Process mining is the key to high customer experience and operations teams effectiveness but what tools work in 2022
Understanding how your CX team’s workflow is crucial to making improvements, stopping data leaks, and forecasting future capacity needs. This is where process mining comes in. Even before we worked in a remote-first world, it was impossible for operations managers to know every single step of their agent's workflow. An agent’s process often consists of repeat work, unseen work, technical difficulties, and process deviations but that was never part of the original business process. In the long term, this disconnect between the imagined business process and the actual process of agents will begin to affect customer satisfaction. Process mining looks to close the gap between the imagined and actual process for improved agent efficiency.
What is Process Mining Definition?
Process mining allows companies to build a business process built from fact, not feeling. This is because the data is taken from a computer, rather than the interpretations of agents and managers. Data logs miss nothing; meaning repeated work and unseen work, such as checking knowledge basis is recorded, as well as any tech issues or slow loading times. Process mining aims to visualize the actual business processes and is objective, complete, and fast.
Because process mining is automated, it does not rely on a person scanning files or sifting through data and collecting it in a graph. When companies have a question, such as ‘why are 20% of our tickets taking longer than six hours to close?’, process mining looks to answer that question by studying the workflow of those 20% of tickets and identifying the issues.
Process mining step-by-step:
- Process in operation: Once your process mining software is installed, agents work as normal to create an accurate picture of the normal process.
- Log data: This is done automatically by your computer and process mining software, in a data base or a log file.
- Process mining: Algorithms in the process mining application create an accurate model of that process out of all the raw data.
- Model of real process: Now you have a model of what actually happens within our agents process and make changes or create new KPI’s and SOPs based on this data.
Why is process mining crucial to improve CX?
Customer experience and operations teams have because one of the most important factors is the success of a company. High customer satisfaction is now crucial to building trust and increasing sales, no matter what business you are in. To keep up with your competitors, it’s important to be adapting and change to match the needs of your customers but to do so, companies need to understand where they started. Without current data, for example, average handling times, companies will never know if changes they made to the process improved it or not. Process mining can be used by any size of company, read our blog post on Why Mid-Level Enterprises Should Use Process Mining Software to know more.
Process mining also allows companies to understand where changes should be made. Instead of wasting time and money on new SaaS applications, process mining can alert companies what the issue was, for example, old hardware slowing down the process with longer loading times. In the long run, process mining will improve customer experience and save companies time and money on employing new unneeded software or implementing out-of-touch training.
Process Mining vs Task Mining
Task mining is a relatively new form of mining, but one that is gaining popularity. Task mining is similar to process mining as they both aim for improved process efficiency, however, task mining uses agent interaction data instead of business metrics and log files to analyze processes. So while process mining focuses on performance metrics and the order of process steps to understand how a process is handled, task mining focuses on the way businesses handle a specific process step by recordings and screenshots.
Task mining step-by-step:
- Record user activities: The task mining software is installed on every agent's computer and begins to collect data like clicks, scrolls, and other actions, including time stamps and screenshots.
- Recognize context with Optical Character Recognition (OCR): While recording, task mining tools use OCR technology to understand the context of the task, which enables the software to identify characters that give the information context.
- Group similar activities with Natural Language Processing (NLP): Using that information, the software groups similar activities together, enabling companies to understand the information quickly and more efficiently.
- Match user activity groups with business tasks: After grouping, user activities are matched with specific business tasks. For example, the record of open ticks has matched to the task of opening tickets. This step is needed to understand the performance metrics with the recording.
- Evaluate performance by using performance metrics: Finally, records are evaluated with business data like KPI measures. Companies can then begin to answer questions such as ‘why are some tasks are performed inefficiently?’ or enable them to Discover automation opportunities.
Process mining and task mining are closely related technologies that can be used together to expand their impact and gain a better understanding of how processes are actually performed.
Process Mining Tools for 2022
Fin’s Work Insights Platform enables you to make process improvements with powerful methods of viewing how work is performed across thousands of instances, making it a powerful process mining tool for 2022. Fin is a chrome extension, so roll out across your entire organization is quick and easy, and it enables end-to-end insights across all actions that take place within the browser.
Fin enables you to:
- Identify a process to improve by taking a snapshot of how each of your team’s processes ranks in terms of consistency.
- improve resource usage by identifying your team's most commonly used tools.
- Improve Process Flow by identifying the most common action paths your team follows to complete an interaction of the given case type. You can snapshot any ideal processes (such as the process of your top talent) to showcase as a training example.
If you want to know more about how Fin can help your customer experience and operations teams, contact us to schedule a free demo today.