It’s About Time

To talk about automating

Real-Time

ARTIREAL-TIME AUTOMATIONARTI Real-Time Automation is a cloud-based full-suite of real-time management and optimisation tools.

Isn’t Our Real-Time Team Already Doing This? Senior managers may think they have intraday management because they have WFM and a team of analysts managing Real Time Adherence (RTA). Real-time automation is di�erent:

• Smartphone app for communicating with agents

• Managers’ Heads-Up with projected under and over sta�ng for each time unit of the day

• Recommendations on which agents can be moved to cover workload peaks

• Identification of agent idle time during quiet periods so it can be better utilised

• ROI “What If” analysis to make the best of the situation

• Real-time attendance automated “nudges” to ensure agents stick to their schedule

• Automated reporting on not justwhat happened, but why it happened – within seconds of getting the data

ARTI (Automatic Real-Time Intraday) has:

of a Real-Time Manager

A DAY IN THE LIFE

UPDATING ATTENDANCE REGISTER

Sta� check in using QStory App

Agent interactions via QStory App

MORNING HEADS-UP

Actual vs Forecast

WFMUPDATEDUPDATED

WRAP-UP

• Service levels achieved

• Occupancy

• Extra training done

• Extra o� -phone work completed

How did we do today?

• Spot risks to service levels

• Recommendations for sta� moves

• Meeting/breaks ok?

Recommendations for sta� moves

Meeting/breaks ok?• Meeting/breaks ok?

• Recommendations for sta� moves

Meeting/breaks ok?

AFTERNOON HEADS-UP

Automated analysis available all dayReports on

performance so far

Workload

OK! 9:33am

9:27amChanges OK?

2pm shift starts in 5 minutes 1:55pm OK! 2:16pm

Training session 3.30 to 4pm, OK? 2:15pm

What’s the best we can achieve?

What does tomorrow look like?

“What if” analyses

HEADS-UPROI

• Idle time opportunities

• Recommendations for training

• O� phone work

• Early-o� rewards

WFMUPDATEDUPDATED

Add Training priorities, holiday allowances, coaching, meetings

I’m sick 6.45am

I’m here 7.47am

I’m running late 7:30am

10am 11am9am8am6am 7am 12pm 2pm1pm 3pm 5pm4pm 6pm

Schedule adherence

RTA nudge

Actual vs ForecastWFM vs. Real-Time Automation

Real-time starts where WFM finishes. It adapts sta� deployment on the day to deal with the di�erence between forecasts and actual call volumes, and scheduled and actual sta� attendance.

RTA vs. Real-Time Automation

Schedule adherence tells you if you have a problem with sta� right now. Real-time tells you whether you will have a sta�ng problem in 30 minutes or 2 hours.

» »

Extra Training116 man-hours for extra sta� training

[1]Data from financial services 160 agent customer service contact centre operating from 0730 - 1800 weekdays and 0800 – 1400 on Saturdays

»O�-Phone Work150 man-hours to clear o�-phone backlogs1000 emails»Time-O� as Rewards20 top performers had 2 hour “early-o�” rewards to start the weekend early on Friday afternoon»Back-O�ce Work110 man-hours to clear back o�ce backlog700 account updates»

The time was re-used as…

...THAT’S REAL-TIMEAUTOMATION

ARTI also monitored and moved agents when necessary to maintain service levels so customers were happy

GIVES YOU TIME…ARTI made 600 changes to sta� deployment this

week[1] and recovered 416 man-hours of idle time.

of a Real-Time Manager

A DAY IN THE LIFE

UPDATING ATTENDANCE REGISTER

Sta� check in using QStory App

Agent interactions via QStory App

MORNING HEADS-UP

Actual vs Forecast

WFMUPDATEDUPDATED

WRAP-UP

• Service levels achieved

• Occupancy

• Extra training done

• Extra o� -phone work completed

How did we do today?

• Spot risks to service levels

• Recommendations for sta� moves

• Meeting/breaks ok?

Recommendations for sta� moves

Meeting/breaks ok?• Meeting/breaks ok?

• Recommendations for sta� moves

Meeting/breaks ok?

AFTERNOON HEADS-UP

Automated analysis available all dayReports on

performance so far

Workload

OK! 9:33am

9:27amChanges OK?

2pm shift starts in 5 minutes 1:55pm OK! 2:16pm

Training session 3.30 to 4pm, OK? 2:15pm

What’s the best we can achieve?

What does tomorrow look like?

“What if” analyses

HEADS-UPROI

• Idle time opportunities

• Recommendations for training

• O� phone work

• Early-o� rewards

WFMUPDATEDUPDATED

Add Training priorities, holiday allowances, coaching, meetings

I’m sick 6.45am

I’m here 7.47am

I’m running late 7:30am

10am 11am9am8am6am 7am 12pm 2pm1pm 3pm 5pm4pm 6pm

Schedule adherence

RTA nudge

Actual vs Forecast

Automating real-time activities has been shown to[2]:

• Make better use of sta� with 55% improvement in agent utilisation

• Improve customer experience by a 37% increase in customer satisfaction

• Increase profitability with 3x greater revenue growth

QStory, identified as “one to watch” at the Everline Future 50 2016 Awards, o�ers SaaS cloud-based Real-Time Automation tools to the Contact Centre Industry. QStory is based in Guilford, UK with solutions used by organisations in Europe, Africa and the Americas.

Contact us:

E info@qstory.co.ukW qstory.co.uk

UK, Europe & Americas T + 44 (0) 1483 685360

AfricaT +27 (0) 12 443 6424W qstory.co.za

[2]Aberdeen Group, Analyst Insight:The Strategic Vale of Intraday Management in the Contact Centre July 2013

QStory and ARTI are registered trademarks of Customer Service IP Limited. All other marks used are the property of their respective proprietors.

CONTENTS OF THIS BROCHURE ARE COPYRIGHT © 2016

WHAT WILLYOU

DO WITHALL THETIME?

REQUEST A DEMO: http://o�ers.qstory.co.uk/arti-a5-0