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20 Articles

Desktop Analytics Delivers Transparency

Desktop Analytics at workplace.

Desktop Analytics delivers great insight into employee desktop usage.

Your employees appear to be working hard with heads down and keyboards clicking away at their desktops. However, low productivity, and frequent errors and omissions could indicate that their attention is focused elsewhere.

According to a Salary.com survey, one of the biggest reasons for a loss of productivity and rise in errors is due to employees surfing the web. The survey revealed 64% of employees visit non-work related websites every day at work. Of that group, 39% spend one hour or less per week, 29% spend two hours per week, 21% waste five hours per week, and only 3% said they waste ten hours or more doing unrelated activities. It’s a well-known fact that employees that know they are being observed (the Hawthorn Effect) will be more aware of how they are performing.

Here’s the good news!  Desktop analytics technologies can track every click. With new insight into when and where staff surfs the Internet, companies can establish policies for Internet usage, implement productivity improvements and, and identify bottlenecks and streamline processes across the enterprise.

Desktop analytics can be applied to both the front (contact center) and back office to improve performance, compliance and actionable knowledge. Benefits of desktop analytics are real-time event detection and user-defined “next-best actions” to automatically guide employees through workflow sequences.

Example 1: When transaction workflows are not followed, desktop alerts can automatically prompt an agent to the correct action.

Example 2: If an employee exceeds the allotted transaction time, an alert is triggered that can identify at what point in a transaction the employee is getting hung up.   Analytics can pinpoint exactly where additional training is required or if a workflow needs to be refined.

Example 3: Desktop analytics applications can also alert if an employee opens a non-work related site like Facebook while in the middle of an automated transaction workflow.

Example 4: If a valued customer calls to cancel a service, a user defined message will screen pop to immediately escalate to a VP of customer service to intervene before the cancellation is completed.

Regulatory compliance is vital to many industries. Desktop analytics can assist with PCI-DSS credit card compliance by automatically detecting the payment card screen and omitting the entry of sensitive data during recording so financial information is not captured.

Although desktop analytics may seem daunting to implement, it’s essential to find a vendor who can identify the root causes you are facing.  Request that they develop a ROI to justify the project using your own data.   You want a vendor who will work with you to implement, test, and deploy the solution.

Adopting a well-developed desktop analytics program can help you

  • Improve employee productivity
  • Realize significant cost savings
  • Deliver a consistent customer experience
  • Assure compliance and policy adherence

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Justifying Contact Center Speech Analytics

Contact Center Speech Analytics

Used with contact center best practices, speech analytics software can give a company a significant competitive advantage.

Contact Center Data Collection

No department within an enterprise collects more data than your contact center. According to Tony Filippone, executive VP, HfS Research, “Every contact is counted, routed, measured and scored. Agent performance is actively measured.” A Special Report from SearchCRM.com experts stated that, “Analytics is one of the fastest growing segments of the call center technology market. Speech analytics and other analytics tools are appealing because they allow companies to take action on unstructured data from customer interactions and gain rare insight about their customers. When used properly and with contact center best practices, analytics software can give a company a significant competitive advantage.”

ContactBabel research estimates that overall the time taken for a speech analytics solution to pay for itself can be as little as six months (varying up to 18 months). If you have followed best practice and can therefore demonstrate this fact, it will go a long way to saving you another battle with the bean counters by justifying the expansion of the speech analytics project into other areas.

Delivering ROI for Complex Solutions

If you’re having some difficulty selecting a workflow, speech analytics or other analytics and software solutions that you know will make your job easier, deliver a fantastic ROI, and can make you and your business more effective – we can help.  OnviSource has a special service program to do just that.  To make your vendor selection even easier on you, we will let you test the products before you purchase, and even better yet, test it using your own data, processes and methodologies. Ask about our Advantage Program that will be a lifesaver in helping you to understand, select and use the right solutions for your specific and often highly complex, business requirements.  We implement and test the best solution, including providing tailored and customized solutions.  We will be your partner every step of the way as we continue to monitor performance, managing to your expectations, including recognizing your profiled ROI.

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Automated Workflow Offers Huge Rewards

Automated workflow and processes

Using robots and automating manufacturing functions is very common today.  Let’s extend that to simplify operations in the front office (contact center) and back office with automated workflow and processes. Customers view the front office and back office of an enterprise as one entity and expect a positive experience from both. That is one important reason for implementing automated workflow – the front and back office are now linked as a single, cohesive unit to serve your customers. At a high level, a workflow is typically a collection of processes describing pre-set tasks, such as all processes needed to complete a telephone request – from initial contact (interaction) to creating an actual transaction for product or service and shipping.

Automating processes improves productivity and increases usability and ultimately, can improve the overall customer experience.  Workflow automation in the office enables software applications such as desktop analytics to assist agents and employees by automatically guiding them through workflow sequences and “next-best-actions”.

Process analytics helps agent and employee performance by automatically monitoring and evaluating against user-defined parameters such as timing. Other benefits of automated workflow include:

  • Data-workflow exchange enhances the communication process and can automatically account and alert for any discrepancies in the defined process.
  • Automated data conversions between applications, manual report reconciliations and access to historical data that can show you how well you have been doing.  This can include the metrics of each transaction, such as what was requested, how long it took to fulfill the request, and the total length of time for the transaction to be completed.
  • Built-in and automated workflow and approval processes that can optimize the customer experience, empowering workers (improving morale) and minimizing the overall transaction time.
  • You will have access to automated report generation and information distribution.
  • A key benefit is the elimination of manual operations and human errors, and the advantage of seeing where every transaction is in your automated process.

Increase your productivity and usability with automated workflow and processes.

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Unified Data – Your Job Just Got Easier

Unified Data Big Data Challenges

Computers and robotics perform more workplace functions than ever today.  However, there is still much investment and development for one-off systems, applications and business processes creating even more data silos in the enterprise. The cost of data choke holds has resulted in companies searching for, and investing in, the promise of Big Data and analytics solutions into manageable unified data. Key to the data silo dilemma is to unify data into a collaborative and holistic view of everything, utilizing workforce optimization solutions to combine front and back office interactions and processes and the resulting data for analysis and reporting.

Real World Issues Solved with Data Unification

For example, one Company that provides business information, data and marketing solutions required better processes to reconcile data.  The Company utilizes call center agents to perform outbound calls. Each call is considered a customer transaction that starts from the telecom platform, and is recorded and monitored by workforce optimization (WFO) applications. The transaction is then processed using the Salesforce.com, CRM tool. Each transaction requires validation by accessing and playing a specific call recording in order to validate the data and processes utilized during the transaction.

Without unified data, the manual data collection, reconciliation, and transaction verification process imposed extensive costs, labor and delays. It introduced many opportunities for human errors that could further reduce productivity and jeopardize the quality of data collection. Additionally, the Company did not have a unified view of processes and transactions across various platforms in order to improve performance and its customers’ experience.

Data Unification Solution to the Rescue

Deploying an enterprise-wide unification solution, automatically collected relevant, user-defined data from the Company’s enterprise platforms. The solution then normalized, unified and deposited the data in a single place. This significantly improved productivity related to the processing of transactions. Several additional solutions were also employed to provide integrated WFO, including call recording, quality assurance, and desktop analytics with PCI-DSS compliance.

Bottom Line Benefits of Unified Data

  • Unified data offers a significant improvement in productivity, reducing costs and eliminating human errors.
  • Customer transaction journey can be monitored and viewed from a single place in order to evaluate and improve the customer experience and/or processes.
  • One click from the CRM, enables the users to access and utilize the entire WFO set of applications to perform monitoring, quality assurance and analytics functions.
  • Access to previous transactions is simple, eliminating the need for labor intensive, time-consuming investigation and reconciliation of records.

The Company is now effectively managing data, protecting their business and complying with rules and regulatory requirements with the help of unified data.

How are you handling data unification and your disparate systems?

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The Rise of the Home Agent

Home_Agent1Depending on the complexity of your technology environment and the demands of your customers, using work-at-home agents can have its advantages and disadvantages. As technology advancements like VOIP and cloud computing lower operational costs, it is worth a second look to see if utilizing home agents makes sense for your organization. You won’t be alone if you decide to employ home agents – Forrester Research estimates that 63 million Americans will be working from home next year.

Here are just a few things to consider when employing remote, work-at-home agents.

ADVANTAGES of Remote Agents

  • Retain Quality Agents – if a loyal employee decides to move away, you have the option to retain them and make use of their talents and expertise remotely.
  • Flexible Shift Coverage – remote agents can cover short shifts and/or split shifts more easily, instead of having them coming into the office for a short period of time. If you can’t afford to have an employee on for a full shift, you can cut costs by using shorter shifts; and when agents have a busy period and are overwhelmed with calls, they can engage a home agent to help cover peak hours.
  • Preparing for the Unexpected – when weather conditions prohibit travel, employees who have remote capabilities are able to work from home. Remote agents have the option to work from the comfort of their own home if they are sick, instead of coming into the office and potentially infecting co-workers.
  • Reduces Space Limitations – home agents eliminate physical requirements like space, cubicles, and office furniture.

DISADVANTAGES of Using Remote Agents

  • Unreliable Internet – sometimes remote stations are unavailable when there are Internet issues at the office. This is unavoidable, but does cause a problem during busy times.
  • Communication Challenges – remote stations can be harder to communicate with. Chat is great, but it can be difficult to monitor chat while taking calls. Action items can be missed and/or miscommunicated.
  • Remote Limitations – home agents can be limited as to what customers they can handle. Personal Distractions – when working at home, the personal environment can distract from providing a transparent, professional image (i.e., kids, dogs barking, door bell ringing, etc.).
  • Training Challenges – training and monitoring a remote operator can be more difficult. It can be harder to explain certain circumstances without being able to use a hands-on approach to coaching, particularly in real time.

Whether or not you are utilizing remote agents and employees today, or planning on employing work-at-home agents, what are your own personal experiences and thoughts about utilizing home agents in your own organization?

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Enduring Long On-Hold Times

On-HoldSticking it out while waiting is not a virtue many of us tolerate. Whether it be in a grocery store checkout line, popular restaurant on a busy Saturday night, or a doctor’s waiting room – most of us don’t like the inconvenience of waiting, after all, isn’t our time valuable too?

Without compare, waiting on hold on the telephone has to be the worst form of waiting.  After navigating today’s complex IVR (interactive voice response) menus, only to be told you will now have to wait 30 minutes (after already spending five minutes of your valuable time in the IVR) to speak to a representative – chances are your temper has already started a slow boil, and will explode as soon as that representative answers the phone – that is, if you have decided to wait that long!

Which brings up another reason why companies should NOT compel their customers to wait on hold – first call resolution (FCR)! Not only does answering the call and fixing the customer issue promptly almost guarantee a great customer experience, it can also save the company contact center money by minimizing repeat callers.

A low FCR rate leads to increased call volume, workload, agent payroll expenses, customer dissatisfaction, and loss of customers. Employee moral also sags, as many callers who have simmered to the boiling point vent on the unfortunate call representative. As the Pelorus Group noted, “FCR is an essential metric for any contact center for two simple reasons: it drives customer satisfaction, and reduces operating costs.”

How Long is Too Long to be On-hold?

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Customer Surveys – an Important Tool for Monitoring Customer Satisfaction and Responding to Problems

callcentercircleContact center and enterprise business environments are adopting automated analytics (speech, desktop, social media) as tools to understand the customer sentiment during every interaction/transaction.

Take that “need to know” the customer experience a step further – then customer surveys have to be elevated to one of the most important aspects of a company’s customer satisfaction programs. More and more companies realize they need to learn everything about the customer experience. They are now demanding solutions to enable them to know everything about each transaction.

To fill that need they are utilizing different forms of surveys such as immediate telephone surveys, follow-up email or telephone call surveys, and even independent 3rd party verification surveys for totally impartial reporting.

Benefits of a Customer Satisfaction Survey

 

 

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Incorporating Social Media into Your Contact Center

Social_Media_OutletsCustomer experience is significantly improved when the Voice of the Customer (VoC) is captured from all channels, including customer calls, desktop transactions, emails, chat and text; as well as social media. That’s why it’s beneficial to offer a social media management product like OnviSocial™ with a comprehensive set of management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

Enterprises are now fully aware of the impact Twitter, Facebook, and other social media channels can have on their business, branding, and reputation; or the opportunities and business intelligence that can be discovered through monitoring the social media contents. Implementing a social media strategy into the contact centers significantly improves the overall customer experience by enabling contact center agents to proactively engage and respond to negative and positive social comments or requests; or take advantage of the opportunities that can be revealed from mining of the social media contents.

OnviSocial uses a powerful data mining and analytics engine and completes OnviSource’s Omni Channel solutions that currently offer automated capture, QA, analytics and actions for 100% of customer interactions. It is capable of evaluating the web contents for mentions of a company’s products, services, competitors – even employees and industry related mentions. Data can be gathered from many web sources including social media, traditional media, blogs, video and more. OnviSocial, leverages OnviSource’s enterprise and contact center optimization and automation knowledge to create an enterprise-wide solution that effectively utilizes and manages the social media.

Traditionally, contact centers have been slow adopters of social media as a powerful voice of  the customer channel.  This is mainly due to the fact that social media solutions were not fully integrated or unified within contact center technologies and processes. Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes social media channels manageable by contact centers the same way they manage all other channels.

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Ventana Research Names OnviSource as a “Hot Vendor”

Ventana Research Hot Vendor 2015Although we at OnviSource have known for quite a while that we have great workforce optimization solutions for the entire enterprise – its always gratifying when we are recognized and our efforts are validated by outside experts. Ventana Research recently posted an analyst perspective written by Richard Snow, VP and Research Director, Ventana Research, on OnviSource solutions.

Ventana’s “benchmark research into next-generation workforce optimization shows that companies with very large centers most often have deployed advanced workforce optimization systems. Companies that have deployed such systems reported that they have realized a variety of benefits, most often improved agent coaching (44%), improved customer satisfaction (52%) and improved adoption of best practices (45%).”

“The capabilities of OnviCenter 7 and the supply and support options offered by OnviSource open up benefits to a wider range of centers that may lack the skills, resources and finances to follow a more conventional approach. I recommend any companies seeking to improve handling of customer interactions evaluate how OnviSource can help.”

OnviSource Opens Up Workforce Optimization for Contact Center Excellence

 

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About OnviSource

OnviSource

OnviSource enables companies to cost-effectively optimize, automate and unify their customer interactions, business transactions and processes for their contact centers, back offices and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a wide range of industries, has experienced consistent growth and profitability, and is recognized by industry analysts as a major contender and pioneer in the enterprise and contact center workforce optimization, automation and unification industry.

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