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SO YOU’VE IMPLEMENTEDNICE PERFORMANCEMANAGEMENT – NOWWHAT?Chris Bohle, Director of Application Deliveryof#NICEi20161

Initial Burning QuestionsWho are you?What are you going to talk about today?And what does that have to do with me?#NICEi20162logo

Who Are You? Chris Bohle – Director of Application Delivery @ CanidiumWhile attendingAppalachian StateUniversity, Chris identifies% of Ramen Noodle Mealsas a Key PerformanceIndicator (KPI).NICE is formed in Israel.Back in Virginia, Christhe toddler has anaccident (purelycoincidental).19861993Chris listens in as hisfather makes yet anotherdisgruntled call intoAOL’s customer servicedepartment. A lifelongpassion for qualitycustomer service is born.2002Chris starts working withMerced PerformanceSuite in January. InFebruary, first gray hairis spotted on Chris’ head.20072010Chris starts new job atAccenture, tasked withgrowing their ServiceTransformation practice,as well as saving the PostOffice.#NICEi2016Chris joins Canidium,tasked with building aNICE delivery capability.Purchases large quantityof Starbucks stock.2012NICE acquisition ofMerced is finalized,thanks in part to Chris’successful MPS projects(right?).320132016Canidium’s NICE Practicenow supports dozens ofWFO projects around theworld, and Chris has thegreatest team ever!

Canidium Background Founded in 2008 Focused on delivery of strategic & application services for Sales & ServicePerformance Management Houston – Fort Collins – San Jose (CR) Brand new website! (shameless plug) – www.canidium.com Come visit our booth! (if you haven’t already) Common Misperceptions We are not CanadianNot an element in the periodic tablePlease don’t call my colleagues “Can-idiots”#NICEi20164

What are you going to talk about today?Going live with a new NICE Performance Management (NPM) solution is only the beginningof the journey towards achieving a high performing customer service organization. JoinCanidium's NPM expert Chris Bohle as he walks through case studies exploring postimplementation success and talks about how you can keep your NPM solution dynamic andengaging.Really, today’s about 3 things 1. NPM’s evolution & place within the Workforce Optimization product suite2. What other customers are doing with this application3. What you should be doing with this application#NICEi20165

What does this have to do with me? Existing NPM Users A LOT of change in the product over the last 12 yearsThere’s probably A LOT of data & content in your applicationThere are probably A LOT of features (esp if you’re on 6.x) that you’re not usingYou’ve probably encountered challenges with administering the app (esp if you’re on 6.x) New / Potential NPM Users If you have other NICE products, you’re probably an integration candidateShortcomings in your reporting, coaching program and/or agent performance? Very enthusiastic about Customer Service enterprise software#NICEi20166

IntroductionThe NPM Product – An Unofficial HistoryWhat We Do With NPM (a lot!)Case Studies – New Stuff, Old Stuff, Ongoing StuffWhat The Future HoldsWhat It All Means For You7

How NICE PM came to be The beginning 2001 – 2005 Merced Systems launches in SF Bay Area Flagship product is Merced Performance Suite (MPS)MPS hits its’ stride 2005 – 2012 Lots of large companies start using MPS Product evolves from initial versions to 3.x and 4.xMPS à NPM 2012 – 2014 NICE acquires Merced in Jan 2012 Planning begins for version 6.x of productFull Integration 2014 - ? Liferay portal, gamification, user profiles Pluggable into most other products within WFO#NICEi20168logo

So What Does NICE PM Do These Days? (as of 2016 ) Data consolidation for centralized source of KPI’sAutomated hierarchy managementTemporal reporting capabilitiesGuided coaching with custom workflows and the Best Practice LibraryIncentivize performance with games & challengesEncourage collaboration and friendly competition across teams & sitesServe as backbone for broader WFO solution#NICEi20169logo

Product Themes Over The Years User Interface Look & Feel Menu bar / left-nav changesLiferay & content managementBest Practice dashboard design – scorecard à root cause analysis à call to action Performance Improvements (ETL & UI) Kimball cubes, report caching, infrastructure improvements Streamline Level of Effort to Implement Ongoing initiative, but 6.5 represents huge leap forward Maintenance & Administration Challenges with 6.x – more services & more features also means more moving partsTraining & education is critical#NICEi201610logo

IntroductionThe NPM Product – An Unofficial HistoryWhat Canidium Does With NPM (a lot!)Case Studies – The New, The Old & The OngoingWhat The Future HoldsWhat It All Means For You11

Canidium’s NPM Delivery Life CycleMarketing &ThoughtLeadershipWebinarsSocial MediaPresentationsConsulting& edServicesNewFeaturesHosting & SupportCoachingStrategy#NICEi201612logo

Where we support NPM projectsLots of globalgrowth –especially inCALA, APAC &EMEA#NICEi201613logo

Common Customer Challenges We’ve Observed Bundled solutions Sales, Product & Delivery not always in syncCross-product knowledge scarcity large, complex implementation teams Maintenance & administration – esp on 6.x Unawareness of new (and old) features Gamification, social tools, AWB, BPL, integration opportunities Upgrades Historically very difficult to jump from major release to major release Adoption not a KPI Needs to be monitored, tracked and improved upon (or at least maintained) Coaching effectiveness rarely measured Event charts & other ways to do this#NICEi201614logo

IntroductionThe NPM Product – An Unofficial HistoryWhat Canidium Does With NPM (a lot!)Case Studies – The New, The Old & The OngoingWhat The Future HoldsWhat It All Means For You15

The Three General Operating Modes Post-NPM-Deploy Following the launch of a new NICE PM solution, most customers will ultimatelyfind themselves in at least one of the following states at any given time We Need New Stuff!We Have Too Much Old Stuff!We Have Constant Ongoing Stuff! Business-drivenrequirements Antiquated org chart Agile release cycles Software upgrades Too many reports &dashboards Consistent delivery ofnew content & updatesvs. one-time projects New software features Data sources &downstream content Data overload boggingdown job performance Administration activities Hardware/software#NICEi201616logo

New Stuff Case Study #1 – Large Insurance Company Challenge – in 2015, this customer had an influx of business requirements coming in fromtheir stakeholders, but were unsure of how to prioritize and deliver them all quickly, especiallysince some were inter-related New Data Sources for FCR & Retention metrics Segmentation Initiative to re-map and re-organize their call splits Re-designed Automated Org Chart (AOC) Content clean-up (reports, metrics, dashboards, forms)#NICEi201617logo

New Stuff Case Study #2 – Hospitality & Tourism Company Challenge – the customer team needed to upgrade both their NPM & ICM applications atonce, have them co-exist on the same shared NICE platform, and also transition from physicalWindows machines to a virtualized Linux environment Eventually got both products running on a single NICE platform, the first customer with thissolution Addressed end-of-life support issues for both NICE and Windows#NICEi201618logo

Old Stuff Case Study #1 – Large Insurance Company Challenge – this company’s acquisition of an existing Merced customer in 2008 meantmanaging two distinct NPM applications for agents handling incoming claims Hardware savings from conversion to hosting Administration savings from having to maintain two sets of hierarchies, metrics, reports,etc. Streamlined data sourcing and data loading#NICEi201619logo

Old Stuff Case Study #2 – AOC Re-Design & Data Clean-Up Challenge – as customers’ implementation of NPM ages, their process for managing changes to theirorganization’s hierarchy inevitably becomes outdated, and old data can cause all sorts of issues Large Insurance Company Telecommunications Company Automotive Manufacturer Hierarchy structure changes Data sourcing changes New/modified scenarios & logic Maintainability#NICEi201620logo

Ongoing Stuff Case Study – Automotive Manufacturer Challenge(s) – the customer team was struggling to increase adoption and needed acomprehensive road map that addressed site expansion, integration of new features, and afew shortcomings that needed some attention New Coaching Opportunity form & workflow Integration between NPM & Call Recording (Engage) Addition of a new site and all that entails Coaching Effectiveness reporting & Best Practices Library growth AOC re-design Data Sourcing for new metrics#NICEi201621logo

IntroductionThe NPM Product – An Unofficial HistoryWhat Canidium Does With NPM (a lot!)Case Studies – The New, The Old & The OngoingWhat The Future Holds for NPMWhat It All Means for You22

Product Roadmap Themes Ease of Administration Initial implementation much easier starting with 6.5 – pre-built data load jobs, reports, etc. Tools being built to facilitate upgrades Re-focus on training & education Coaching Features TNG – The Next Generation coaching module Integration Opportunities More and more bundled solutions across WFO becoming available Continued Focus on Social & Collaboration More Gamification features “All in” on 6.x as remaining 3.x / 4.x customers work through the upgrade process#NICEi201623logo

Customer Service Performance Management Themes Better linkage between agent performance and customer experience How do agent performance improvements move the needle on our customer satisfaction? Managing multiple communication channels Data implications – more, more, moreKPI implications – how to measure and what to measureCX implications – how to organize and prioritize content effectively Mobile Facilitate real-time coaching & info capturePart of overall shift from call center to contact center People, Process, Technology alignment#NICEi201624logo

IntroductionThe NPM Product – An Unofficial HistoryWhat Canidium Does With NPM (a lot!)Case Studies – The New, The Old & The OngoingWhat The Future Holds for NPMWhat It All Means for You25

Where to Go With Your NICE PM Application Existing NPM Users Which mode of Post-NPM-Deploy are you in?Do you know your adoption metrics?How do you drive continuous improvement?How much time is spent per day/week/month managing the system and can that be handled moreefficiently? New / Potential NPM Users Talk to your stakeholders on both business and IT side about contact center reporting, coachingand agent performanceFeel free to reach out if you want more info or want to assess candidacy for NPM Very enthusiastic about Customer Service enterprise software How cool is all this?#NICEi201626logo

Share your thoughts with #NICEi2016and your feedback usingthe NICE app27