Uncover. Analyze. Improve. Automate.

We want our operations to run more smoothly, efficiently and productively.

We need insights into how and where we can make changes to help achieve better results.

We strive to allocate resources and effort for improved outcomes.

How can you tackle these business challenges? I recommend the following strategy: Uncover. Analyze. Improve. Automate.

Uncover – “How can I learn what I can’t see?”

Years ago, managers were advised to MBWA—manage by walking around—to learn what they needed to know. They could see who was working productively, and who was not—whether it was in the contact center or performing front or back-office functions.

Today, the sheer size of operational teams—and their distributed locations—makes that unrealistic.

Organizations with Verint Process Discovery, part of Verint Desktop and Process Analytics, can use it to uncover desktop activity across their operations, capturing process steps, sequence and durations for all the work being done. This data can help provide critical insights into their day-to-day operations—both for individual employees and across larger groups performing the same work.

Analyze – “What’s going on and why?”

Once you have the data, the next step is the analysis. Verint Process Analysis generates a visual map of the steps taken to complete a particular process, showing how many employees followed the mainstream or direct path, as well as those who followed a different process, bypassing steps, circling back to repeat steps out of sequence, or simply terminating the work unsuccessfully.

In addition to capturing the process flow, the solution also captures the duration for each step which can be used for updating time standards, as well as to identify employees who may need coaching or training.

The resultant visual flow can alert you to compliance or policy issues, and can also help you identify how your top performers complete a process so that it might be taught to others.

Improve – “Where can we make specific changes for better results?”

Understanding what is happening provides management with Actionable Intelligence. Having data to show that employees are struggling with a single step in a process is a sign that the process may need to be reviewed and revised. Related required information could be presented in a different sequence to reduce employee effort, or help tips or guidance prompts can provide instructions to help them complete the task more easily and accurately.

Automate – “What work can we offload from employees to improve productivity?”

After you’ve mapped your operational processes, consider whether some of them might be effectively automated using Robotic Process Automation to increase productivity and quality—and, importantly—offload repetitive and boring work from your employees. By shifting some tasks and processes to software robots that can do the work automatically, you can focus your employees’ efforts on more value-added, customer-facing work that requires human decision-making.

Four Steps to Repeat for Better Outcomes

Uncover. Analyze. Improve. Automate.

By leveraging the capabilities of Desktop and Process Analytics and Robotic Process Automation, you can take a systematic approach to reviewing, optimizing and automating the work in your organization—any maybe even have more satisfied employees.

Learn more in our white paper, Five Steps Toward Sustainable Process Improvement.

The post Uncover. Analyze. Improve. Automate. appeared first on Customer Experience Management Blog.


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