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July, 2020
Rich Correia, Director
of Product Marketing,
NICE
Kelly Koelliker,
Director, Content
Marketing, Verint
.
Best Practices
for Workforce
Optimization
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
WFO Best Practices
for the New Normal
Kelly Koelliker
RESTRICTED INTERNAL USE ONLY. No external distribution of these materials permitted. Confidential and
proprietary information of Verint Systems Inc. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Every Business and Industry has
Changed
3© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Drastic, immediate shifts to remote work resulting
in new demands and lack of face-to-face
interactions
Unpredictable changes in business operations has
shifted resources and priorities
Significant concern for employee health
and well-being and limited resources to support
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC.
Businesses are Transitioning Back To The Office
Phased1
Will implement a
phased return to work
approach
39%
Return1
Plan to return by July
15
50%
Top Concern2
Employee Health and
Safety
48%
Slowly…
Site Source:1 SHRM.org
2 Fortune Magazine: How the post-pandemic workplace will operate
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Key Concerns
RESTRICTED INTERNAL USE ONLY. No external distribution of these materials permitted. Confidential and proprietary
information of Verint Systems Inc. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Regulations/Guidelines Social
Distancing
• Do we need a new seating chart?
• Do we need to stagger start times
because of the elevators?
Workplace Health
• Do we need to screen employees’
temperature?
• Should we give employees supplies
to clean their workstations?
• Can we group employees so if
someone does have COVID we can
pull them quickly?
Employee Return
• Do we need a fair way to rotate
employees between in office and at
home?
• How do we handle employees who
must now work from home for
health reasons?
• How do we notify employees if
there are changes to schedules, we
need to close, illness, etc.?
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
• Staggered start times
• A mix of work-from-home and in-office
agents
• ‘Zoned’ schedule according to
jurisdictional regulations on safe
distancing
• Necessary office and desk hygiene time
• Equal opportunities for employees to
rotate in and out of the office
• Ensures employees not yet ready to return
to the office are not scheduled to do so.
• Mobile notifications of schedule changes
WFO Best Practices
© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 7
Key Considerations During Work From Home Everything is changing; there is a greater need to know what’s going on.
Systems and processes need to be aligned to the new reality.
How do we forecast call volumes, call types and AHT?
Are we providing accurate and compliant answers?
Are we using the right KPI’s and targets?
Is our knowledge management updated with the latest answers?
How do we deliver effective remote training and coaching?
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
▪ Many of your employees have
never worked from home before.
▪ Ordinarily, you could just walk the
floor to see how your employees
were doing.
What do you do when you
can’t just walk the floor?
8© 2020 Verint Systems Inc. All Rights Reserved Worldwide. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Use Desktop Analytics as Virtual Eyes and Ears
9
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Can you verify your agents are actually taking calls?
Employee Identity Verification allows supervisors to validate
it is their agent on the line for a full call, every call.
line for a full call, every call.Enrollment of employees is simple, using historical calls for voiceprint.
Monitors all calls or a sample of calls using voice biometrics to identify if the
employee matches their enrolled voiceprint.
A post-call report highlights any irregularities in the employee verification and
can point to particular calls that warrant further analysis.
© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 11
▪ Reoccurring questions
▪ Single issues
▪ Clear and simple answer
or resolution
▪ Less-emotional
80%
Shift to Self Service
Balancing Self and Assisted Service
▪ Life changing event
▪ Vulnerable population
▪ Complex and unique
issue
▪ Requires human empathy
20%
Needs Human
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Self-Service Best PracticesIncrease automation, efficiency, and reach while elevating the customer experiences
Globalize
Extend experiences globally
to support all languages.
AI-powered BI
Enhance Business
Intelligence through AI-
powered actionable
intelligence
Channel Expansion
Expand capabilities beyond
traditional to support all
digital interactions, such as
Facebook Messenger,
WhatsApp, and more.
Voice Enablement
Enable voice and digital
interactions managed
through a single platform
and tool suite
Conversational AI
Engage in 2-way,
automated conversation that
delivers meaningful
outcomes and experiences
© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 13
VERINT : The Customer Engagement Company
MODERNIZE AUTOMATESIMPLIFY
We Help Organizations
Their Customer Engagement Across the Enterprise
Elevated Customer
Experience
Improved Operational
Efficiency
AND
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
facebook.com/verint linkedin.com/company/verint twitter.com/verint youtube.com/VerintTV blog.verint.com
© 2020 Verint Systems Inc. All Rights Reserved Worldwide.
Engage With UsThank You
Six Ways to Improve Coaching and Performance
1
6
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
1
7
Single Source of Truth
• Desk drop-ins are not an option
• Consistency is key
• Ensure Supervisors and coaches
have even less time to compile
and data
• All Data, Goals and Progress-to-
Goal should be in one source
• Areas of focus for the
organization highly visible by all
parties responsible for the results
Six Ways to Improve Coaching and Performance
1
8
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
1
9
Spend Time Wisely
• Interaction Volume is up; Time to Resolve has increased
• Most organizations are in ALL HANDS ON DECK
• Get Creative!
• Coaching is needed even more –do NOT cancel
• Preparation is Key – for Coach and Agent
• 30 minute sessions = 2x15 or 3x10
• Remember to keep Agents connected to the organization by being present in the moment
Six Easy Ways to Improve Coaching and Performance
2
0
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
2
1
Record It!
• “Drive-by” and recognition is not
possible
• This could make one thing easier –
taking record of your coaching
• To determine what works, we must
know what was done
• A single repository is instrumental to
understanding impact
• Which Agents thrived or struggled?
Which Coaches excelled or need
assistance
• Creative tip: Consider actually
recording your Coaching sessions for
Improving Coach performance
Six Ways to Improve Coaching and Performance
2
2
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
2
3
Sharing Best Practices
• Since we are relying on technology to be effective don’t forget about your reference material
• Drives consistency in expectations
• Creative tip: Consider how easy it is to record role-play sessions; Now is the time to enhance or update your BPL!
• When completing your Coaching ROI analysis, connect back to the materials being assigned
• Give your coaches the opportunity to get together and discuss what is working and where they are struggling (BPL for Coaches)
Six Ways to Improve Coaching and Performance
2
4
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
2
5
Recognition & Gamification
• No longer have White Boards,
Reader Boards, Balloons, Cupcakes
• Recognition is even more important
• Create contests and trivia to drive
motivation and increase
engagement
• Be sure the reward is meaningful!
• Connect back to overall
performance to understand impact
on key business objectives
• Creative Tip: Be sure to use Team
Huddles to share success stories
publicly
Six Ways to Improve Coaching and Performance
2
6
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
2
7
Measuring the Value of Coaching
• Spend time analyzing the data
• Understand how much time is being spent and on which topics
• Include which items from your best practice library are being leveraged most
• Correlate between frequency, content, best practices, contests and improvement in the metric
• Focus analysis on your 2nd vs 3rd Quartile Performers
• Translate the improvement to dollars saved or dollars earned to understand the value of the program
Six Ways to Improve Coaching and Performance
2
8
Single Source of Truth Spend Time Wisely Record It!
Share Best Practices Recognition & Gamification The Value of Coaching
All Important data should be in a
single location
Agents (and Coaches) need to know
what GREAT looks like
More frequent touchpoints are
needed to ensure agents continue to
feel connected
Keep agents motivated by sharing
successes and creating contests
Documentation is essential to help
you understand what worked and -
did not – and for whom
Take the steps to try to understand
what you are getting in return for
your investment
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