Fin’s New Experiments Product Enables CX teams to Confidently Deliver Business Process Changes that Maximize Business Impact
Fin enhances its Work Insights Platform by releasing Experiments: bringing the power of A/B testing to operations and customer service workflows, allowing teams to continuously improve their processes, backed by data
Fin, the leading Work Insights Platform, announced Fin Experiments, an enhancement to its platform that empowers operations teams to define and run tests when they’re considering changes to an operational process. With Experiments, operations and customer support leaders can answer questions like, “Do our new knowledge base articles reduce context switching?” or “How do our new templates impact handle time?” The data from these experiments empowers leaders to continuously improve their processes and increase the quality of service delivered to customers.
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“A company’s greatest asset is its people, yet knowledge work is one of the least measured aspects of a modern company, said Andrew Jordan, Head of Product at Fin. “With Fin Experiments, we borrow techniques like A/B testing from digital marketing and bring them to the world of operations. Leaders no longer need to guess about the impact of a process change– they can measure it before rolling it out. We’re excited to bring the benefits of continuous measurement to operations teams everywhere.”
Operations teams want to continuously improve their processes to increase the quality of the service they deliver to customers, but continuous improvement is impossible when you can’t measure the impact of your changes. For example, a call center may want to introduce a new SaaS app into their agents’ toolkit or test a new template for common customer inquiries, but it’s risky to roll out an untested change to all of your agents without knowing if it will result in an improvement over the status quo.
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With Experiments, operations teams define a hypothesis they want to test, select a group to include in the Experiment and specify a duration. Based on the parameters of the Experiment, Fin generates a customized dashboard comparing the impact of that Experiment as compared to the status quo. Operations leaders are able to test changes to the way different types of customer issues are resolved and understand if they increase, decrease or are neutral for key metrics like utilization, efficiency and handle time. Running Experiments not only reduces the risk associated with changes, but enables leaders to tweak the change before rolling it out to the entire team, delivering better ROI for change management.