February 15, 2022

Building a modern operational infrastructure for high-performance teams

Find and Fix Inefficient Process

While most operations leaders carefully track outcome data like NPS or time-to-close, they often lack the insight they need to understand the actual behaviors driving those outcomes. Without the proper data, it is impossible to know exactly where to focus time and effort to improve the performance of your team’s work.

How Fin Can Help

  • Develop operational performance baselines across your team
  • Watch aggregate trends to spot outliers and understand top and bottom performers 
  • Build funnel analysis to identify large drop-offs within workflows
  • Review video to spot opportunities for process change or automation

With Fin, you can start implementing data-informed process changes to maximize the speed and quality of customer support. From complex technical workflows to standard help tickets, our tools give you a unique view of the ground truth of your business. By simply logging your team’s event stream, you’ll start to draw new insights from their activity to uncover both team and agent-level inefficiencies to focus on. 

To debug an internal process, identify a metric that you’d like to improve and then slice and dice your team’s data to unpack the trends and outliers correlated to that outcome. Watch relevant video interactions to learn the nuanced behaviors driving performance and identify the root cause. 

For example, if one of your workflows has an abnormally high variance (or bimodal variance), this can be a sign that the process is unclear or incorrect. Perhaps a complex workflow needs to be split into two distinct ones or a specific part of the process is consistently slowing your agents down. QA teams and process managers can use the videos of tickets with high-outlier handle times to figure out how to update processes and improve efficiency.

Once you have this added layer of insight, you can start updating processes, resources, or tooling to effectively improve the speed and quality of your team’s work. 

Understand the Performance of Remote Teams

You can’t make the right decisions for how to improve process without knowing what is actually happening on the floor. The lack of visibility that comes with remote teams often means accepting a loss of quality control with your customer interactions. Traveling to a site and shadowing your team only provides a small piece of the full picture and often fails to uncover the day-to-day issues that hold agents back. 

How Fin Can Help

  • Understand activity and performance in real-time
  • Remove the barriers of shadowing and QA
  • Tighten feedback loops with tagging and annotations

Fin gives you a scalable mechanism for understanding the quality and efficiency of your remote staff. Our tools remove the need to be in the right place at the right time to understand process issues and individual opportunities. 

Video playback provides an added level of transparency to help ensure quality and consistency of customer interactions. By allowing you to see every piece of work completed, Fin covers what was previously missed by the limitations of in-person shadowing. Know whether processes are being followed and why deviations or breakdowns happen when they do. 

Monitor live dashboards to watch aggregate activity and get insight into both team and agent level performance trends. Trigger automatic notifications for custom events like updating a Slack channel when a remote agent files a bug report, triggering a chrome notification when a teammate has been idle for too long, or posting a webhook to zapier when someone starts their shift. 

Accelerate Team Onboarding

Traditional training processes such as written pamphlets or group learning sessions expect new hires to learn their work in a different context than how it’ll be done, which negatively impacts their time-to-value. Especially as companies start to scale, it becomes a larger priority for ops leaders to increase hiring efficiency to match any newfound growth in demand. 

How Fin Can Help

  • Build a rich video library for employee training
  • Track how many times new hires watch videos
  • Remove the need to update training materials

Encourage your team to share best practices, coach one another, and become stakeholders in the company’s success. Teams have seen 77% faster ramp-up speeds after replacing traditional training with rich video tutorials.

With Fin, you can easily build an on-demand video library of your best work to repurpose for training and onboarding. These rich video tutorials remove the added overhead of creating and updating training materials and are massively more effective for new hires as well. Video allows agents to learn their work in the same context that they’ll be doing it, accelerating their understanding of day-to-day tasks. 

Instead of relying on written materials and one-on-one manager training, video increases team exposure to general best practices and allows for more repetition as they ramp up. When a new hire gets stuck on a workflow or task, they can easily pull and review the relevant training materials to visually answer any questions that they had.

Improve Coaching and QA

A supervisor’s job is to review the work of their operators, offer corrections and coaching, and make process improvements where opportunities exist. However, teams can only correct what they can observe, and a lot of times, managers are limited by a lack of data and the time constraints of manual shadowing.

How Fin Can Help

  • Leverage video to provide personalized feedback (and watch work at up to 5x the speed)
  • Tag and annotate urgent issues for live coaching
  • Evaluate performance outliers to focus QA time

The top way team members discover the skills they need to improve in their roles is when their manager provides specific direction or guidance. Our dashboards provide insights and heuristics to guide QA time, freeing managers to focus on the sessions with the highest concentration of opportunities for process improvement (i.e. if a task took significantly longer than the team average for that same task). 

Replay any moment of a team member’s day (at up to 5x real work speed). Easily search for specific cases, resources, or key events to only watch and learn from the interactions that matter. Managers and agents can set aside videos to watch in one-on-ones and decide together the best way to improve. 

This show don’t tell approach opens the door to better communication and a greater willingness to engage in critical feedback. Agents can get the personalized guidance they need to do their job better and managers get the ability to hone in and coach their teams on the higher leverage opportunities. Close the agent skill gap and drive down attrition on your team.

Measure and Optimize Internal Tools 

Even if teams use an out-of-the-box CRM like Zendesk, they often pair that system with an internal tool to view and update customer information. Optimizing the usability and effectiveness of these tools can have a huge impact on team productivity. 

Data scientists and engineers spend a huge amount of time and effort developing new features to streamline processes and efficiency for their business partners. Without the proper data, it’s hard for them to know the impact of the tools they built and the areas of opportunity to improve.

On top of that, reproducing, troubleshooting, and eliminating software bugs is a frustrating and expensive part of software development. Engineers often receive inaccurate or unclear details about the issue and sometimes it’s hard to reproduce and fix the bug regardless. And, reproducing issues after they happen and writing detailed bug reports is extremely time-consuming for agents as well. 

How Fin Can Help

  • Know which agents are leveraging a new tool or feature and how they’re interacting with it
  • Send a video with every bug ticket for on-demand big reproduction and easy QA
  • Understand the long-term performance impact of new features and RPA efforts

With Fin, you can tighten feedback loops across your organization to surface issues faster than ever. Agents can quickly flag bugs without disrupting their current workflow or having to create a detailed bug report. Integrate your bug reporting system into Fin to automatically send alerts through systems like Slack, Asana, Airtable, and more. 

Engineers receive a video with every bug ticket to always have the right level of information to efficiently solve the issue. When agents encounter a glitch, you can replay the session to reproduce the exact chain of events that led to the bug -- seeing exactly what the agent saw as it initially happened. Having the ability to tag and annotate interactions gives agents a voice to participate in improving the tools and processes that impact their everyday work. And, you save valuable engineering resources so your team can focus their time on higher leverage projects. 

Engineers and data scientists can measure and analyze the adoption of new tools to deeply understand team behavior. Identify whether ease of use, level of training, or something else is hindering usage and adoption to prioritize the next steps for improvement. Pinpoint the specific features or workflows that people are struggling with and then watch the relevant interactions to understand pain points and product opportunities. After rollout, leverage our event stream to quantify the impact of your team’s work by evaluating any changes in behavior before and after launch. 

Identify Opportunities for Automation

RPA is the practical future of productivity and automation in the workplace. When implemented correctly, it can be a transformative way to streamline workflows and optimize employee bandwidth. 

However, companies often vastly underestimate the complexity of the processes they select, creating unexpected hiccups during implementation and ongoing system issues. You can’t start down the path of using RPA until you know what to automate, exactly how to automate it, and how to measure the impact and ROI of each product change.

How Fin Can Help 

  • Get a detailed breakdown of how time is being spent to prioritize areas for automation
  • Watch videos of how work is done to accurately build your RPA process
  • Build time-series analyses to measure the immediate and long term impact of your efforts

To accurately prioritize automation efforts, it’s critical to have a detailed understanding of where time is spent on your team. Unlike traditional time and motion studies, Fin captures every moment of your day to provide an accurate snapshot of aggregate activity and behavioral trends. Slice and dice your event data to form a comprehensive view of how time is spent across different resources, websites, workflows, and more. Evaluate the volume and associated cost of each workstream, prioritize the most expensive ones, and identify repetitive behaviors to automate.

Once you have a clear focus, pull relevant video clips to give your engineering team a first-hand sense of how work is done to decipher the best way to instrument RPA. Watch your team’s end-to-end video interaction as many times as needed to get a comprehensive view of the process, resources used, websites visited, and other relevant context along the way.

After roll-out, Fin can give you a clear sense of the payoff from automation - where it is working and where it is not. Rather than relying on abstract ‘outcome only’ metrics, get the process information you need to know where your RPA is speeding you up, and precisely by how much. Build a time series analysis to quantify the impact of your product team’s work by evaluating any changes in behavior before and after implementation. 

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