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Mark Brannan Operations Director – Client Services Timberline Software

Explore the innovative strategies employed by Mark Brannan, Operations Director at Timberline Software, to enhance the performance of the Client Services Technical Support Center. With a dedicated team of 110 specialists handling 20,000 calls per month, operating from 6 AM to 5 PM, Timberline is redefining performance management through skills-based routing and effective KPI utilization. The new approach focuses on actionable data, reducing agent workload by 10%, improving schedule adherence by 2.1%, and significantly decreasing unavailable time by 47.3%.

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Mark Brannan Operations Director – Client Services Timberline Software

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  1. Mark Brannan Operations Director – Client Services Timberline Software

  2. Software Developer/Vertical Construction and Real Estate Accounting/Estimating Software Technical Support Center – Software Support About Timberline:

  3. The Support Center 110 Specialists, All Full Time – Exempt M-F 6 am – 5 pm 20,000 calls per month, AHT – 17 minutes Skills based routing w/prioritizing – 24 skills Staff average 4 hours incoming work per day

  4. The old way – Performance Reporting Management by reports Dashboard reports via Crystal Reports, Reports, and more Reports

  5. Performance Management Challenges Too much information Consistency of data analysis and actions across managers Not true Key Performance Indicators Data too reactive

  6. Timberline’s big WOW’s Performance reporting is not the same as performance management The true value of KPI

  7. Solving the Management Challenges Needed to move to true KPI’s Specialists have control Every measurement has a performance goal Managers have consistent measures Focus on a limited amount of data Constant proactive feed of information

  8. Some Baseline Measurements

  9. Expected Results Improved Agent Performance Reduced on-phone unavailable time – 47.3% reduction Improved schedule adherence – 2.1% improvement Reduced ACW time - 17% reduction Reduced management workload – 10% reduction

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