Your customer engagement transformation starts here © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Qfiniti 10 Integrating WFO with the broader agent workforce environment Shawn Nagase / September 23, 2014 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The balancing act Contact centers need to balance numerous correlated (even contradicting) objectives Productivity Quality of service Customer satisfaction Cost savings Compliance Retention 3 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 3 The balancing act Maximize contact center efficiency by Measuring and Correlating key objectives Quality of service Productivity Customer satisfaction Cost savings Retention 4 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Compliance Engage 2014 No wonder it’s called the call center Text/Chat Postal Mail Massive deflection to the contact center from various touch points “First Contact Resolution” has a whole new meaning… Phone Call 36% 42% Store/Branch 46% Call Center 51% 53% 53% 32% Contact center becoming a Tier-2, handling complex, time consuming, customer issues While on the phone with the contact center, 53% of callers also access the web site Email Website 5 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Customer experience Great customer experience has never been more important to business Reduce customer churn Increase customer satisfaction More customer advocates and business referrals Create differentiated customer experiences 6 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 HP Qfiniti 10 HP Explore HP Qfiniti ICE HP Qfiniti Workforce 7 Modular workforce optimization suite Multichannel analytics Intelligent recording and data attach Agent scheduling and forecasting HP Qfiniti Optimize Desktop analytics and real-time agent guidance HP Qfiniti Observe Interaction recording for quality and compliance HP Qfiniti Advise Agent evaluation and performance analysis HP Qfiniti Survey Integrated customer satisfaction surveys HP Qfiniti Expert Online coaching and training © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent performance 8 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent performance Quality Monitoring Productivity Metrics Coaching and eLearning Surveys WFM Agent Evaluation and Scoring 9 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 What metrics? 10 My AHT is like 15 minutes. I’m awesome! My AHT is only 1 minute. I’m awesome! What is our AHT supposed to be? Tom Judy Will © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 What metrics? Tom, your AHT is way too high. Judy, your AHT is way too low. And Will, you have to start taking more calls. Tom 11 Judy Will © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 What metrics? 12 But my Net Promoter Score is high! That’s it. I quit! I thought low AHT was good. You don’t communicate. I quit! How am I supposed to know what you want? I quit! Tom Judy Will © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. ??!! Engage 2014 Workflow interaction monitoring Analyze business processes Monitor processes in front or back office roles Track specific KPIs such as: • Volume • Average Handling Time • Conversion Rate Analyze and detect • • • • 13 How agents really interact with their applications Training opportunities Process improvements Best practices © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Workflow interaction monitoring Measure and monitor process improvements Establish accurate baselines and benchmarks Accurate measure impacts of improvements Perform workflow analysis Gather workflow information across the entire workforce Drill down into individual user performance Determine why some agents perform better or worse than others 14 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Simple reservation process Not Available No Reserve tropical vacation Customer places call 15 Yes Available? © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Reservation Complete Engage 2014 Agent productivity – Overview by day 16 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent productivity – Overview by week 17 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent productivity - Intraday 18 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent productivity – Workflow drilldown Breakdown of Steps within WF 19 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent guidance 20 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 What customers expect Today’s customers are increasingly difficult to satisfy They expect their issues solved: Without having to be transferred Without being put on hold Questions answered and problems solved fast and accurately All within the first try! 21 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Simple reservation process Steps: • How many rooms are needed? • How many adults? • How many children? • Are joined rooms required? • Offer room upgrades Steps: • Check for alternative dates • Check for nearby hotel locations with availability Not Available No Reserve tropical vacation Customer places call 22 Steps: • Confirm contact information • Review cancellation policy • Ask for inclusion in mailing list Yes Available? © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Reservation Complete Engage 2014 Benefits from agent guidance Guide an agent through complex or unfamiliar transactions Eliminate the need for transfers to “specialists” Reduction in handle time Elimination of process errors Consistent and repeatable customer experience 23 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Process automation 24 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Agent applications and processes This is too complicated! 25 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Why do I have to re-type the same data over and over Engage 2014 Focus on customer service vs. process How we increase productivity: Automate repetitive tasks such as searching multiple knowledge bases or double entry of data Simplify complex business rules to autopopulate data through intelligent rules-driven automation Allows agents to provide quick and effective service while complying with business processes and regulations 26 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Sample process automation 27 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Sample process automation 28 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Sample process automation John Smith 1234 Park Blvd Apt# 1112 Plano TX [email protected] 1 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Intelligent data capture, tagging and classification 30 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Intelligent monitoring for quality analysis Voice & screen recordings provide valuable business insight: Sales won/lost Customer activation/deactivation Specific offerings sold Service dispatches Billing inquiries Linking application data with recordings enables: Faster and more efficient recording searches More relevant events recorded in your call center 31 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Now Application Driven Getting the data… Historical options Manually by agent or supervisor HP Qfiniti ICE Quick implementation Ideal for simple projects Fast, efficient and easily modifiable policy engine Application driven commands Automatically through CTI Accurate and efficient Good for limited data API integration Most flexible solution Ideal for requirements that don’t change 32 • • • • Start/stop a recording Tag and classify Cancel a recording Mute/mask data Use associated business data • Manage recordings • Real-time compliance Application-independent architecture • Web based and thick client • CRM, ERP, email, chat, legacy applications © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Metadata tagging 33 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 PCI compliance 34 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 PCI Compliance with HP Qfiniti ICE Protect sensitive Data Know who is accessing data and when Set specific policies around data • Mute – redact sensitive data from recordings • Mask – hide sensitive data at playback time Easy to build and maintain User definable for ease of use Adapt quickly to user’s exceptions to procedures 35 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Playback of recordings Muted Data John Doe 9854236512361254 Redacted at record time Masked Data Hidden at Playback Time based on the User’s COS 12345 36 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 Let’s engage! Session Day/Time Focus on: 3: Workforce management and quality monitoring work better together Tuesday/10:30 am Benefits of advanced workforce scheduling and forecasting 4: Award winning WFO: How Asurion and HP are creating a competitive advantage Tuesday/11:40 am How a customer-centric focus benefits from WFO technology, how innovation happens in the contact center 5: Voice of the Customer: You’re sitting on a goldmine of information! Tuesday/1:30 pm Big Data and how it changes everything in the contact center; discovering actionable insights 6 & 7: Customer Advisory Panel: Prioritizing your requirements on the HP Qfiniti roadmap Tuesday/3:00 pm Developing a shared vision for the HP Qfiniti and HP Explore product roadmaps; celebrating a successful 2-day exchange of ideas and inspiration 37 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Engage 2014 THANK YOU © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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