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DisclaimerDisclaimer
Introducing our new
brand identity
Workforce Management Roadmap
• Joel Webb – Enterprise Solutions
• NICE Australia & New Zealand
• NICE WFM Roadmap Highlights
• WFM 6.5 Enhancements Overview
• Adaptive WFO
• Back Office WFM + Demo
• Robotic Automation
AGENDA
Where Are We Going?
PERFORMANCE
IMPROVEMENTS
5
NEXT STOP
V6.5
Distance: 05/05/16
FEATURE
ENHANCEMENTS
SERVICEABILITY
IMPROVEMENTS
TIME OFF MANAGER:
• Calculates future # of hours & days to work based on
employee’s work rules
• Option to manage time off in day increments as
opposed to hourly increments only
BACK OFFICE:
• Work Journal: AWS & SWS screen where employees
can enter number of work items completed each day
(by Queue or Agent) to ensure data collection even for
work items having no ACD interface
• Time Standards: Enables customers to enter a
“standard” AHT value for forecasting even if they have
no reliable way to capture historical AHT data
And More…
• “Select All” Reports for Easy Deletion
• Remember Input Parameters on Meeting Scheduler &
Schedule Optimizer
• Date Navigation on Schedule Management & Queue
History Screens
• Personnel Planner: Export to Spreadsheet option
allows supervisors to analyze long-term forecasts in
Excel.
6
FUNCTIONAL ENHANCEMENTSV6.5
7
INFRASTRUCTURE UPGRADES
WFM Tech Stack/ Security Upgrades to Java (JDK) version 1.8; Spring 4; and JBOSS 7.5
WFM Market Standards AlignmentThe product now supports SQL 2014, Oracle 12 and Windows 10 (Client side)
V6.5
8
Roadmap Preview…V6.6
New UI / UX update for an enhanced
user experience
Mobile application enhancements for
increased agent satisfaction
HA (Phase I) – Apache Server Monitoring (Phase I) – new logger for
System events
Back Office enhancements (RTA UI for
RTAM integration)
Multi-channel enhancements for email &
chat
Easy Database Access for hosted
environments – custom report creation
Security improvements & more…
Content subject to change
TIME STANDARDS
10
6.5 enhancements
AHT Time Standards
11
AHT Time Standards
12
AHT Time Standards
Active or What-if Short-term:
Time standard values entered for the date range will override the normally forecasted AHT
values for each CT/WT in the EG.
If Time standard values do not exist, the normally forecasted AHT will be used.
If an interval is left blank, the normally forecasted AHT value will be used.
The Generate Forecast process will not ignore Time Standard values if the CT belongs to
a BU.
What-if Long-term:
The normally forecasted AHT values will be used unless the “Use daily table below” option
is selected.
If a day is left blank, the normally forecasted AHT will be used.
Time standard values entered via the Forecast objectives view will be ignored.
13
14
WORK JOURNAL
6.5 enhancements
Work Journal
15
Work Journal
16
Work Journal – By Agent
17
All “Work Journal” queues for which the agent has the associated skill
are listed.
User can enter the number of items completed and a note for each
queue.
This screen is available in AWS and SWS.
Work Journal – By Queue
18
All agents who have a skill associated with the queue are listed.
Pagination available in 100, 200, or 500 items per page
19
TIME OFF
MANAGER
6.5 enhancements
TIME OFF MANAGER – KEY UPDATES
Time off can now be managed in DAYS or in HOURS
Previously only supported hours
The system can now use employee work rules to determine future day lengths
Fixed day lengths are also still supported
20
TIME OFF RULES
21
Rules use either Days or
HH:MM as the calculation
unit
(Can’t be changed once it
has been saved)
TIME OFF RULES
22
If an agent requests a partial
day of Vacation, how do we
know how much time to
count?
TIME OFF RULES
23
For Days rules, Deduct Conditions
replace “Partial Day Deduct”
settings.
DEDUCT CONDITIONS
24
Deduct conditions determine how much time is deducted for a partial day.
Full days always count as 1.
“Ratio” is
(Time Off Length) / (Schedule Length)
But for future days, how do we
know the length of the agent’s
schedule?
DEDUCT CONDITIONS
25
AGENT TIME OFF PARAMETERS
26
New Length field specifies how the agent’s full
day length is determined
Shortest / Median / Longest:
Uses the shortest / median / longest daily rule in the weekly rule
Hours per day:
Uses the fixed Hours per day values
WEBSTATION: My Time Off
27
Time Off Summary data shown in
days
MINI FEATURES
28
- Schedule Change Requests
- Select All Reports
- Intraday Enhancements
- Personnel Planner Updates
- Holiday Preferences
- Date Navigation Arrows
- Remember Last-used Settings
6.5 enhancements
SWS Schedule Change Request Approvals:
Show request type (add, delete, change)
29
NEW COLUMNS
SWS: View Reports – Select All Button
New checkboxes added to the header row of Data and Process reports that will allow all
reports to be selected.
NEW CHECKBOXES
Intraday –Column to compare actual to forecast as a %
New read-only columns in the Contacts section will be added to the Intraday view in the RCP:
“Act vs Intra/Rev/Run rec %” for Inbound entities
“Act vs Intra/Rev/Run %” for Outbound entities.
New read-only column named “Act vs Intra/Rev/Run %” in the AHT section will be added to the
Intraday view in the RCP for Inbound and Outbound entities.
The calculations were voted on by NUG members. Options B and X won.
Intraday – Column to compare actual to forecast as a %
Personnel Planner
Actual FTE Capacity calculation includes shrinkage and MSEff
Not including these factors caused Actual FTE Capacity to be inflated
Now matches the calculation used for requirements
Actual FTE Capacity is used to calculate Backlog
33
Personnel Planner
Export to Excel
Exports in the format currently displayed
Exports only the data currently displayed
Does not export all CTs at once
34
Personnel Planner
Edit SL Time and AHT in the displayed format
Edit in Days when formatted as DD:HH:MM:SS
Edit in Seconds when formatted as Seconds
Could previously only edit in seconds, regardless of the display format
35
Holiday Preferences
New page opens in SWS
36
Selector options:
- MU or MU Set
- Agent Data
- Holiday
Holiday Preferences
New page opens in SWS
37
One holiday at a time
Each agent’s preference is shown
Totals for each preference
Last modification time
Date Navigation Arrows
38
Schedule Management
Queue History
Remember Last-used Settings
Meeting Scheduler, Schedule Optimizer, and Generate Schedules
Settings are remembered per login
User can go to a different machine and settings will still be recalled
Settings are saved when the user clicks Finish
Nothing is saved if the user clicks Cancel
If a saved entity no longer exists, it is not included in the dialog
E.g. deleted activity codes, moved or deleted agents, deleted MUs
39
Meeting Scheduler
40
Schedule Optimizer
41
Generate Schedules
42
Addressing the challenge of
assisted channels
Adaptive WFO
Top Contact Center Challenges
“The Total Cost per agent turnover is
as high as 60-70% of the annual salary
of a new agent in the US”(Frost and Sullivan)
High agent turnover (around 33%) and absenteeism is disruptive and costly
Delivering a consistent customer experience
Predicting contact center performance
Engaging remote or home-based agents
Being productive with complex and rigid processes
Managing Increasingly sophisticated customer expectations
Dealing with more & more complex interactions
45
As simpler transactions move to self-service channels, contact centres are dealing with greater complexity
Merchants - 2015 Global Contact Centre Benchmarking Report
Reasons for These Challenges The Agent Adapts to the Process
Generic approach to agent experience
• “One size fits all” onboarding,
coaching, incentives
• Inflexible scheduling
• Managing to averages
Workforce expectations shift
Too much data, not enough insight
Lack of agent advancement opportunity
Static processes
Obsolete management models based on
outdated manufacturing principles
Transform the Agent Experience
Personalize the agent experience on
a large scale
Improve the agent and customer
experience
Adapt to the changing workforce
expectations
The Process Adapts to the Agent
“High levels of employee
engagement contribute to higher
levels of customer satisfaction”(Gartner)
Adaptive management processes deliver better business outcomes
On average, they deliver
45% better customer
outcomes
43% better agent attitude
Enthusiasm, interest, confidence, attentiveness
44% better Socio-emotional behaviors
Politeness, friendliness, helpfulness
36% better call handling skills
Listening skills & questioning skills
45% more successful contact outcome
Call objectives fulfilled, positive image
presented
“The real art of discovery consists
not in finding new lands but in
seeing with new eyes”
Proust
Source: UK research by Aston Business School
Adaptive Workforce Optimisation
Agent characteristics
based on MAP
Attributes
Preferences
Metrics
How does it work?
Persona MAP
AgentPersona
Development
MetricsAttendance
Evaluation score
FCR
CSAT score
Long wrap-up time
Attributes Good listener
Impatient
Personable
Articulate
Influential
Knowledge
PreferencesSchedule Shift
Personal goals (career advancement)
Development - frequency & delivery
Adaptive WFO In Action Data capture and aggregation
AGENT PERSONAMULTIPLE SOURCES OF DATA
OTHER
INTERACTIONS
FEEDBACK
QUALITY SCORE
PREFERENCE
SPEECH
ANALYTICS
COMPLIANCE
DESKTOP
ANALYTICS
KPI
PERFORMANCE
Development
Adaptive WFO In Action
AGENT PERSONA ADAPTIVE ENGINE
Quality
Coaching
Leadership
Training
Gamification
Schedule
Agent and Supervisor
Engagement using
Gap analysis
Analytics driven modeling to extrapolate correlations and
predictive patterns that can be adapted to processes
Personalized Process
Development
Let’s see how it works
Before Adaptive WFO:
Same Monthly Coaching
Millennial
College graduate
First job
Jack
Before Adaptive WFO:
Same Schedule
Millennial
College graduate
First job
Jack
Before Adaptive WFO:
Performance
Millennial
College graduate
First job
Jack
CSAT (low), FCR (good), is always late for work
Before Adaptive WFO:
Millennial
College graduate
First job
Jack
Persona MAP
Sales Skills
MetricsLow CSAT
High FCR
Attributes Lacks patience, a fast talker
Attendance
Ambitious, responds well to contests
Articulate
Influential
PreferencesJack wants to sell
Metrics are better in the evening
Sales Skills
Jack’sPersona
How does
the process
adapts to
jack?
The Process Adapts to Jack
Scores all interactions
Identifies process to focus
& frequency
Evaluation30%
Milestone
Milestone
My Progress
Milestone
YOU ARE
HERE
My Skills 3% Technical Support Sales My Plan
My Persona Development
Evaluation
Coaching
Schedule
Incentives
The Process Adapts to Jack
Self Service
Communications
Skills Coaching
Self Assess
Real-time Guidance Identify
Sales Opportunities
Coaching30%
Milestone
Milestone
My Progress
Milestone
YOU ARE
HERE
My Skills 3% Technical Support Sales My Plan
My ?Persona Development
Evaluation
Coaching
Schedule
Incentives
The Process Adapts to Jack
Late shift options
Added chat and email
support to schedule
Schedule30%
Milestone
Milestone
My Progress
Milestone
YOU ARE
HERE
My Skills 3% Technical Support Sales My Plan
My Persona Development
Evaluation
Coaching
Schedule
Incentives
The Process Adapts to Jack
30%Milestone
Milestone
My Progress
Milestone
YOU ARE
HERE
My Skills 3% Technical Support Sales My Plan
My Persona Development
Evaluation
Coaching
Schedule
Incentives
Coaching results FCR target
Incentives
The Process Adapts to Jack
30%Milestone
Milestone
My Progress
Milestone
YOU ARE
HERE
My Skills 3% Technical Support Sales My Plan
My Persona Development
Evaluation
Coaching
Schedule
Incentives Congratulationson your promotion
Adaptive WFO In Action
Automated, industrial scale, continuous improvement process
Provides focused coaching & incentives based on gaps
Directs agents, supervisors & teams on the best path
Back Office WFO
What happened to the Future?
Expansion of WFM Concepts to Non-Phone Channels is the #1 trend in Workforce
Management
)SWPP Surveys(
Few companies have deployed WFM in their back offices to improve planning and staffing
efficiencies
Companies are looking at WFM outside of the contact center.
Companies that want to optimize their front and back office are looking for a single WFM
solution
(Trends reported by DMG in their March 2015 WFM Report)
Business leaders are pushing for cost savings in areas of the business that don’t have WFM
solutions in place
WFM Trends
How Does Back Office WFM Compare to Contact Center WFM?
CONTACT CENTER WFM BACK OFFICE WFM
LOW Visibility into Employee Productivity
Forecasting DEFERRABLE Work and MULTI-STEP Work
Less focus on START/STOP times, more on theTYPE OF WORK per employee
Intraday tracking of SERVICE LEVEL andBACKLOG
Terminology: WORK ITEMS, BACKLOG, EMPLOYEES
Historical Data from MULTIPLE SYSTEMS W/O AHT
HIGH Visibility into Employee Productivity
Forecasting IMMEDIATE Need Work
Scheduling employees to meet CONTACT VOLUMES per interval
Intraday tracking of SERVICE LEVEL andABANDON RATES
Terminology: CONTACTS, ABANDONS, AGENTS
Historical Data from ACDS, INCLUDING AHT
Why is the Back Office So Important?
69
of customer dissatisfaction originates in the back office
60%Back office execution
problems cause
of call center volume
Poor work affects
customer
satisfaction and
business results20%
2.5 Back Office Workers For every Front Office Worker
Personnel Costs
are Significant
Regulatory fines
and penalties can
be huge Average cost per year of compliance
$3.5MAverage cost per year of non-compliance
$9.4M
Back Office Pain Points
70
Excel for workforce management and planning
Tick sheetsto report work processed
Time-and-motion studies to establish performancestandards
Lack of visibility into performance and chair drops for performance reporting
Manually moving work around, unsure if service levels will be met
Doing mundane tasks, repeatedly with high error rates
Proficiency Solution
Back Office Suite
71
NICE Work ManagerReal-Time Activity
MonitoringWorkforce Management
Performance
Management
Advanced Proficiency Solution
Optional Solutions
Call and Screen
Recording and Call
Quality
Management
Robotic Process
Automation
Real-Time Process
Optimization
Work Inventory
Management
Back Office
Proficiency Solution
72
NICE Back Office WFO
0 100 200 300 400 500 600
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
Production Time (Avg Min)
The Back Office Proficiency Solution Quick Win
73
333 Min Avg.
390 (6.5 Hrs) Goal
480 (8 Hr) day
OpportunityProduction Time Goal 6.5 hours
Avg. Production Time 5.6 hours
Total Employees 300
Recapture Rate 50%
Hours Saved / Year 35,000
~ $750K in Annual
Savings
PERFORMANCE
CAPTURE
&
ANALYZE
FORECAST & SCHEDULE
Proficiency Solution
PROFICIENCY
SOLUTION
CAPTURE & ANALYZE Component
75
Tracks individual work items and actual handle time
Tracks off desktop activities
Captures employee desktop activity and categorizes activity into ‘productivity buckets’
Forecast and Schedule the required staffing taking into account expected work items and average handling times and availability.
Measures employee adherence to their schedule in real time.
76
Forecast Schedule
Real-Time Adherence
FT
E
JUN 2014 JUL 2014 AUG 2014 SEP 2014 OCT2014 NOV 2014 DEC 2014 JAN 2015
0
5
10
15
20
25
30
35
40
45
Supply vs Demand
Actual FTE FTE Req FTE Req +/-
0
5
10
15
20
25
30
35
40
-5
FT
E R
eq
+/-
FORECAST & SCHEDULE Component
Back Office Workforce Management
77
Work JournalAHT
Standards
Enhanced Personnel
Planner
Multi-Step Workflow
Forecasting
Actual Backlog, Intraday
Backlog and What-If Backlog
Coming soon: Additional RTAM information in Real-Time Adherence
Process View
Shows the currently
active process from
Desktop Work Tracker
Shows alerts that are
configured in RTAM
Coming soon: Additional RTAM information in Real-Time Adherence
TotalView
FirstName
LastName
Scheduled Activity
Actual State
Time in State
Reported State
Time in State
ApplicationWindows Title
URLProcess Name
Alert
Adherence View
FirstName
LastName
Scheduled Activity
Actual StateTime in State
Reported State
Time in State
ApplicationWindows Title
URL
Joe Shopper OpenNon-Productive, Non-Business
10:25 ChromeApple MacBook Pro
http://www.ebay.com/itm/NIB-Apple-Macbook
StateView
FirstName
LastName
Scheduled Activity
Actual StateTime in State
Reported State
Time in State
ApplicationWindows Title
URL
Jane News OpenNon-Productive, Non-Business
65:45 Lunch 65:00 ChromeFoxNews –Breaking
http://www.foxnews.com/
ProcessView
First Name Last Name Process Name Process ID Time in Process Alert Time in Alert
Jim Slow Medical Claim MD-1234-GRAFF 35:05Over ProcessTime Threshold
10:05
AlertView
First Name Last Name Alert Time in Alert Actual StateTime in
StateApplication Windows Title URL
Sue PriceyHigh Value Claim
10:25 Productive 20:00 ChromeClaim View-1234
http://claimview/1234
Coming soon: WFM Intra-View screen for DAILY/WEEKLY/MONTHLY time periods
Daily, Weekly or Monthly ViewEnterprise
Group, Work
Type or Work
Type Set
MU or MU Set
Proficiency Solution DemonstrationPROFICIENCY SOLUTION DEMONSTRATION
Proficiency Solution Benefits
MEASURE MANAGE IMPROVE
Skill Vs. Will
True Handle Time
Employee Proficiency Progress
First Touch Resolution
Accurate Forecasting
Efficient Scheduling
Backlogs
Real-Time Adherence
Performance to Key Metrics
Employee Motivation to Excel
Results-Driven Culture
Coaching Effectiveness