When looking at improving the performance of your operation, you may need to address many issues.
Undoubtedly one of the defining challenges will be measuring everything that each individual member of your staff is doing during their working time, why they are doing it and wherever they are doing it.
Nuqleus 3D is used to automate and simplify this issue, helping you to fully understand the performance of your operation through the continuous and detailed measurement of processes and productivity.
Nuqleus 3D features variable automation – the ability to capture data in real-time, with or without user involvement. It captures information from your staff as they perform their normal work and records it in structured process metrics (tasks) that describe what is being done and why. It measures the interactions they have with customers, colleagues and processes.
Nuqleus 3D captures information that is both quantitative – based on work effort and productivity – and qualitative – based on the cause and effective of productivity, the activity content and context.
Information provided by Nuqleus 3D can be used for many improvement initiatives, including – but not limited to:
Activity Based Costing
Nuqleus 3D helps provide the full picture for financial Activity Based Costing (ABC) by filling in the gaps that a traditional financial application cannot supply.
Do you understand the actual acquisition or servicing costs within your business per product, per channel, per customer type, or other ‘micro’ measures that affect overall profitability?
Nuqleus 3D quantifies staff related activity costs at any level of detail...
The performance of an organisation is measured and judged in many ways. Whether performance is determined by output related ‘Productivity’ measures, process and service related ‘Quality’ measures or a combination of both, many organisations overlook the strategic question of ‘what adds value’.
Undertaking activity in an efficient and effective manner is important, however when this activity fails to add any value to the organisation it should be questioned and where possible removed.
Organisations have many inherent processes that are managed well, performed well yet don’t add any value to the bottom line...
Historically Contact Centres have been focused on throughput. Technology, training and management methodology has focused on increasing the volume of calls that can be successfully managed at the lowest cost.
This strategy is changing, with contact centres now focusing on the value of customer contact.
Call migration, call reduction and contact value analysis initiatives are common-place, all focusing on reducing non-value customer contact and increasing income-generating calls.
Reducing calls is easy, but reducing the right calls is the challenge…
Nuqleus 3D gives you the means to accurately measure the resources you need to support future business volumes. Often future resource predictions are based on inaccurate historic activity timings, estimated available resource ratios and, at worst, management’s best guess.
Your future resource requirements – a disciplined, accurate and transparent approach or an uncomfortable best guess...
The performance of an organisation is measured and judged in many ways.
Whether performance is determined by output related ‘Productivity’ measures, process and service related ‘Quality’ measures or a combination of both, many organisations overlook the strategic question of ‘what adds value’.
Managing all customer contact in an efficient and effective manner is important. However when this contact fails to add any value to the organisation it should be questioned and where possible removed.
Contact Centres have many inherent processes that are managed well, performed well, yet don’t add any value to the bottom line…
The performance of an organisation is measured and judged in many ways.
Whether performance is determined by output related ‘Productivity’ measures, process and service related ‘Quality’ measures or a combination of both, many organisations overlook the strategic question of ‘what adds value’.
Managing all customer contact in an efficient and effective manner is important. However when this contact fails to add any value to the organisation it should be questioned and where possible removed.
Contact Centres have many inherent processes that are managed well, performed well, yet don’t add any value to the bottom line…
The majority of organisations have the ability - through their existing financial and operational systems - to understand income. Furthermore, modern financial management solutions have the ability to analyze this income from multiple perspectives - by product, by channel, by demographics and even by customer.
How about the understanding of cost to acquire and service this business? Is this something that is understood in similar detail to income? For most, the honest answer is “no”.
Do we understand our costs in as much detail as we understand our income...
How many times do callers contact you with the same question before being satisfied? A question often asked but rarely understood in detail.
Knowing the volume of incoming calls received that are repeats of previous calls is an important measure, both to understand the cost of service and also customer experience. Many existing telephony systems can provide a measure of this figure, but in order to instigate change a detailed understanding of ‘why’ callers ring back needs to be achieved.
Knowing the volume of repeat calls is important, but knowing ‘WHY’ these repeat calls occur is fundamental in reducing them...
Many organisations have adopted Performance Management as a strategy to achieve optimal performance from their workforce.
Although these businesses may have seen an improvement in overall operational performance, many have not maximised their potential due to inconsistent, inaccurate and unbalanced measurement techniques.
“Performance Management” without “Performance Measurement” under-delivers on improvement opportunities...
Increasing operational performance is a requirement of management today. Improvements are often achieved via minor throughput increases, or major technical enhancements. However, long term benefit can also be achieved through a focus on the effectiveness of current processes.
A focus on ‘efficiency’ provides an understanding of ‘doing more’, increasing work output per employed resource.
A focus on ‘effectiveness’ provides an understanding of ‘doing more of the right things’, increasing the value of work undertaken.
Organisations that are both efficient and effective focus on doing more of the right things...
Understanding the employed resources available is a fundamental aspect of management. Knowing the number of hours you have available each day, week and month is one of the first steps to take in driving optimal business performance.
Many businesses do not have the information needed to understand total contracted resource, hours lost due to absenteeism, time spent at work on non-processing activities – all key metrics necessary in order to understand the total available hours.
How many hours do you have to undertake the work that needs to be done…
A common initiative for contact centres is a migration from a focus on service to sales. Whether a dedicated sales environment or a service led environment with cross sales opportunities, generating new business revenue is paramount.
Existing technology can often provide significant information about the amount of sales achieved. From strategic solutions to locally created spreadsheet-based applications, most businesses collect some information about the sales they have achieved.
The key information required to increase sales is not ‘what sells’, it is sales failures that count, in other words ‘what doesn’t sell...
Whilst technology has enabled image based processes to control and manage their workflow, paper processing environments often are left to traditional methods of counting, logging, re-counting and a range of manual techniques to provide a similar discipline.
Manual methods often take significant employee effort and, due to their manual nature, the information is not readily available in a timely fashion.
Many managers know what service levels looked like last week, but what about today and NOW…
The flexible reporting functionality of Nuqleus 3D gives you an in-depth view of what is happening and why it is happening, which enables you to identify where improvements can be made and to measure their impact.
Nuqleus 3D is designed and configured at the operational level – by you or a member of your team – and requires no system or application integration and therefore no IT intervention. You decide what to measure and what to report so revised measures can be updated easily and quickly to be deployed for capture and analysis on a same day basis. The information you therefore receive is immediate, meaningful, accurate and actionable.
Nuqleus 3D can provide significant benefits for staff and managers in many types of operation. Existing XTAQ clients use it extensively to measure staff in their contact centres as well as in back-office, processing, branch and mobile environments.
"Client ROI experiences indicate a pay back following deployment of Nuqleus 3D within 9 to 12 months.
Nuqleus 3D Return on Investment (ROI) studies focus upon potential benefits realised by reducing non-productive time, establishing process and task timing standards, and ensuring key performance levels are realistic, relevant and managed to targets.
Making your people and processes just 5 percent more productive can have a significant impact with resultant cost savings based upon staffing capacity savings.
Client ROI experiences indicate a pay back following deployment of Nuqleus 3D within 9 to 12 months.
Nuqleus 3D complements and integrates with your traditional BI tools and reports, providing a depth and breadth to your understanding and a truly three-dimensional view of your operation.
Nuqleus 3D enables accurate and detailed measurement of processes and productivity, providing you with accurate and insightful Operational Intelligence which enables you to drive performance improvements in your operation.
Learn More about Nuqleus 3D
Nuqleus 3D features variable automation, enabling the capture and measurement, of individual activity and process data, in real-time, with or without user involvement.
Nuqleus 3D enables you to analyse and report what is happening, why it is happening and the impact it is having on your business, your customers and your people.
Nuqleus 3D provides accurate and insightful information enabling you to manage your operation today and see where performance improvements can be achieved tomorrow.
Activity Based Costing
"Client ROI experiences indicate a pay back following deployment of Nuqleus 3D within 9 to 12 months.
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