nice user group 2015
TRANSCRIPT
NICE USER GROUP 2015
Agenda – 4th 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 http://www.niceusergroup.org/
NICE WFM FORECASTING & SCHEDULING
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
Manage Change
Schedule
Agents
and Events
How many
People do we need to
hire and schedule?
How do we ensure goals
are met when things
change?
When do we
need them to handle
contacts and other
activities?
How did we do
and what do we
need to do to
improve?
Analyze
Performance
Workforce
Management
Cycle
Agent Agent Agent
Least
Efficient
Agent
Agent
Agent
Agent
Agent
Agent
Agent
Agent
Agent Skill A
Skill C
Skill B
Single-Skilled Agents Scheduled
Number of
Agents Needed
Embedded Multi-skill Simulation
Most
Efficient
Agent Agent Agent
Agent Agent Agent
Agent Agent Agent
Agent Agent Agent
Universal Agents Scheduled
Agent Requirements
Agent
Agent
Agent
Agent
Agent
Agent
Agent Agent Agent Agent Agent Agent
Multi-skilled Agent Combination
Embedded simulation is the only way to accurately calculate
requirements and coverage in a multi-skill environment
Interval Multi-skill Efficiency percentages determine how many agents you need for each
skill
Only NICE IEX WFM
simulates
• EXACT routing
• EXACT agent skills
• EXACT skill levels
• EXACT schedules
Time ErlangC Req. Multi-skill Efficiency Multi-skill Req.
08:00 20 10% 18.00
08:30 27 7% 25.11
09:00 35 16% 29.40
Simulate to Determine Multi-skill Efficiencies
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
NICE WFM EMPLOYEE ENGAGEMENT MANAGER
Employee Engagement Manager automated staffing management use case
Rule Activated:
Auto find optimal
employees
available for OT or
extended shift
Schedule Overtime
or Extend shifts
WFM:
Schedules
automatically
updated
Dashboard:
Spike in contacts
or employee
deficit from
11:30AM -12:30
PM
Intraday Analyst /
Supervisor:
Presented with
employee list
and/or alerted of
shift change(s)
Employee:
Notified via desktop,
SMS, email, voicemail,
smartphone - accepts /
confirms schedule
change
Alerts:
Employee alerted
to schedule
change, and
reminded at start
time
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
Employee Engagement Manager 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
Employee Engagement Manager optional Mobile Module overview
11
Employee Engagement Manager Architecture
Real-Time Decision Engine
Call to Action
Alerts
Business
Rules
Database
Admin
Portal Employee
Database
Employee
Portal
Admin & Employee Database
RCP Portal WebStation Forecast / Schedule Database
Call-to-Action (email, SMS, phone, mobile app, desktop alerts)
NICE WFM**
NICE WFM EEM Platform*
Real-Time
Decision Engine
Workforce
administrators
define policies to
monitor forecast
and schedule
activity. The
engine identifies
and resolves
issues, contacts
employees when
necessary and
automatically
generates reports
for management.
Multi-Channel
Communication
Engine
Reaches out to
employees according
to their specific
communication
channel preferences
(phone, email,
SMS…)
Employee Portal
A web portal and
mobile app for
employees to enter
communications
preferences (phone,
SMS, email),
OT/VTO availability,
respond to call-to-
action, view
schedules, etc.
*SaaS; hosted **Perpetual or SaaS; on premise or hosted
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
Employee Engagement Manager features
The Employee Engagement Manager Mobile Module includes of a set of self-
service 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
Employee Engagement Manager optional Mobile Module features
14
HOW TO ENGAGE EMPLOYEES
Millennials want an employer where work
output is valued more than the
time put in
3 out of 4 Millennials say that work-
life balance is a primary
driver of their career
choices Millennials view work as a THING as opposed to a
PLACE
Most Millennials value WHERE they work and WHEN they work
as more important than opportunities for more pay or
advancement
58%
of Millennials don’t expect
to stay in their job more
than 3 years
Source: U.S. Chamber of Commerce Millennial Generation Research
Employee Satisfaction: Millennial Style
High stress work environment
High call volume
Lack of coaching
Slow change request approval
Short shifted (VTO)
Missed overtime opportunities
Lousy hours
Mandatory overtime
Scheduling confusion
Supervisor subjectivity in scheduling
Key Sources of Employee Frustration
Compensation Schedule Environment
Lack of
Scheduling
Empowerment
5 Keys to Employee
Engagement:
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
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, email, voice call)
Enabling employees to define preferred contact method(s)
dramatically increases “communication success rate”
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
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 high-
interest extra-hour or time-off
opportunities and using this information to
determine which employees should be
alerted eliminates the “spam” effect
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
Scheduling Empowerment
Anywhere / anytime access
Apple & Android apps
Continual screen refreshing
Reflects current needs
Instant approval
No uncertainty
Real time response to proactive
call-to-action
Employee Engagement Manager Mobile Module
Engage Your Employees in the Success of the Enterprise
24
VALUE OF ENGAGED EMPLOYEES
Employee Satisfaction &
Customer Satisfaction
Employee Satisfaction &
Annual Employee Turnover
Employee Satisfaction (%)
Cu
sto
mer
Sati
sfa
cti
on
(%
)
An
nu
al
Em
plo
ye
e T
urn
ove
r (%
)
Employee Satisfaction (%)
Engagement Through Self-Service Improves Employee Satisfaction
Employee Satisfaction Impacts
Customer Satisfaction & Employee Turnover
Direct costs: $6000 / employee
Recruiting
Training
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.
Engaged Employees Reduce Attrition $15,000 to $20,000 per employee
1,000 employees at 7% attrition per month = $1M+ in costs per month
Reducing Agent Turnover in Contact Centers (2010)
Customer Satisfaction & Company Performance
Companies with high or improving customer satisfaction scores outperform the S&P500
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
Employee Engagement Manager Mobile Module
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
Employee Satisfaction Survey before and after deployment
0
10
20
30
40
50
60
70
80
90
100
Negative
Neutral
Favorable
+30%
-45%
+255%
-55%
-55%
+70%
Before Deployment After Deployment
Web-Browser
Sample Engagement Questions
What is your satisfaction level the
schedule change request process?
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?
How easy is it for you to
communicate your availability for
VTO and OT to management ?
How important is it to receive
requests for OT & VTO when you
are not at work?
Employee Satisfaction Survey Results engagement
+70%
-55%
After Deployment
Smartphone App
0
10
20
30
40
50
60
70
80
90
100
Negative
Neutral
Favorable
Employee Satisfaction Survey Results scheduling flexibility
+255%
-55%
Sample Scheduling Flexibility
Questions
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?
How easy is it to view your
schedule ?
How easy is it for you to determine
when VTO or OT opportunities are
available
How easy is it for you to modify
your schedule
+450%
-65%
Before Deployment After Deployment
Web-Browser
After Deployment
Smartphone App
CASE STUDIES
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
Employee Engagement Manager business case
34
Net staffing prior to deployment
Contacts Forecasted: 22506 FTE Scheduled: 120
Actual Contacts: 24036 FTE Required: 148
35
Net staffing after deployment
Contacts Forecasted: 22506 FTE Originally Scheduled: 120
Actual Contacts: 24036 FTE Required: 148
Contacts Handled: 23335 FTE Revised Scheduled: 133
~ 2 hours/employee/month ~ 0.25 hours/employee/month
Improved Staffing Utilization - Reduced Administrative Overhead
Automated self-scheduling results
RTC is Real Time Coordinator, also known as WFM Intraday Analysts
CUSTOMER PROFILE:
Global business solutions company with
21,000 employees across 3 continents
and 35 centers
WEBSITE:
http://minacs.adityabirla.com
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.
NICE PM TRANSFORM WITH PERFORMANCE MANAGEMENT
Data Management
Analytics
1
2
Dashboarding
& Goals 3 Coaching
& Development 4
Variable Pay 5
Performance Management Closed Loop Cycle
How does Performance Management work?
PERFORMANCE DATA
TRANSFORMATION
Raw
Transaction
Data
Sales
CRM
CSAT
Other
SmartSync Data
Import (SSDI)
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
Scorecards/
Reports
Alerts,
Messages,
Tasks
KPI Goal Management
NICE IEX WFM
NICE Interaction
Management
OLAP
Cubed
Data
Performance Management vs. Others
A Thermometer “Measures” A Thermostat “Measures And
Controls Processes To A Desired
State”
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
Value across the Organization
NICE USER GROUP ENGAGE YOURSELF WITH CUSTOMERS GLOBALLY
Access the NUG Website from the following link – • www.niceusergroup.org
Review user based discussions initiated by other NICE customers globally
NICE USER GROUP (NUG)
Access the NUG Website from the following link – • www.niceusergroup.org
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.
NICE USER GROUP (NUG)
