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Fin Blog // Recent Posts

Fin Analytics named in Gartner’s Hype Cycle for the Digital Workplace, 2020
Gartner named Fin Analytics as one of the Sample Vendors in their Hype Cycle for the Digital Workplace, 2020 ...
New and Improved Process Exploration Capabilities
Fin has launched a new and powerful process exploration dashboard to help guide Business Process leaders towards the exact inefficiencies slowing down a workflow and their largest opportunities to drive performance improvement....
6 Ways To Use Process Analytics To Increase Operations Efficiency and Margin
In this post, we’ll explore how process analytics can help leaders reduce their operating expenditures by hundreds of basis points through data-driven process improvements....
Introducing Fin’s WFH Performance Optimization Tools
In response to COVID-19, Fin Analytics launched a suite of WFH optimization tools to help leaders understand and improve the performance of their remote teams....
How to Make Average Handle Time a Better and More Actionable Metric
The industry standard of using AHT to measure the efficiency of contact centers and CX teams is helpful for top-line performance trends but lacks any actionable insights for how and what to improve....
The Five Key Strategies for Driving Operational Efficiency
An overview of driving operational efficiency via people, process, tools, outliers, and automation...
Using Data to Improve BPO Relationships and Better Manage Remote CX Teams
A live discussion with Mary Winfield (former VP of CX and Trust at Lyft and CCO for SMBs at Intuit) about the future of operations work and how leaders can use data to better manage their relationships with BPOs....
Key Data Strategies for Optimizing Remote CX Teams with Fin Analytics and Mode
Last week, our co-founders hosted a live conversation with Nan Yu, the Head of Product at Mode, on the key data strategies leaders are adopting to maintain the effectiveness and efficiency of remote customer service teams. We’re excited to share a replay of the discussion with you and a summary of key takeaways....
Using Fin Analytics to Monitor Team Member Bandwidth & Managing Connectivity for Remote Teams
The speed of your team member's internet connections can have a huge impact on performance. Fin Analytics gives you key insight in to what your team members are experiencing and how to improve it...
COVID-19: Current Business Impacts and Lessons Learned from CX and Operations Teams
Last Monday, Fin's co-founders hosted a live conversation about how Customer Service teams are responding to COVID-19 and the technology they're using to set their teams up for success amidst the global crisis. We're excited to share a replay of the discussion with you and a summary of key takeaways....
Managing The Rapid Move to Remote Work for Customer Service & Operations Teams Leveraging Fin for Tactical COVID Response
We’re committed to supporting our customers and community through COVID-19. Learn how your organization can immediately leverage Fin for tactical support through this transition....
Benchmarks and Approaches for Managing Team Engagement
While teams are at work for 8 hours a day, they are only able to focus a subset of their time on case work. What are benchmarks for team engagement on case work, and how should teams look to balance engagement?...
Discovering Best Practices From Your Team
Frequently specific front line team members know more about the best practices for running your workflows than even managers. How do you identify the ‘best’ team members at given workflows and help your team learn their process?...
Handling Ticket Outliers in Operational Settings
The top 5% of cases usually take a massively disproportionate amount of team time and engagement. What are best practices and benchmarks for handling the hardest cases?...
AAI 2019 Conference
In October 2019, Fin, along with The Information and Slow Ventures, hosted the second annual AAI (Artificial Artificial Intelligence) Conference to provide a lens on hybrid human+computer systems and explore the potential these systems have to drive efficiency within an organization. Over the course of an afternoon, we held a series of panel discussions with forward-thinking industry experts and entrepreneurs who are developing and using this technology today, and looked forward to the possibilities these technologies hold for the future. We're excited to share with you the recorded sessions!...
Identify and Prioritize Opportunities for Workflow Improvements
In this post, we’ll offer a formula for ranking workflow improvement opportunities, provide a framework for how to size those opportunities using data distributions, and discuss how to measure the impact of changes made....
How to Organize Operational Data for Maximal Insights
In this post, we will offer a framework for how to think about categorization and tagging of workflows for maximal insights....
How to Choose CX Metrics that Drive Real Business Outcomes
In this post, we’ll examine some of the pitfalls of commonly used CX metrics today, and provide a framework for choosing metrics to drive real business outcomes....
ROI Analysis and New Salesforce and Zendesk Integrations
We just released two big updates that can make any Fin Analytics installation far more powerful: new CRM integrations and ROI Analysis. Both of these new features give you new tools for prioritizing your process improvements, QA loops, and productivity optimization efforts, so you can have more confidence you are focusing your organization on the biggest opportunities....
Increase Team Productivity with Comprehensive Process Data
Most customer support teams use a ‘scorecard’ to track key efficiency (resolutions per hour, average handle time) and quality (CSAT, NPS) metrics for each member of the team. While these metrics are important to understanding outcomes of your support operations, none of these metrics tells you why an agent makes the decisions they do in service of a particular ticket. Fin Analytics bridges that gap....
10 Ways to Transform Your Customer Service Team Into a Valuable Driver of Growth
Great customer experiences don't just make people feel good, they translate into tangible business results. The earlier you catch inefficient processes, build consistent feedback loops, and quantify the impact of customer interactions, the more value your CX team will drive for the business....
Get the Rest of Your Org on the 'Front Lines' with Your CX Agents
We are huge proponents of shadowing of all kinds as a way to facilitate better communication between front line agents and every other part of an organization. The Fin Analytics video stream opens up new types of shadowing that can dramatically increase your team's efficiency and pace of improvement in tools and processes....
Agent Metrics Overload: Scorecards, Focus Sprints, and All-Stars
In this post, we'll discuss 3 techniques for managing 'agent metrics overload' -- scorecards, focus sprints, and 'all-stars.'...
Build a Content Library for Training with Shareable Clips
We just launched a new feature on Fin Analytics that allows you to create and share video clips recorded with our Chrome plugin. Video clips are a great way to share training tutorials, document how processes and tools work, or share tips and shortcuts for common workflows....
Search Your Team's Activity by Case Id, App Name, URL Pattern, and More
Our new search allows you to find any video or call log from your team by case id, app name, URL pattern, and any of the other data the Fin Plugin automatically labels based on your team's browsing activity....
Driving Success Metrics with an Operations Flywheel
The playbook we used to drive continuous improvement in the success metrics for the human operations team behind the Fin Assistant service consisted of a 'flywheel' process: (1) Identify Outliers, (2) Perform Root Cause Analysis, (3) Discover Correlated / Funnel Metrics, (4) Drive these Funnel Metrics with changes to process, coaching, training, tools, or automation....
v2 of the Fin Analytics API
We are releasing v2 of the API for Fin Analytics, which now includes support for bulk downloads of your entire team's activity timelines....
Creating Metrics for Diverse Workstreams
Categorizing, measuring, and optimizing knowledge work can be challenging when the workflows are diverse or not well defined. We tackled exactly that when building Fin Assistant....
CX and Ops Teams Need Full Funnel Metrics
While there is much hype around the opportunity for automation of queue based knowledge work (RPA, self help chat bots, automated triage and routing, etc), the reality is that there is an increasing need for high quality, more efficient ops and customer support staff....
Automation and Data Labeling with Workflows
Use workflows to index your agent workstream data and drive automation with webhooks, browser notifications, and triggered emails....
How Fin Analytics Makes Life Easier for Operations Managers
Fin Analytics gives managers the tools they need to scale their teams more effectively....
Why You Need to Invest in Analytics Before You Invest in RPA
Before You Work on RPA, Make Sure You Have The Proper Analytics to Know What to Automate and How To Measure The Impact....
AAI 2018 Conference
In 2018 Fin and Slow Ventures sponsored a conference on 'artificial artificial intelligence' -- strategies for the future of services that leverage the best of human and machine intelligence to provide superior services in consumer and business use-cases. Posted here is the content from the event....
Talking Fin Analytics with Harry Stebbings
Our co-founder Sam Lessin joined Harry Stebbings on his podcast to discuss Fin Analytics and the Future of Work....
Send Your Fin Analytics Data to Slack (or anywhere) with Webhooks
We recently added webhooks support to Fin Analytics, so you can send your events data to any other service in realtime....
Fin's Plan for 2019
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2018 Fin Annual Letter
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Contracts and Value objects in Ruby
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Autoscaling Jenkins on EC2
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Async Action Helpers in Redux
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From Heroku to AWS ECS
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AI and AAI
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On Bots, Conversation Apps, and Fin
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From Reflux to Redux
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Introducing Fin
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