Why WFO is Important Joe Dean Senior Product Manager, WFO Solutions Stacey Lund Director of Technical Assistance, Mitchell International

Discussion Points WFO Product and Market Overview Financial and Competitive Impact of WFO Solutions Mitchell Quality and Performance ROI Case Study WFO at inContact

WFO PRODUCT AND MARKET OVERVIEW

WFO in the Call Center Preparing for the Interactions The Moment of Truth Analyzing the Interactions Hiring eLearning Workforce Management Contact Recording Screen Recording Quality Monitoring Coaching Customer Surveying Speech & Text Analytics

WFO Market Snapshot Disparate applications and manual processes Loosely integrated Source: F&S 2009 Survey

FINANCIAL AND COMPETITIVE IMPACT

Revenue & Growth via Loyalty Retention Costs about 10x more to acquire a new customer than to keep an existing one Word of Mouth In 2003, 25% of all new Dell customers came from positive word of mouth Exceptional Service Customer Loyalty Revenue Growth Source: The Ultimate Question by Dr. Fred Reichheld

People are #1 Asset and Cost Primary customer touch point, particularly during the post-acquisition phase Labor represents 60%-70% of annual expenditures Average cost to hire new agent is ~$15K

Cost Savings with WFO Reductions to hire and qualify new agents Reductions to train and retrain Reduced turnover Potential reductions in headcount

Impact: Employee Satisfaction Agents understand what is expected Agents communicate better Agents experience growth opportunities

Impact: Customer Satisfaction Zero in on strengths and weaknesses that most impact customer satisfaction Follow-up with customer interactions drive deep customer loyalty Drive organizational changes that are truly impacting the customer experience

Value of the Suite Be careful of the word suite Benefits of the integrated application services Workflow and events Better analytics

MITCHELL INTERNATIONAL CUSTOMER STORY

Mitchell Technical Assistance (TAC) 3500 contacts a week Phone, , knowledgebase, forums 3 sites (San Diego, Albuquerque, Evansville) 43 full time agents, 3 part time agents 11 Work At Homes (WAHOOs) 6 TSEs 6 Supervisors 2 Managers 3 Floor Monitors/Traffic Controllers/WFM Specialists/Business Analysts

Quality Monitoring Voice recording of calls Screen capture of agent desktop Coaching/feedback through standardized forms Tools used: Witness, now inContact and Go2Assist Result: Better CSI scores achieved through a feedback loop to the agent

Agent Surveys Event driven surveys Both agent & department feedback Result desired: immediate feedback from customer to agent to reinforce coaching and improve CSI score

eLearning MitchellU Captivate videos Telephone Dr softskills Customer/workflow portals Webinars Live meetings Classroom training Ridealongs Result: Improve CSI score through first call resolution while lowering cost to train agents

Reporting Occupancy (inContact report) -Available time -Wrap time Utilization (inContact report) Adherence to schedule Skills coverage and call arrival intervals Result: Improve agent efficiency and drive CSI improvement

WFM Adherence Scheduling Forecasting Shift swapping Simulations Result: Improve CSI by reducing wait times and making SLAs consistently

Synopsis – Mitchells results

WFO AT INCONTACT

WFO Strategy at inContact Step 1 Fill in the Feature Gaps Step 2 Achieve Cross- Functional Parity Step 3 Innovate and Integrate

WFO Today at inContact Hiring eLearning Coaching WFM ECHO Quality Management

WFO Vision at inContact Screen recording Text and speech analytics WFM Workflow and eventing Analytics and reporting Third party integrations

Three Key Takeaways OneTwoThree People represent the single largest expense within the call center. WFO solutions are about maximizing the efficiency and effectiveness of these people. It is important to automate monitoring and the metrics gathering process. When doing so, choose the data that you most care about that also drives behavior. Constantly review your WFO program to see if it is working. inContact is aggressively working toward building out a truly integrated collection of WFO application services. Even so, it is not important to implement all at once. You can implement a WFO program in pieces.