Nuqleus 3D is set to revolutionise improvement initiatives by enabling the measurement of manual and transactional processes in contact centres and back-office processing centres across Citi’s UK consumer businesses.

“Historically, measuring processes that impact performance has been limited to those that are “easy” to measure rather than focusing on those that are “important” to measure,” says Spencer O’Leary, Business Development Director at XTAQ.

“Our customers have long been telling us many factors impact the performance of their operation. Performance improvement requires a delicate balance of many factors in each area – Operational Excellence, Quality, Resourcing, Customer Experience and Financial – changes in one area can significantly impact others.

“Before Nuqleus 3D, obtaining accurate, detailed and ongoing measurement of all the processes that impact these factors was difficult and costly. Data that could be measured was invariably historical rather than live data. So you couldn’t then drill down to find out more detail or change the measurement parameters to capture additional information. In a customer service environment, the flexibility to measure what is happening right now and to respond by changing what or how something is measured is paramount – seeing what was happening last month, last quarter or last year is just history.”

“Nuqleus 3D is in a class of its own,” he continues. “Nuqleus 3D is so flexible that it can be set to automatically capture specified data fields, live from an individual’s screen – it doesn’t matter what systems they are using. Analysis transforms the data into meaningful intelligence reports, available from a management dashboard with powerful drill-down capabilities.”

Not only has this been confirmed by the successful completion of a pilot at the UK Consumer divisions of Citi, but the speed with which the pilot was delivering valuable information was staggering – within just a few weeks the live pilot was providing trustworthy data.

The accuracy and integrity of the information being captured has already enabled Citi UK Consumer managers to review previously established assumptions and metrics. With benchmarks and standards having been redefined, the implementation will continue to measure the live business environment against them.