Capture Time
Assess how your staff spend their time in work, track customer journey touch points, quantify your cost to serve and schedules & gain critical insights into your workforce productivity.
About us
We’re a team of industry professionals who have extensive knowledge across Back-Office Operations, Contact Centres, Resource Planning & Mi, Data Insight and Information Technology.
We were initially acquainted whilst working on a customer experience programme, in a regulated sector business, during the summer of 2018. After a thorough search of the market we were unable to find a simple cost-effective solution which offered ‘Operational Performance Timings & Insight Capture’, which could offer the Mi needed to improve business results. Hence, the forming of Optic-Mi.
Optic-Mi was born out of the desire to fulfil three ongoing industry needs;
- Offer an easy to deploy productivity platform which is self-configurable to suit individual business / departmental needs
- Provide a product that businesses can procure on a monthly subscription basis, avoiding the need for significant upfront investment, with the option to scale users number up or down each month to suit your business needs
- Offer critical business insight to support businesses improve their customer experience, and in-turn reduce operating costs, whilst offering key cost-to-serve metrics to support initiatives such as Automation.
Reporting every second of the day
The Optic-Mi solution includes a fully comprehensive reporting suite, offering managers and end users varied reporting options relevant to their role requirements.
System Administration
Each client has two SysAdmin accounts created on initial subscription who are then responsible for system configuration, along with the ongoing administration of users, operational metrics and process updates.
Schedule Adherance
Our 'Performance Widget' offers clients the option of monitoring schedule adherence and recording absence events, to fully understand business productivity across Teams or Departments. This is an optional feature yet invokes no additional cost.
Real-Time Performance
Managers have the option to launch a real-time dashboard showing the status of their staff. This dashboard shows the work item each employee is processing, or their 'interruption state', highlighting employees who may need support due to the unexpected length of time on a specific work item.
Customer Contact Insight
For those clients who take advantage of utilising our 'CX Widget', this offers contact trend analysis, illustrating the top 10 contact reasons across a predefined reporting period or on demand each day.
Automation
Our 'Performance Widget' is ideally suited to support businesses who have limited cost-to-serve data to quickly collect and understand their key metrics, subsequently formulating a robust business cases to assess the applicability of Automation on selected processes.
License Flexibility
Clients have the option to immediately scale up additional users via their SysAdmin account, only paying for the licenses procured each month. Clients can also reduce their licence count with 5-days’ notice via an email into our Helpdesk.
"Plans are nothing; planning is everything."
– Dwight D. Eisenhower