THE RIGHT BALANCE BETWEEN OPERATIONAL COST AND CUSTOMER EXPERIENCE

2

Today’s Presenter

Mr. David Geffen Sales Development Director for EMEA

Interaction optimization, NICE

Challenges of Contact

Center

Side by side approach to

improve operational

efficiency

Handle Time Optimization

First Contact Resolution

Case studies

4

The Challenges

The Balancing Act The pressure of

meeting service goals /

customer expectations

More Channels –

Today’s customers (knowledge/

demanding / influential / now

service)

Increased Contact Center Complexity

More Interactions

Smartphone App

Service Provider Website

Social Networks

Email

Text Messaging (SMS)

Live Chat with Rep on Website

Online Communities Sponsored by Provider

Virtual Assistant on Website

Live Rep via Phone

Physical Location/Branch

Service Kiosks

Automated Phone System

Standard Mail

More Channels, More Interactions

Since the early 2000s organizations expected that the increase in usage of self-service channels would reduce agent-handled calls…

-2%

2%

4%

6%

7%

12%

13%

16%

22%

24%

30%

31%

34%

More Interactions

The Reality

More Channels

Relative Change in Usage

NICE 2012 Consumer Survey Report:

”Please indicate whether you use the method or channel,

more, the same, or less often than you did TWO YEARS AGO.”

6

Balancing Business Initiatives

Employee Satisfaction & Productivity

Schedule Shrinkage

Reduce Agent Attrition

Increase Occupancy

Rates

Improve Forecast Accuracy

Achieve Service Level

Goals

Contact Centers need to balance numerous correlated (even contradicting) objectives:

Achieve Operational Efficiency

Improve Customer Satisfaction

Gain Multi-site and Multi-skill Efficiency

Achieve Employee Satisfaction while managing Labor Costs

Reduce Operating Expenses

Maximize contact center efficiency by optimizing objectives

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NICE INTERACTION ANALYTICS IS THERE

To help reduce contact center labor costs by improving agent performance, avoiding repeat calls, and minimizing handle time of the remaining calls that need to be addressed.

A Continuous Process Improvement

Hot Topics

blog

web

Watch for trends

and identify problems

Alert

Find

Root Cause

Ongoing Monitoring

Take Action • Real-time guidance

• Process automation

• Targeted coaching

• Process correction

• Adjust product or service

Analyze Every Interaction • Phone, email, chat, social media

• Words and phrases

• Emotion and sentiment

• Talk-over and silence

• Holds and transfers

0 25 75 100

Agent

Behavior

Process

Inefficiency

Knowledge

Gap

Product Issue

20

40

60

80

android amazon

facebook

google App store

Angry birds

youtube

madonna

web

Categorize

Interactions

Cross-Channel Interaction Analytics

Text

Dear DirectCom Online Service, I have a question about my

most recent bill. I paid the full balance online in the amount of

47.61$ on February 16th. When I checked back the payment

didn’t show up, and I was charged 50$ fee on top of that. This is

not acceptable! The online payment confirmation number back

the payment didn’t show up, and I was charged 50 and I was

charged 50 and I was $ fee on top of that. This is not is 49733.

Please verify and make sure I get the fee back to my account.

This is not the first time I have a problem with the online

payment. Best regards, Gina Lowell.

Sp

eech

C

on

text

Misinformed

Frustrating

This is the 2nd time I’m calling

Phone

Social Media

Chat

Email

Web

Phone Survey

Keywords and Topics

Talk Over Analysis

Emotion Detection

Call Flow Analysis

Misinformed

Frustrating

Desktop Analytics

Customer Demographics

Interaction History

Customer Feedback

Keywords and Topics

Sentiment Analysis

Chat Response Time

Social Buzz

10

Side by side approach to improve

operational efficiency

First Contact Resolution Handle Time Optimization

Identify Inefficient

Interaction Handling

Pinpoint targeted

coaching opportunities

Invest Saved Time For

the Best ROI activities

Identify causes for

repeat contacts

Assemble interactions

chain across channels

Empower Agents with

best practices and

coaching

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HANDLE TIME OPTIMIZATION

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Handle Time Drivers

Agent Skills Processes

13

Where Do You Spend Your Time?

Cancellation Requests

Upgrade Requests

Billing Inquiries

Technical issues

- Cancellation Requests - Upgrade Requests - Billing Inquiries - Technical Issues

14

Which Calls Are the Longest?

20

30

40

50

Upgrade Billing Technical Cancellation

10

Call Part Analysis

Review Customer Needs

Cross-Sell Offering

Address Barriers

Summarize

Customer Verification

Resolve Customer Issue

Resolve Questions

Successful sales Unsuccessful sales attempts

11%

11%

8% 15%

16%

12% 31%

11% 8% 17%

25%

12%

10%

11%

27%

16%

31%

12%

43%

Spending more time reviewing customer needs and

less time on cross-selling increases chances of

sales!

Review Customer Needs

Cross-Sell offering

43%

16

Handle Time Drivers

Agent Skills Processes

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Identify Which Agents Drive Long Calls

21.1%

47.5%

23.5%

59.1%

-65.5%

-38.6%

70.3%

6.2%

13.7%

-23.9%

55.4%

0.6%

9.8%

48.5%

33.0%

-80.00%

-60.00%

-40.00%

-20.00%

0.00%

20.00%

40.00%

60.00%

80.00%

Devia

tio

n f

rom

Avera

ge

Some agents having

difficulty activating

new smartphones

Dave Mark Julie Jennifer

Activations

Cancellation

Billing

Upgrades

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Learn From the Best & Teach the Rest

Easily identify best practices

25

15

10

16

18

37

10

10 20

0 10 20 30 40 50 60 70 80 90

To

p 5

%F

oll

ow

ing

15%

Knowledge Base

Billing

CRM

Notepad

Excel

Duration (seconds)

19 19

Handle Time Optimization – American Airlines

Operational efficiency

One of the world’s largest airlines

40M

Agents

Customer experience

4000

Incoming

calls a year

Background & Challenges

Focused on solving

longs holds and

silences

Domestic-

international

transfers

Mileage

redemption

during holidays

Focused on

lowest

performing

agents

Any HT exception

was sent to

supervisor

The Implementation

38% reduction in AHT of new hire at-home

in AHT organization-wide

EVERY YEAR

2.5 % reduction

The Impact

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FIRST CONTACT RESOLUTION

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Identify

Assisting agents in real-time

First Contact Resolution Challenges

Measure FCR

Knowledge Gaps

Identify customers contacting us again

Measure FCR in a consistent and objective way, especially across multiple channels

Close knowledge gaps and behaviors drive repeat contacts

Assisting agents in real-time to improve FCR

Identify Repeat Contacts Trends

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Sun Mon Tue Wed Thu Fri

Sat

Sun Mon Tue Wed Thu Fri

Sat

Categorize and trend

repeat contacts to

reveal insight and

root-causes

Find Call Types that Drive Repeat Calls

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An escalation was requested

on 19% of repeat calls with

dissatisfaction being

expressed on 18%

The call type with the highest

amount of repeat calls is

billing issues at over 12%

Correlation

reports show the

relation all other

categories have

to repeat calls

Root-Cause Analysis

24 24

Find customer issues

that contribute the

most to repeat

interactions

Drill Down to Unresolved Interaction and

Measure FCR to the Agent Level

Find and link

together interactions

that spread across

channels

Measure unresolved

contact rate

FCR performance at

team and agent level

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FCR process – Summary

Identify and

Measure

Identify repeat

contacts

Find interaction

chains across

channels

Measure the FCR

rate

Identify spikes in

repeat contacts

Root-Cause

Analysis

Agent-related

factors

Which call types

contribute the most

to repeat calls?

Product issues

Service issues

Ineffective

expectation setting

Find Top

Contributors

Agent knowledge

gaps

Broken processes

Agent asking

customers to call

back

Inaccurate

customer

communication

Difficulty accessing

relevant

information

Guidance triggered by Real-Time speech analytics

Identify customer intent in

real time

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“Hi, I’m calling again about my bill

(Till when is my contract with you?).

The prices are too expensive”

Stated Topic Hidden Intent

Guide agent during the call

to lead the interaction to the

optimal result

(Till when is my contract with you?).

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First Contact Resolution - Insurance Company

Faced a large amount of

repeat calls

One of the world’s largest

insurance companies

Background & Challenges

The company found that

agents tell customers

‘you’ll receive this in 5-7

business days’,

generating many repeat

calls. They started a

‘state the date’ initiative,

where agents use a

simple tool to provide an

exact date.

The Implementation The Impact

24%

Reduced repeat calls by:

400,000$ Is saving

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Cincinnati Bell – Operational Efficiency

Background & Challenges

Provider of voice and data

telecommunications products and

services

Interactions annually

Agents 324

3.5m - 4m

2 sites: Cincinnati, OH; Makati,

Philippines

Facing issues that cause

customer dissatisfaction and

repeat calls

The Implementation

1. Leveraged information

from customer

interactions and CSAT

survey to pinpoint

trends in customer

dissatisfaction

2. Call Volume Reduction-

Identified root cause of

repeat calls

3. Automated analysis of

customer interactions

replaced manual

sporadic analysis

The Impact

Increased FCR from

56.4% to 61.1%

Decreased AHT from

556 to 539 Improved customer

satisfaction and feedback

scores from

45.9% to 52.9%

Improved training and

coaching

A Selected List of Companies Already Benefitting

60 sec reduction in AHT

Cut wrap-up time

to 90 sec

6% reduction in

average handle time

11% reduction in AHT

17% increase in FCR

22% reduction in escalations

23 sec reduction in AHT

= €847K per year

Reduced repeated

calls by 50%

40% reduction in AHT

46% increase in

scheduling efficiency

Up 13% FCR

Up 12% in agent

productivity

35% decrease in AHT

20% increase in FCR

$1.8M annual savings

Increased

FCR rate

Improved First Call

Resolution

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Why NICE?

“NICE is in a unique position in the

speech analytics market, as it

offers both LVCSR and phonetic

indexing, real-time and post-call

speech analytics…”

OVUM, “Real-Time Speech Analytics

in the Contact Center”, July 2011

Ranked in the leaders quadrant

of Gartner’s CC WFO magic

quadrant. Gartner notes Interaction

Analytics as a main strength of

NICE**

NICE Strengths, Gartner CC WFO

Magic Quadrant 2012

Speech Analytics Market Leadership

*Source: DMG Consulting LLC, December 2012

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Q&A

THANK

YOU