Innovation in Service Analytics has been needed to truly reduce contact demand/customer effort. At serviceMob, our products help to optimize business effectiveness from strategic design to day-to-day execution, we deliver actionable intelligence down to the interaction level.
serviceMob provides visibility into key performance metrics for agents across the whole operation to improve business effectiveness and increase customer satisfaction.
For example, one of serviceMob's metrics is contact level resolution. With this insight, businesses could see what issue types agents needed coaching on, to help reduce repeat contacts into the support center. Management teams are able to quickly identify which cases/tickets should be reviewed, improving the speed at which coaching is delivered.
In addition to specializing in performance management, serviceMob also provides a view of resolution metrics based on customer behaviors.
This means we can provide analysis to when a customer comes in a channel, which agent they spoke with, and ultimately if their issue was solved or not. This gives a better sense of the following: Did a specific user come back into support within x-number of days for that specific contact reason?
This level of insight is not provided by any in-market solution. By reducing the number of repeat contacts and focusing on agent effectiveness, many of serviceMob's enterprise users saw a significant reduction in rework across all of its support channels.
serviceMob accounts for critical factors which traditional WFM tools miss, such as; repeat contacts. Repeat contact demand traditionally has a higher AHT, and thus should be considered when determining how many agents are needed on the frontline.
To that extent, our model accounts for growth and detraction factors improving the accuracy of the model to 95-97% on the intraweek level. With a better forecast, serviceMob provides the ideal shift pattern to meet the new projected demand, helping to reduce the number of FTEs required.
serviceMob also provides advisory services when needed to help businesses further transform their service operation. We are data and strategy lead, and work to help improve strategic capabilities, analyze data, and provide recommendations across the ecosystem of service/support.
We work behind the scenes with our client’s data team, software vendors, and other cross-functional teams to ensure all of the necessary metrics, attributes, and indicators are captured across the entire service technology ecosystem; giving you the power to make better- faster decisions about your service/support journeys.
serviceMobs expertise is unparalleled in the world of service and support. Our methodology is design to take you from data disparity to actionable clarity, helping business truly transform the way they use and action the data of service.
serviceMob is software agnostic - meaning we don't care which specific systems you use. We know that the wealth of data tend to be scattered across different systems. serviceMob gains a comprehensive view of operations by integrating with all the CRM software tools in order to unify all of the data and -most importantly - uncover the wealth of data for analytics.