, to the right job, at the right time Capability to balance business initiatives in terms of C-SAT as well as E-SAT How many People do we need to hire and schedule? Analyze Performance How did we do and what do we need to do to improve? Workforce Management Cycle When do we need them to handle contacts and other activities? Schedule Agents and Events How do we ensure goals are met when things change? Manage Change

5 Embedded Multi-skill Simulation Number of Agents Needed Least Efficient Agent Requirements Most Efficient Skill C Agent Agent Agent Skill B Agent Agent Agent Skill A Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Agent Single-Skilled Agents Scheduled Multi-skilled Agent Combination Universal Agents Scheduled Embedded simulation is the only way to accurately calculate requirements and coverage in a multi-skill environment

6 Simulate to Determine Multi-skill Efficiencies Only NICE IEX WFM simulates EXACT routing EXACT agent skills EXACT skill levels EXACT schedules Time ErlangC Req. Multi-skill Efficiency Multi-skill Req. 08: % : % : % Interval Multi-skill Efficiency percentages determine how many agents you need for each skill Interval Skill Usage Estimates determine how each agent will spend his time Re-simulation makes it possible to update usage estimates, coverage lines and projected results when conditions change

7 NICE WFM EMPLOYEE ENGAGEMENT MANAGER

8 Employee Engagement Manager automated staffing management use case Schedule Overtime or Extend shifts Dashboard: Spike in contacts or employee deficit from 11:30AM -12:30 PM Rule Activated: Auto find optimal employees available for OT or extended shift Intraday Analyst / Supervisor: Presented with employee list and/or alerted of shift change(s) Alerts: Employee alerted to schedule change, and reminded at start time WFM: Schedules automatically updated Employee: Notified via desktop, SMS, , voic , smartphone - accepts / confirms schedule change

9 Employee Engagement Manager overview Provides tools for Workforce Management teams, Operations teams, and Managers / Supervisors to proactively monitor and automate the optimization of staffing and performance. Automates staffing actions by analyzing interval-specific staffing requirements (based on constantly changing forecasted requirements and scheduled open data) and applying user-defined business rules to process the assignment of additional hours or removal of hours on employee schedules. Selects the optimal employees for additional hours or removal of hours by considering employee provided preferences, total work hours, performance and other criteria. Automates mandatory overtime assignments based on business need and employee schedules and preferences. Provides actionable real-time alerts to Management, WFM Staff, Intraday Analysts, Supervisors, and Employees. Includes an Intraday Analyst Dashboard, which is a browser-based portal providing information needed to make intelligent staffing decisions. Includes a Supervisor Dashboard, which is a browser-based portal providing the ability to view and act upon real-time operational KPIs related to a team of employees (includes real-time messaging, viewing team schedules, and monitoring team member schedule change requests). 9

10 Employee Engagement Manager optional Mobile Module overview Provides self-service tools via a browser and via a smartphone app for employees to manage OT/VTO preferences, contact preferences, do not disturb preferences, and respond to calls-to-action. Set preferred method of notification of opportunities for overtime (OT) and voluntary time off (VTO); define do not disturb time periods; and select periods of preferred OT/VTO. View and accept published OT/VTO opportunities. View schedules and schedule details; request schedule changes such as absenteeism; and swap schedules with self or other employees. 10

11 Employee Engagement Manager Architecture Call-to-Action ( , SMS, phone, mobile app, desktop alerts) NICE WFM EEM Platform* Alerts Admin Portal Business Rules Database Call to Action Real-Time Decision Engine Employee Database Employee Portal NICE WFM** RCP Portal Forecast / Schedule Database Admin & Employee Database WebStation 11 *SaaS; hosted **Perpetual or SaaS; on premise or hosted

12 Employee Engagement Manager features The Employee Engagement Manager solution includes several features which allow workforce managers, intraday analysts, and supervisors to automate staffing adjustments and receive alerts on operational performance. The following features are included: Business Rules Processing (Real-Time Decision Engine) Business Rules Management System Administration Real-time Monitoring Supervisor Portal Alerts & Notifications Reports 12

13 Employee Engagement Manager optional Mobile Module features The Employee Engagement Manager Mobile Module includes of a set of selfservice tools for the employees to manage schedule changes that are aligned with business needs. The EEM Mobile Module is a browser-based portal for the desktop, as well as a smartphone app. With the easily downloadable smartphone app, employees can perform the following from the palm of their hand, anywhere/anytime, while ensuring that each change helps optimize staffing levels: Employee Preferences Schedule View and OT/VTO Schedule Assignment Schedule Swap Schedule Absence 13

14 14 HOW TO ENGAGE EMPLOYEES

15 Employee Satisfaction: Millennial Style Most Millennials value WHERE they work and WHEN they work as more important than opportunities for more pay or advancement Millennials want an employer where work output is valued more than the time put in 58% of Millennials don t expect to stay in their job more than 3 years Millennials view work as a THING as opposed to a PLACE 3 out of 4 Millennials say that worklife balance is a primary driver of their career choices Source: U.S. Chamber of Commerce Millennial Generation Research

16 Key Sources of Employee Frustration High stress work environment High call volume Lack of coaching Slow change request approval Short shifted (VTO) Missed overtime opportunities Environment Schedule Compensation Lousy hours Mandatory overtime Scheduling confusion Lack of Scheduling Empowerment Supervisor subjectivity in scheduling

17 5 Keys to Employee Engagement: Scheduling Empowerment

18 Scheduling Empowerment #1 : Access to schedule anywhere / anytime The preferred internet access point for today s millennial generation is the mobile app A native Apple/Android mobile app provides single-icon-click access

19 Scheduling Empowerment #2 : Control over how to be reached People have preferred ways to be contacted when they are not at work (e.g., SMS, , voice call) Enabling employees to define preferred contact method(s) dramatically increases communication success rate

20 Scheduling Empowerment #3 : Control over when to be contacted There will be times (e.g., 11:00pm to 6:00am Monday-Friday, midnight to noon Sunday) which employees simply do not wish to be contacted Enabling employees to easily configure do not disturb times is a must

21 Scheduling Empowerment #4 : Real-time alerts of high-interest opportunities Employees do not like receiving spam notifications, but appreciate being notified of opportunities that aligned with personal interests Enabling employees to pre-identify highinterest extra-hour or time-off opportunities and using this information to determine which employees should be alerted eliminates the spam effect

22 Scheduling Empowerment #5 : Change requests with instant approval Show your employees what time slots can be instantly approved Eliminates delays and reduces administrative costs associated with manual analysis and approval

23 Employee Engagement Manager Mobile Module Anywhere / anytime access Apple & Android apps Continual screen refreshing Reflects current needs Instant approval No uncertainty Real time response to proactive call-to-action Engage Your Employees in the Success of the Enterprise

24 24 VALUE OF ENGAGED EMPLOYEES

25 Customer Satisfaction (%) Employee Satisfaction Impacts Customer Satisfaction & Employee Turnover Annual Employee Turnover (%) Employee Satisfaction & Customer Satisfaction Employee Satisfaction & Annual Employee Turnover Employee Satisfaction (%) Employee Satisfaction (%) Engagement Through Self-Service Improves Employee Satisfaction

26 Engaged Employees Reduce Attrition $15,000 to $20,000 per employee Direct costs: $6000 / employee Recruiting Training Reducing Agent Turnover in Contact Centers (2010) Indirect costs: $9,000 - $14,000 / employee Lost productivity during the ramp up period of a new employee Increased re-work and overheads to accommodate performance gaps of new employees Reduced performance prior to leaving Compromised quality of customer service, resulting in reduced customer satisfaction, lost upsell/cross-sell opportunities, customer churn, etc. 1,000 employees at 7% attrition per month = $1M+ in costs per month

27 Customer Satisfaction & Company Performance Companies with high or improving customer satisfaction scores outperform the S&P500

28 Employee Engagement Manager Mobile Module What the employees get: Anywhere, anytime access through a true smartphone app Control over how and when to be contacted Personalized alerting of high interest opportunities Flexibility to change schedule with instant confirmation What the business gets: Fewer change requests to manually process Decreased intraday staffing variances Reduced employee absenteeism and attrition Higher employee performance and customer satisfaction

29 Employee Satisfaction Survey before and after deployment Comparison of survey results before and after deployment Comparison of employee survey results for browser versus smartphone for Apple/Android Results represent aggregate client data from multiple companies

30 Employee Satisfaction Survey Results engagement % Negative Neutral Favorable -55% Sample Engagement Questions What is your satisfaction level the schedule change -55% request process? -55% What is your level of understanding of the VTO/OT process? Do you agree that the selection and approval of employees for VTO and OT is fair? Before Deployment +30% After Deployment Web-Browser +70% After Deployment Smartphone App How easy is it for you to communicate +70% your availability for VTO and OT to management? How +255% important is it to receive requests for OT & VTO when you are not at work?

31 Employee Satisfaction Survey Results scheduling flexibility 100 Sample Scheduling Flexibility Questions % Negative Neutral Favorable -65% How easy is it to trade your schedule with other employees? How easy is it to rearrange your schedule by taking time off and making it up at another time? % +450% How easy is it to view your schedule? How easy is it for you to determine when VTO or OT opportunities are available 10 0 Before Deployment After Deployment Web-Browser After Deployment Smartphone App How easy is it for you to modify your schedule

32 CASE STUDIES

33 Employee Engagement Manager business case Sample use cases that drive the ROI: Occupancy targets and service level thresholds alerts improve SL consistency by 5-10% Maintain consistent levels of service throughout the day, week, month Adherence alerts improve occupancy by 2-10% Proactively monitor adherence for real-time corrective action Employees self correct when alerted to out of adherence conditions Automated over/under staffing adjustments improve paid time utilization by 2-8% Move employees to other work streams (i.e. back office work assignments) Offer training, coaching, OT, VTO to manage staffing levels

34 Net staffing prior to deployment Contacts Forecasted: FTE Scheduled: 120 Actual Contacts: FTE Required:

35 Net staffing after deployment Contacts Forecasted: FTE Originally Scheduled: 120 Actual Contacts: FTE Required: 148 Contacts Handled: FTE Revised Scheduled:

36 Automated self-scheduling results ~ 2 hours/employee/month ~ 0.25 hours/employee/month Improved Staffing Utilization - Reduced Administrative Overhead RTC is Real Time Coordinator, also known as WFM Intraday Analysts

37 CUSTOMER PROFILE: Global business solutions company with 21,000 employees across 3 continents and 35 centers WEBSITE: PRIMARY OFFICES: Ontario, Canada; Michigan, USA; Bangalore, India BUSINESS NEEDS: Reduce manual effort associated with intraday activities Respond more quickly to changing client staffing needs Improve agent communication and coaching Optimize interval-level intraday staffing Improve agent satisfaction THE IMPACT: Reduced RTA Overhead Extra Hour Margin VTO Cost Savings Occupancy Improvement Improved Training Efficiency Increased Agent Empowerment Reduced Attrition BOTTOM LINE (MONTHLY SAVINGS) Over $100/Agent/Month The Customer Aditya Birla Minacs is a leading business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sectors. The Challenge As a Business Process Outsourcer (BPO) in a highly competitive, price sensitive market, Minacs recognized that it could deliver superior performance, reduce costs and improve employee satisfaction by automating current intraday management processes for client reporting, intraday staffing, dashboard monitoring, and real-time agent/management communication The Results After implementing, Minacs was able to automate daily administrative activities, like absence line, intraday staffing adjustments and voluntary time off (VTO) management, resulting in reduced manual effort and headcount needed to manage each program. Better VTO management also yielded opportunities to maximize revenue while reducing labor. The online agent portal coupled with automated scheduling and performance alerts improved communications and made agents feel more empowered.

38 NICE PM TRANSFORM WITH PERFORMANCE MANAGEMENT

39 Performance Management Closed Loop Cycle 1 Data Management 5 Variable Pay 2 Analytics 4 Coaching & Development 3 Dashboarding & Goals

40 How does Performance Management work? NICE IEX WFM NICE Interaction Management PERFORMANCE DATA TRANSFORMATION Scorecards/ Reports SmartSync Data Import (SSDI) Sales CRM CSAT Other Raw Transaction Data OLAP Cubed Data Alerts, Messages, Tasks KPI Goal Management Data Sources Out-of-the-box NICE IEX WFM and NICE Interaction Management Connectors Employee data from other data sources via flat file imports Data Storage/Calculation Automated Data Aggregation Functionality & Metric-Level Security Performance Management Specific Analytics Temporality for Hierarchy and Goals Automated Org Chart Updates Data Presentation Metrics Library with Conditional Formatting OOB Reports, Charts, & Dashboards with Admin Authoring Capability Transactional Reports Coaching Effectiveness Monitoring

41 Performance Management vs. Others A Thermometer Measures A Thermostat Measures And Controls Processes To A Desired State

42 Value across the Organization Agents Know where they stand with ability to self-correct Better coaching Reward & recognition Supervisors Team & individual visibility Save time faster prep Focused coaching on target-based results Managers & Executives Top-down visibility into metrics & coaching Aligns individual activities with corporate goals Change the culture

43 NICE USER GROUP ENGAGE YOURSELF WITH CUSTOMERS GLOBALLY

44 NICE USER GROUP (NUG) Access the NUG Website from the following link Review user based discussions initiated by other NICE customers globally

45 NICE USER GROUP (NUG) Access the NUG Website from the following link Review user based enhancement ideas initiated by other NICE customers globally and vote for the ones that will add value to your lives as a NICE User.

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