Optimization

Optimize your processes by using the Customer Service Management application. You can analyze which processes are relevant to your key performance indicators (KPIs), identify the bottlenecks for your customer service cases, learn how to optimize your workforce, and manage your teams more efficiently.

Process mining

By mining your processes, you can quickly analyze and improve the root cause of the inefficiencies. A process mining content pack has been built exclusively for the Customer Service Management application. This content pack helps you to analyze your cases and create process maps. With a process map, you can review the case records and find the performance issues. After finding some improvement opportunities, you can create initiatives to track the progress to ensure that an issue doesn’t happen again in the future. You can also analyze your process maps by using variables like Location, Product, Priority, Category, Resolution code, and Assignment group.

Process mining enables you to do these tasks:

• Visualize your process execution and resolve underlying issues.
• Automatically discover and create process maps for your KPIs and conduct a root cause analysis.
• Use process maps that were built by using audit log data to identify your bottlenecks, redundancies, and opportunities for automation.
• Replace time-consuming manual analysis and costly consultants with automated data-driven process maps.

The following diagram shows the benefits of Process Mining, including creating process maps, analyzing bottlenecks, and finding new areas of improvement and automation.

Figure 1. Process mining steps

Key Features of process mining include:

Dashboard and insights

You can drill down into the process KPIs that are most important to your business. You can get the insights into the process inefficiencies that are discovered by the process model. The top identified case inefficiencies across all organizations are:

• Idling time: The time that it takes for assigned cases to move to Work in progress.
• Resolution rejected: Cases where a solution has been proposed by the agent but for some reason is rejected by the customer.
• Reassignments: Cases where the assignment group change happens at least twice.
• Resolution efficiency: Cases where there’s a significant time gap between the Work In Progress and Resolved cases.
• Assignment efficiency: Cases where the time to assign a case is longer than usual.
• Undesirable transition: Cases that go from Work in progress to Work in progress-awaiting info.

Automated root cause analysis and clustering

You can investigate where and why inefficiencies happen in the process. You can get insights on the leading influencers for the analyzed process steps and discover the hidden connections and influencing factors in the process data.

Multi-dimensional mining

You can link the different related processes to visualize in one graph.

Business process flow creation

You can use the case data in audit trails to perform an in-depth analysis and discover the process insights that can improve your business outcomes.

For more information about enabling the Process Mining content pack, see the following topics:

• Activate Process Mining Content Packs.
• Integrating with Process Mining.

Workforce Optimization

The Workforce Optimization for Customer Service application manages and maintains the productivity of your workforce. With the Workforce Optimization for Customer Service application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor your team's performance.

The Workforce Optimization for Customer Service application is configurable and can be customized to fit your service objectives.

The advantages of Workforce Optimization for Customer Service include:

• Improve the quality, efficiency, and satisfaction of your teams.
• Support skill growth and smart scheduling for your team.
• Get real-time and historical snapshots of your team's performance.
• Onboard, coach, and train workflows to develop and grow your team members.
• Focus on all engagement channels and provide real-time help to your team members so that they can provide a better customer experience.
• Capture all the relevant data and apply these insights and guidance to your team.

To learn more about the Workforce Optimization for Customer Service application, see Workforce Optimization for Customer Service.