rmg contcentre ppt - uk ccf conference
TRANSCRIPT
Constantly Re-inventing Intelligent Digital SignageIn times of constant clutter,RMG offers clarity.
At RMG, our mission is to extend ourselves beyond industry limitations in order to empower data and content across systems, platforms and technologies. Our solutions are built to capture people’s attention, inspire action and engage through stunning visuals. Delivering relevant content and real-time data to the right audience at the right time.
ATTENTION IS THE NEW CURRENCY
Our attention span is now less than a goldfish…
ABOUT VISUALISATION OF DATA AND CONTENT
Many people prefer to see a video or a graphic to teach them something,especially when there is a lot of data and difficult material to understand.
Challenges on 3 levels
Specific Contact Centre Challenges
The Internal Communication Trends and Associated Challenge
The Internal Engagement Challenge
01 02 03
The Internal Engagement Challenge
01
COMMUNICATION, COMMUNICATION, COMMUNICATION
Money not only factorOpen communication, inclusive culture, pleasant dynamic & modern working environment, empowerment, positive reinforcement
Not something organisation ‘do’ but something employees ‘give’ to the companyMental, physical and emotional state
Nourishing engagementThough not directly controllable, managers’ behavior, and the support, encouragement, trust and empowerment they give their teams are critical
Trust and connecting
Performance insights
THE GROWING ENGAGEMENT CHALLENGE
Unengaged employees come at a yearly cost to companies of a £550 Billion in the US alone
SOURCES: : Gallup Survey 2013, Gallup Q12® Meta-Analysis Report, Quora consulting report 2016, office for national statistics and OECD, Source office for national statistics
60% of workforce are knowledgeable
workers – their engagement = their
output
75% of workforce will be made up of millenials by 2025
24% of employees are actively disengaged
Productivity has dropped by 17% over last decade
63% of business leaders report big
difficulties in attracting needed
talent
75% of top talent will leave the
business within the first 2 years
Focus on technology, software tools at work, communication, collaboration, teamwork, positive
reinforcement, transparency and flexibility
THE GROWING ENGAGEMENT CHALLENGE
Unengaged employees come at a yearly cost to companies of a £550 Billion in the US alone
SOURCES: : Gallup Survey 2013, Gallup Q12® Meta-Analysis Report, Quora consulting report 2016, office for national statistics and OECD, Source office for national statistics
60% of workforce are knowledgeable
workers – their engagement = their
output
75% of workforce will be made up of millenials by 2025
24% of employees are actively disengaged
Productivity has dropped by 17% over last decade
63% of business leaders report big
difficulties in attracting needed
talent
75% of top talent will leave the
business within the first 2 years
Reasons: Lack of recognition (22%)Lack of inspiration (64%)Lack of transparency and trust
YES, THERE IS!
Companies with engaged employees§ Are 21% more profitable§ Are between 17% and 21% more productive
§ Show 10% higher customer loyalty and engagement
§ High motivated teams have up to 4x the success rate of low engaged teams§ 147% higher earnings per share in comparison to their peers
§ Also better productivity, less churn, less absenteism, higher quality, less accidents...
Employees who feel empowered and have a flexible environmentAlmost 3 times more satisfied with their jobs (60% are satisfied against 22% for non empowered non flexible workers)
SOURCE: Gallup Q12® Meta-Analysis Report, Quora consulting report 2016
02The Internal Communication Trends and Associated Challenge
INTERNAL COMMUNICATION TRENDS
• Growing challenge in ‘reaching’ all employees
• Desire for real-time / updated communications
• Greater value resulting from personalised IC
• NEW drive to feature performance metrics in IC to drive
employee behaviour / productivity
SOURCE: Gallup Q12® Meta-Analysis Report, Quora consulting report 2016
Inbox overload
Easy to ignore
Competes with spam messages
SOURCE: RMG’s large global customers - 2016
CHALLENGES IN ACHIEVEING INTERNAL COMMS GOALS
EMAIL CLUTTER
Under utilised or not easily / regularly accessed
Lack of personal messaging
Usage varies
INTRANETS UNDERUTILISED
Location Dependant
Difficult to not reach remote employees
DIGITAL SIGNAGE LIMITED REACH
03Specific Contact Centre Challenges
THE SPECIFIC CHALLENGES IN TODAY’S CONTACT CENTRE
• Multi Channel
• Disengaged workforce
• Departmental breakdown
• Technology Overload
• Compliance
• Economy / Brexit
CONTACT CENTRE DRIVERS 2016 - 2017
• Productivity
• Attrition
• Sickness and Absences
• Employee Engagement
• Improve Technology
• Increase Sales
• Increase Customer Satisfaction
Going forward if organisations want to win the war for talent they are absolutely going to focus on the physical environment, the
technical environment and the cultural environment. This is the winning formula for creating and designing employee experiences.
JACOB MORGAN, Forbes
“
”
STRATEGYIncorporate a smart, visual, interactive, internal communication and performance mgmt strategy & tactics
THE (DIGITAL) STEPS FOR A MORE ENAGAGED WORKFORCE
01ALIGNMake sure everyone within the organisation is on the same page
02PLAN Create an implementation plan with clear milestones and deliverables
03LISTENAccommodate feedback
04SHARESocial messaging
05INSIGHTProvide real-time individual and team performance metrics
06
MANAGING ENGAGEMENT THROUGH SMART DIGITAL SIGNAGE
Corporate communications and HR teams play an important role in coaching and enabling executives to succeed in creating an engaging work environment.
Smart executives are increasingly turning to technology to cultivate more productive and profitable workplaces that put engagement at the centre of their culture.
By helping each key executive to fine-tune their preferred mix of communications channels and tools to best suit their personality and objectives, you’ll ultimately increase overall employee engagement for the company.
Once the organization has a handle on engagement, it can steer more of the team’s energy towards innovating and increasing market share in order to stay as healthy on the outside as it is on the inside.
THE ROLE OF
INTELLIGENT DIGITAL SIGNAGE; VISUAL COMMUNICATIONS AND VISUAL PERFORMANCE MGMT
Negative• Non Engaging• Limited Information – Only ACD
• Big Expensive Clocks
Positive• Easy to Maintain• Long Viewing Distance
First generation LED wallboards
Negative• Non Engaging• Limited Information
• What Does It Mean
Positive• Less Expensive Screens
Reports reproduced on screens
Positive• Engaging• Company Branded
• Service Levels Increased• More than just ACD• Internal communications delivered• Employees felt more valued
After a while wallboard becomes wallpaper again
The first smart integrated real time visual internal communications dashboards
We’vecomealongway…andthepresentandfuturelookbright
INTELLIGENT CONTACT CENTRE
RMG – INTELLIGENT DIGITAL SIGNAGE
Information when and where you need it
RMG Networks Enhanced Contact Centre Visualisation Solution delivers a mix of intelligent real time data, resolution messages and engaging content – ensuring that advisors and supervisors and managers receive vital information they need, when they need it most.
MULTI-CHANNEL REAL-TIME DISPARATEDATA SOURCES
GAMIFICATION RESOLUTIONMESSAGING
ANYCANVAS
RMG SOLUTION EXAMPLE The New Enhanced Wallboard
RMG SOLUTION EXAMPLE The New Multichannel Contact Centre Display
REVOLUTION IS CALLING
INTRODUCING THE NEW RMG NETLITE EON
Netlite EON™ goes beyond text, beyond size and beyond limitations. Presenting a solid next generation LED wallboard solution that:
• Says a thousands words through captive image or video• Tells your message in an impactful way• Keeps the learning curve steep and constantly increases
efficiency over time through varied, visually stunning, real-time and dynamic content
• Truly engages people• Influences behavior• same form factor as older generation wallboards yet
sleeker, a lot more powerful, impactful, (energy) efficient and offering unseen content displaying capacities
RMG SOLUTION EXAMPLE INVIEW Desktop and Mobile
§ Communications “pushed” to desktop or mobile device
§ Message “window” size and location company-defined
§ Message can be customized by department, title or individual
§ Content can include text, charts, videos and interactivity
§ “Push” is optional
RMG SOLUTION EXAMPLE
§ Best (only) way to “reach” all employees
§ Enables true “real-time” communications
§ Personalized communications to desktop, IPad or phone
§ CFO support?§ Real-time and personalized
performance metrics drive productivity and financial gainRMG SOLUTION EXAMPLE
Multichannel Desktop INVIEW
Different Messaging…different audiences
MARKETING R & D SALES FINANCE
By Location By Division or Department
31By Job Type2
• Can assign individual playtimes to the content• Play Schedule Properties control the playtime of an item as well as the time intervals in which
the item is played
RIGHT CONTENT AT RIGHT TIME
POSITIVE REINFORCEMENT
Positive reinforcement = positive results• Negative feedback cuts a self-esteem• Little room for personal or professional
development• Positive recognition – awards, thank you
Law of Effect“Behavior which is reinforced tends to be repeated (i.e. strengthened); behavior which is not reinforced tends to die out-or be extinguished (i.e. weakened).” B.F. Skinner
RMG SOLUTION EXAMPLE Gamification
RMG SOLUTION EXAMPLE Executive Dashboard
RMG SOLUTION EXAMPLE Command Centre
MULTI-PLATFORM SMART DIGITAL TOOLS TO SOLVE CHALLENGE
INTERNAL SYSTEMS & PLATFORMS
CONNECTING THE DOTS FOR AN INTEGRAL IC STRATEGY AND IMPACTFUL RESULTS
INTELLIGENT DYNAMIC IC
TOOLS
RELEVANT PERSONALISED
CONTENT
PERFORMANCE METRICS
INCLUSION
TRANSPARENCYEMPOWERED EMPLOYEESCONNECTED
TEAMS
ENGAGEMENT
COMPANY RESULTS
CASEEnBW
THE COMPANY
EnBW is one of the largest fully integrated energy companies,headquartered in Karlsruhe, Germany.With more than 20,000 employees, EnBW supplies gas, water and energy-related products and services to more than 5.5 million customers.
EnBW’s internal service deskProviding assistance and services to internal customers and partners18,000+Round the clock monitoring of processes and quality. Detecting and solving issues and problems on time and as proactively as possible.
Department:Description:
Users:Function:
THE CHALLENGE
EnBW collects huge amount of crucial data.However:• Systems in place lacked transparency• No visual display of information nor performance indicators for agents• No action orientated real-time information
These gaps negatively impacted:• On-time reaction and corrective actions to occurring issues• Ability to act in a proactive manner• Efficiency and productivity of agents• Overall service levels
THE RESULTS
PROACTIVE RESPONSEEvolve from a reactive to a highly proactive service desk
EFFICIENT OPERATIONSOperations run significantly quicker and are more efficient
SERVICE IMPROVEMENTService levels improved by 10% in short time span
COST SAVINGSSavings achieved by rendering certain tools and expensive licenses obsolete
FAST RESOUTION80% of calls solved within 40 seconds
RESOURCE MANAGEMENTCommunicate more efficiently to enhance critical business decisions
RMG SOLUTION EXAMPLE EnBW
RMG SOLUTION EXAMPLE EnBW Desktop INVIEW
GENERAL BENEFITS OF VISUAL COMMUNICATIONS
SOURCES: : Engagement at Work: I’s Effect on Performance Continues in Tough Economic Times by Gallup
10% 10% 24%Increase in
Quality ScoresIncrease in
First Call ResolutionReduction in
Average Hold Timeimmediatelyfollowingintroductionofreal-timescoreboards.
BEYOND DIGITAL SIGNAGE
At RMG we don’t just display information. Our turnkey technology solutions turn data into information and information into real-time actionable insights. Furthermore, transforming content into engagement, being an integral valuable part of the employee experience, is an art RMG masters through interactive smart technology, expert consulting services and stunning visual design. Our technology acts as a value adding layer tapping into systems, platforms and processes, in order to:
• Empowerdataandcontent
• Engageemployees
• Inspireconsumers
• Informpeople
• Enable(Avaya)systemstobecomemoraactionableandengagingbymeansofasmartvisualisationlayer
• Optimiseprocesses
• Facilitatedecisionmaking
• Enhanceperformance
TURNKEY SOLUTIONS THAT GO BEYOND INDUSTRY LIMITATIONS
RMG is the only turnkey intelligent digital signage solutions provider. Where as other market players generally focus on one particular element of the digital signage eco-system, RMG masters every element of it resulting in cost and time savings as well as enhanced outcomes.
By combining best-in-class software, hardware, business applications and services with out knowledge and 37 years of expertise, our solutions enable professionals throughout the organization to make informed decisions, inspire actions and engage any audience in a unique way.
HARDWARE SOFTWARE SERVICESCREATIVEDESIGN INSTALLATION
FULLTURNKEYSOLUTION
+ + + + =
ANY QUESTIONS?RMG LONDON SHOWCASE, TOWER 42 – FLOOR 1425 Old Broad St, London, EC2N [email protected]+44 203 868 6930