Breakout. QMax The difference Version 7 will make to your team s efficiency. Gerard Hearson Lewis Gallagher. Netcall 2015

Transcription

1 Breakout QMax The difference Version 7 will make to your team s efficiency Gerard Hearson Lewis Gallagher

2 Agenda Session agenda Introductions Housekeeping Guest speaker case study QMax - QueueBuster demo Shift slides Breaks Service optimisation One to One Web chat Summary and close.

3 Case Study ATS Euromaster Nick Shephard

4 Our QMax Journey Nick Shephard M.I. & Resource Planning Analyst September

5 OUR STARTING POINT - Took control of QMax in December Previous Resouce Planner was very protective - QMax only works on last week / this week / next week - Can t forecast any further forward - Scheduling meetings must be done manually Call Forecasts were incorrect as ACD Connections were outdated Service Level forecasts were almost useless All Shift Reviews / future planning was done on spreadsheets Absence requests were largely paper based

6 WHAT HAPPENED NEXT? - Initial Call to Gerard to ask about forecasting Spoke about Long Range Forecasts, Optimiser - QMax health check in March 2012 Cleansed all obsolete shift & rota data Talked about best practices & ways to improve - Finance Department involved Tried to staff call centre using manually created shifts and forecasts - QMax training in January 2013 Attended by two resource planners, call centre manager and one company director

7 Results So Far - Forecasting improved greatly Call volume & Service Level predictions within 3% Forecasting holiday periods 6 8 weeks in advance - Results improved significantly (2011 v 2015) +9 % Service Level, calls offered weekly, scheduled hours +4% - Shift Reviews completed every six months - Reserve shifts introduced into all rotas - Agents all using Agent Desktop Shifts visible 26 weeks in advance Absence requests now completely electronic

8 Future Plans - Improved processes that come with new versions of QMax Creating search fields to help selecting specific agents for scheduling certain activities Easier One-to-One scheduling - Discuss absence requests and thresholds in Agent Desktop Possible use of thresholds in Absence Planner Embargo days

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10 QueueBuster What is QueueBuster? Automated call back solution An alternative to queuing Exceptional customer experience Improved productivity.

11 Introducing QueueBuster Deliver results! Improve: Overall performance of the day The customer experience Unique visibility and control. 100% 90% 80% 100% 70% 90% 60% 80% 50% 70% 40% 60% 30% 50% 20% 40% 30% 10% 20% 0% 10% Before QueueBuster Using QueueBuster Before QueueBuster 0%

12 Introduction to Service Optimiser Enhancements Optimise only short or long breaks Enhanced overtime planning Dock to start or end of shift Refer to Time Credit Time off in lieu (TOIL) planning Debit Agent Time strategy.

13 Introduction to Service Optimiser Enhancements Shift optimisation Shift Sliding Better activity planning Allowing for limited service degradation Optimiser activity Plan to allow for overlapping and non-overlapping activities, with optional linking to parent agent Flag in Agent Details To exclude from Break/Shift/Overtime/Time debit optimisation.

14 Introducing Web Chat Deliver results through concurrent transactions! Improve: Overall performance of the day Customer experience Unique visibility and control.

15 The Forum Survey Responses Concurrency 35% 30% 25% 20% 15% 10% 5% 0% 23% Concurrent web chat 17% 17% 8% 2% 33% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 39% Concurrent social 17% 13% 0% 2% 28% Netcall s Planning for Digital survey at The Forum April 2015

16 Workload and resource planning - Web Chat Multichannel support Real-time service Similar to voice demand QMax provides workflow similar to voice Configure concurrency.

17 Save the date for your next QMax webinar! Confidently planning for 2016 with QMax Making the most from your scheduling A view of the new QMax enhancements and functionality Best practice hints and tips. Tuesday 24 th November to 2 pm

18 Planned for early 2016, in your region Regional best practice sessions Would your organisation be willing to provide a meeting location? Netcall will cover costs for catering.

19 Contact Remember to visit: Download the What s new document Whitepaper WFM in the journey to WFO Gerard Hearson gerard.hearson@netcall.com Lewis Gallagher lewis.gallagher@netcall.com