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Article : The Beginner’s Guide to Predictive Workforce Analytics

#contactcenterworld

This comprehensive guide answers many questions HR and contact center leaders may have around predictive analytics with a focus on the benefits. Learn the roles on a predictive team, what types of challenges to solve, what HR can learn from Marketing and much more.

Human Resources Feels Pressure to Begin Using Predictive Analytics

Today’s business executives are increasingly applying pressure to their Human Resources departments to "use predictive analytics". This pressure isn’t unique to Human Resources as these same business leaders are similarly pressuring Sales, Customer Service, IT, Finance and every other line of business (LOB) leader, to do something predictive or analytical.

Every line of business (LOB) is clear on their focus. They need to uncover predictive analytics projects that somehow affect their bottom line. (Increase sales, increase customer service, decrease mistakes, increase calls per day and the like).


Human Resources Departments have a Different, and Somewhat Unique, Challenge not Faced By Most Other Lines of Business
When Human Resources analysts begin a predictive analytics initiative, what we see mirrors what every other line of business does. Somehow for HR, instead of having a great outcome it can be potentially devastating.

Unless the unique challenge HR faces is understood, it can trip up an HR organization for a long time, cause them to lose analytics project resources and funding, and continue to perplex HR as they have no idea how they missed the goal of the predictive initiative so badly.


Human Resources’ Traditional Approach to Predictive Projects

Talent Analytics’ experience has been that (like all other lines of business) when Human Resources focuses on predictive analytics projects, they look around for interesting HR problems to solve; that is, problems inside of the Human Resources departments. They’d like to know if employee engagement predicts anything, or if they can use predictive work somehow with their diversity challenges, or predict a flight risk score that is tied to how much training or promotions someone has, or see if the kind of onboarding someone has relates to how long they last in a role. Though these projects have tentative ties to other lines of business, these projects are driven from an HR need or curiosity.

HR (and everyone else) Needs to Avoid the "Wikipedia Approach" to Predictive Analytics
Our firm is often asked if we can "explore the data in the HR systems" to see if we can find anything useful. We recommend avoiding this approach as it is exactly the same as beginning to read Wikipedia from the beginning (like a book) hoping to find something useful.

When exploring HR data (or any data) without a question, what you’ll find are factoids that will be "interesting but not actionable". They will make people say "really, I never knew that", but nothing will result. You’ll pay an external consultant a lot of money to do this, or have a precious internal resource do this - only to gain little value without any strategic impact. Avoid using the Wikipedia Approach - at least at first. Start with a question to solve. Don’t start with a dataset.


Human Resources Predictive Project Results are Often Met with Little Enthusiasm
Like all other Lines of Business, HR is excited to show results of their HR focused predictive projects.

The important disconnect. HR shows results that are meaningful to HR only.

Perhaps there is a prediction that ties # of training classes to attrition, or correlates performance review ratings with how long someone would last in their role. This is interesting information to HR but not to the business.

Here’s what’s going on.


Business Outcomes Matter to the Business. HR Outcomes Don’t.

Human Resources departments can learn from the Marketing Department who came before them on the predictive analytics journey. Today’s Marketing Departments, that are using predictive analytics successfully, are arguably one of the strongest and most strategic departments of the entire company.

Today’s Marketing leaders predict customers who will generate the most revenue (have high customer lifetime value). Marketing Departments did not gain any traction with predictive analytics when they were predicting how many prospects would "click". They needed to predict how many customers would buy.

Early predictive efforts in the Marketing Department used predictive analytics to predict how many webinars they’ll need to conduct to get 1,000 new prospects in their prospect database. Or, how much they’d need to spend on marketing campaigns to get prospects to click on a coupon. (Adding new prospect names to a prospect database is a marketing goal not a business goal. Clicking on a coupon is a marketing goal not a business goal). Or, they could predict that customer engagement would go up if they gave a discount on a Friday (again, this is a marketing goal not a business goal. The business doesn’t care about any of these "middle measures" unless they can be proved and tracked to the end business outcome.


Marketing Cracked the Code

Business wants to reliably predict how many people would buy (not click) using this coupon vs. that one. When marketing predicted real business outcomes, resources, visibility and funding quickly became available.

When Marketing was able to show a predictive project that could identify what offer to make so that a customer bought and sales went up - business executives took notice. They took such close notice that they highlighted what Marketing was able to do, they gave Marketing more resources and funding and visibility. Important careers were made out of marketing folks who were / are part of strategic predictive analytics projects that delivered real revenue and / or real cost savings to the business’s bottom line.

Marketing stopped being "aligned" with the business, Marketing was the business.

Human Resources needs to do the same thing.


Best Approach for Successful and Noteworthy Predictive Workforce Projects

Many people get tangled up in definitions. Is it people analytics, workforce analytics, talent analytics or something else? It doesn’t matter what you call it - the point is that predictive workforce projects need to address and predict business outcomes not HR outcomes.

Like Marketing learned over time, when Human Resources begins predictive analytics projects, they need to approach the business units they support and ask them what kinds of challenges they are having that might be affected by the workforce.

There are 2 critical categories for strategic predictive workforce projects:

  • Measurably reducing employee turnover / attrition in a certain department or role

  • Measurably increasing specific employee performance (real performance not performance review scores) in one role or department or another (i.e. more sales, less mistakes, higher customer service scores, less accidents).

I say "measurably" because to be credible, the predictive workforce initiative needs to measure and show business results both before and after the predictive model.


For Greatest ROI: Businesses Must Predict Performance or Flight Risk Pre-Hire

Once an employee is hired, the business begins pouring significant cost into the employee typically made up of a) their salary and benefits b) training time while they ramp up to speed and deliver little to no value. Our analytics work measuring true replacement costs show us that even for very entry level roles a conservative replacement estimate for a single employee (Call Center Rep, Bank Teller and the like) will be over $6,000.

A great example, is to consider the credit industry. Imagine them extending credit to someone for a mortgage - and then applying analytics after the mortgage has been extended to predict which mortgage holders are a good credit risk. It’s preposterous.

They only thing the creditor can do after the relationship has begun is to try to coach, train, encourage, change the payment plan and the like. It’s too late after the relationship has begun.

Predicting credit risk (who will pay their bills) - is predicting human behavior. Predicting who will make their sales quota, who will make happy customers, who will make mistakes, who will drive their truck efficiently - also is predicting human behavior.

HR needs to realize that predicting human behavior is a mature domain with decades of experience and time to hone approaches, algorithms and sensitivity to private data.


What is Human Resources’ Role in Predictive Analytics Projects?

The great news is that typically the Human Resources Department will already be aware of both of these business challenges. They just hadn’t considered that Human Resources could be a part of helping to solve these challenges using predictive analytics.

Many articles discuss how Human Resources needs to be an analytics culture, and that all Human Resources employees need to learn analytics. Though I appreciate the realization that analytics is here to stay, Human Resources of all people should know that there are some people with the natural mindset to "get" and love analytics and there are some that don’t and won’t.

As I speak around the world and talk to folks in HR, I can feel the fear felt today by people in HR who have little interest in this space. My recommendation would be to breathe, take a step back and realize that not everyone needs to know how to perform predictive analytics. Realize there are many traditional HR functions that need to be accomplished. We recommend a best practice approach of identifying who does have the mindset and interest in the analytics space and let them partner with someone who is a true predictive analyst.

For those who know they are not cut out to be the person doing the predictive analytics there are still many roles where they can be incredibly useful in the predictive process. Perhaps they could identify problem areas that predictive analytics can solve, or perhaps they could be the person doing more of the traditional Human Resources work. I find this "analytics fear" paralyzes and demoralizes employees and people in general.


Loosely Identified, but Important Roles on a Predictive Workforce Analytics Project

  1. Someone to identify high turnover roles in the lines of business, or identify where there are a lot of employees not performing very well in their jobs

  2. A liaison: Someone to introduce the HR predictive analytics team to the lines of business with turnover or business performance challenges

  3. Someone to help find and access the data to support the predictive project

  4. Someone to actually "do" the predictive analytics work (the workforce analyst or data scientist)

  5. Someone who creates a final business report to show the results of the work (both positive and negative)

  6. Someone who presents the final business report

  7. A high level project manager to help keep the project moving along

  8. The business and HR experts that understand how things work and need to be consulted all along the way

These roles can sometimes all be the same person, and sometimes they can be many different people depending on the complexity of the project, the size of the predictive workforce organization, the number of lines of business that are involved in the project and / or the multiple areas where data needs to be accessed.

The important thing to realize is there are several non analytics roles inside of predictive projects. Not every role in a predictive project requires a predictive specialist or even an analytics savvy person.


High Value Predictive Projects Don’t Deliver HR Answers

We recommend, no. At least not to begin with. We started by describing how business leaders are pressuring Human Resources to do predictive analytics projects. There is often little or no guidance given to HR about what predictive projects to do.

Here is my prediction and you can take it to the bank. I’ve seen it happen over and over again.

When HR departments use predictive analytics to solve real, Line of Business challenges that are driven by the workforce, HR becomes an instant hero. These Human Resources Departments are given more resources, their projects are funded, they receive more headcount for their analytics projects - and like Marketing, they will turn into one of the most strategic departments of the entire company.


About Greta Roberts:
Greta Roberts is the CEO & Co-founder of Talent Analytics, Corp. She is the Program Chair of Predictive Analytics World for Workforce and a Faculty member of the International Institute for Analytics. Follow her on twitter @gretaroberts.

Today's Tip of the Day - Check Your Number

Read today's tip or listen to it on podcast.

Published: Thursday, October 22, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

5.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)
PH: (+61) 406 501 368

7.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

8.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

9.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

10.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

11.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

12.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

13.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

14.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)
PH: 1+480-435-9390

15.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

16.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
PH: 0217991445

17.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

18.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

19.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 

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