From Cars to Calls - Expanding the Limits of Simulation
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The document outlines the agenda and information related to the 2015 MSUG conference, including introductions, a case study on Ford Motor Company's IT service desk, and discussions on managing contact centers. It covers metrics for performance management, reasons to simulate contact centers, and simulation results. Additionally, it lists upcoming Simul8 activities and a post-conference reception event.
From Cars to Calls - Expanding the Limits of Simulation
- 2. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Introductions Sander Vermeulen Head of Services, North America Sander.V@SIMUL8.com Tom Woods New Technology Planning Supervisor TWoods19@ford.com
- 3. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Agenda • Introduction to managing contact centers • Case study Ford Motor Company – IT service desk • SIMUL8 activities • Q&A
- 4. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Definition An integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.
- 5. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Contact Centers properties • Single channel vs multi-channel • Inbound vs outbound • Single agent pool vs skill based agent pools
- 6. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Managing Contact Center performance • Metrics – Service levels (SLA) – Agent occupancy – Average speed to answer (ASA) – Abandonment – Customer satisfaction (CSAT) / Net Promoter Score (NPS) – Resolution rate / Transfer rate – Average handling time (AHT)
- 7. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Why simulate Contact Centers? • Tickets/calls come in randomly • Tickets/calls are routed based on attributes • Average handling time depends on various factors (type, agent proficiency, queue length, channel, customer profile, etc.) • Agent availability varies per 15/30/60 min
- 8. IT Infrastructure Accelerating Information Technology Innovation IT Service Desk Discrete Event Simulation Case Study Tom Woods Oct 14, 2015
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- 14. 14 Distributions 10/22/2015 Entry Distributions: • Load Per Shifts • Per Shift Distribution • Per Form Per Shift Country Distribution Other Distributions: • Priorities • Resolve Rates • Escalation Paths • Touches
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- 16. 16 Results 10/22/2015 Simulation Results Form # First Contact Closure Increase ITSDFTEs Reduction SLA Success Rate Increase Line1ClosureRate Increase UserAdminandCustomerSupport 6.07% 1.05 0.78% 4.36% ApplicationUserAccess 3.57% 0.08 1.22% 2.99% Report anApplicationIncident 6.30% 1.17 1.09% -0.64% Total UserGeneratedImpact 2.73% 2.25 0.47% 1.64%
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- 18. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 SIMUL8 activities • INFORMS conference – Philadelphia, PA – November 1-4, 2015 • Winter Simulation Conference – Huntington Beach, CA – December 6-9, 2015
- 19. SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 SIMUL8 activities at MSUG • Drinks reception after the conference • Venue: Griffin Claw Brewing Company – 575 S Eton Street – Birmingham, MI, 48009 – 1 (248) 712-4050 • Sander Vermeulen: (720) 244-0734
- 20. Click to edit Master title style SIMUL8 Corporation | SIMUL8.com | info@SIMUL8.com 1 800 547 6024 | +44 141 552 6888 Click to edit Master title style THANK YOU FOR YOUR ATTENTION