By analyzing objective engagement and performance data, managers can easily identify issues, forecast capacity needs, and develop strategies to improve employee and customer satisfaction. Ultimately, workforce analytics support informed decision-making, enhancing both employee and customer experience driving the following.
Outcomes
Measure employee engagement and reduce voluntary attrition by gaining insight into job satisfaction, engagement data, and how they serve your constituents. Gain valuable insights into turnover and absenteeism rates to be more proactive on capacity planning.
Gain more visibility and shorten the amount of time for employees to become proficient in their jobs. Measure the time it takes to get them to full productivity or in line with their peers. Help identify the effectiveness of recruiting, onboarding, training, and career development processes and programs across the entire employment lifecycle.
Gain more visibility into leadership impact on employee performance and engagement. Provide leadership with objective data on employee utilization and performance.
Relate key performance indicators for constituent service back to the individual employee helping to orchestrate a better human experience for them and you. Building trust in their decisions, while aligning them to organizational/team/individual goals and objectives.
Solution Approach Overview
You do not have to spend millions of dollars migrating to a new CCaaS or UCaaS or CCAI solution to get the following key performance indicators related o your workforce. Our team of experts and the platform can help you incrementally gain more clarity around the following insights. Allowing you to navigate providing optimal and effortless service to your constituents, while not losing sight of what matters most, the people.
The pundits at Forbes, McKinsey, BCG, and KPMG all say that the failure rate for "digital" transformation falls between 70-90%. We think most of that is fear mongering, but even if it's exaggerated, it's a gigantic waste of time and limited resources. They say that the technology you choose is only 20% of the equation.
We do know for sure that anything digital means that there is data and it's more important than all those applications. Your new shiny AI object won't be very effective without it.
Leverage our Data Champion Success Framework tailored for Customer Service teams to enable the effective measurement and continuous improvement in the following areas:
Alignment to Business Outcomes: Understand and articulate the financial implications of Data and AI initiatives. Create a business case for change that justifies action and sponsorship.
Promote Organizational Awareness: Counteract resistance to change by steadily educating staff on the benefits of new tools and processes to show case how they and the constituents they serve benefit.
Unlock Team Agility and Velocity: Place more emphasis on individuals with strong leadership and soft skills at the helm of these Data and AI projects, instead of just a bunch technical experts and project managers.
Prioritize by Impact: Train project leaders to focus on the bigger picture and strategic vision aligned to business impact, rather than getting lost in tasks and time.
Combat Shiny Toy Syndrome: Every tool or system adopted should serve a clear, strategic purpose. The platform we leverage can get you to "good enough" quickly and enable you to iteratively perfect the solution over time.
Speak the Business Language: Communicate project outcomes and progress in a way that non-technologists, especially sponsors and key stakeholders, can understand. Focus on compelling human experience (HX) success stories and objective data.
Manage External Vendors Effectively: Establish clear timelines, ownership, and deliverables to ensure synchronization. Implement and enforce consequences for unmet expectations to prevent escalating delay costs.
Train Internal Users: Do not assume new intuitive user interfaces (UI) eliminate the need for training. Address learning and development plans upfront and through the transition to the future state.
Talent Retention Focus: Protect your skilled employees by providing an optimal employee experience that improves engagement and performance resulting in improvements in constituent experience as well.
Address Fear of Replacement: Identify and address internal resistance stemming from fear of job loss or the need to learn new things. Transparency about the impact of Data and AI on roles and responsibilities can help allay these fears.
Accelerate Decision-making Processes: Build trust in employee judgement with support from Data and AI technology aligned with organizational and team goals.
By adhering to these principles, organizations can navigate the complexities of Data and AI transformation more effectively, fostering alignment, efficiency, and overall success.
Stakeholders
Customer Service leaders and employee groups. More detailed Profile
Technology Platform
The solution leverages a combination of Microsoft and OpenAI technologies that our clients usually either already own or can add via a subscription. Microsoft Teams, M365, Microsoft Viva Suite, Microsoft CoPilot, and can be extended via the Microsoft Power Platform.
Pre-built Integrations: Jira, Azure DevOps, Monday, Asana, Google, Slack, Github Salesforce, Amazon Redshift, Domo, Box, GitLab, Snowflake, ZenDesk, and the entire Microsoft Platform. Custom integrations based on client technology environment and data strategy,
Where to Start...
We recommend starting with a quick analysis of your current state in the following areas: Vision and Strategy, Governance, Quality, Platforms/Sources, Security and Privacy, Analytics and AI, and ecosystem. In addition to a business case for change and pilot