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FIN ANALYTICS
Get comprehensive, real-time insights to maximize productivity Schedule a 15 minute call to learn how Fin can help improve the quality, speed and efficiency of your customer service team.FIN ANALYTICS
Fin is the modern solution for delivering time and motion studies with big data. Rather than hiring consultants or relying on manual shadowing, our platform makes it easy to identify and rank your biggest opportunities to improve team performance at scale.FIN ANALYTICS
Build an on-demand library of your team’s best work. Never worry about creating or updating training materials again. Build a catalogue of live interactions to minimize training overhead, decrease ‘nesting’ periods, and give agents in-context examples of what they should be doing. FAQ FIN ANALYTICSSEE MORE ON FIN.COM REPORT FIN ANALYTICS BUG FIN ANALYTICS Report Fin Analytics Bug. Please let us know if you had a problem with Fin Analytics. All feedback is appreciated. Documentation for Fin can be found here. If you are having an issue with the extension visit this FAQ. You can also get in touch with us at support@fin.com . DATA POLICY FIN ANALYTICS Data Policy. We encourage you to read this data policy to learn about the kinds of personal information The Fin Exploration Company (“Fin,” “us,” and “we”) collects FIN ANALYTICSFIN COMPANYFIN COMMFINANCIAL DATA ANALYTICSFIN EXPLORATION COMPANYFIN PERSONAL ASSISTANTDATA ANALYTICS FINANCE You need to enable JavaScript to run this app. Fin Analytics. You need to enable JavaScript to run this app.1 PEOPLE - FIN.COM
Fin Analytics Key strategies for sizing the operational improvement opportunity & driving impact Identify the top performing team-members by workflow (p80) and compare that to the FIN PRODUCT FEATURES Automatic data capture. A lightweight chrome plugin continuously logs a rich video and action stream of your team’s work including clicks, scrolls, browsing behavior, and more. We process your event stream into a structured dataset to transform agent activity into FIN ANALYTICS FIN ANALYTICSBUSINESS ANALYTICS IN FINANCEFIN PERSONAL ASSISTANTFIN COMPANYDATA ANALYTICS FINANCEFINANCIAL DATA ANALYTICSANALYTICS IN FINANCE Fin Analytics > THE FUTURE OF KNOWLEDGE WORK Combining the Best of Human and Machine Intelligence. We started the Fin Exploration Company in 2015 with the premise that the future of knowledge work was not ‘pure’ AI - the future is a matter of augmenting human knowledge work with next generation tools that allow people to do their best work, focusing on the most human ‘human’ tasksFIN ANALYTICS
Get comprehensive, real-time insights to maximize productivity Schedule a 15 minute call to learn how Fin can help improve the quality, speed and efficiency of your customer service team.FIN ANALYTICS
Fin is the modern solution for delivering time and motion studies with big data. Rather than hiring consultants or relying on manual shadowing, our platform makes it easy to identify and rank your biggest opportunities to improve team performance at scale.FIN ANALYTICS
Build an on-demand library of your team’s best work. Never worry about creating or updating training materials again. Build a catalogue of live interactions to minimize training overhead, decrease ‘nesting’ periods, and give agents in-context examples of what they should be doing. FAQ FIN ANALYTICSSEE MORE ON FIN.COM REPORT FIN ANALYTICS BUG FIN ANALYTICS Report Fin Analytics Bug. Please let us know if you had a problem with Fin Analytics. All feedback is appreciated. Documentation for Fin can be found here. If you are having an issue with the extension visit this FAQ. You can also get in touch with us at support@fin.com . DATA POLICY FIN ANALYTICS Data Policy. We encourage you to read this data policy to learn about the kinds of personal information The Fin Exploration Company (“Fin,” “us,” and “we”) collects FIN ANALYTICSFIN COMPANYFIN COMMFINANCIAL DATA ANALYTICSFIN EXPLORATION COMPANYFIN PERSONAL ASSISTANTDATA ANALYTICS FINANCE You need to enable JavaScript to run this app. Fin Analytics. You need to enable JavaScript to run this app.1 PEOPLE - FIN.COM
Fin Analytics Key strategies for sizing the operational improvement opportunity & driving impact Identify the top performing team-members by workflow (p80) and compare that to theFIN ANALYTICS
Get comprehensive, real-time insights to maximize productivity Schedule a 15 minute call to learn how Fin can help improve the quality, speed and efficiency of your customer service team.FIN ANALYTICS
Leverage video to debug faster and improve internal tools. Product and business leaders can spot issues earlier and accurately measure the impact of new product features. ABOUT US FIN ANALYTICS About Us About Fin Analytics. Fin Analytics is a comprehensive measurement platform for operations work. Founding Team and Investors. Fin was founded by Andrew Kortina (former co-founder of Venmo) and Sam Lessin (partner at Slow Ventures and former VP of Product atFacebook).
FIN BLOG // RECENT POSTS FIN ANALYTICS In 2018 Fin and Slow Ventures sponsored a conference on 'artificial artificial intelligence' -- strategies for the future of services that leverage the best of human and machine intelligence to provide superior services in consumer and business use-cases. Posted here is the content from the event. Talking Fin Analytics with HarryStebbings.
FIN ANALYTICS
Decrease variance of work across team members. Quickly spot outliers in performance to identify the root cause of team variance. Managers can tag and annotate important findings and next steps to review together in one-on-ones. SECURITY FIN ANALYTICS Security. At Fin, we recognize that our success is deeply tied to your trust in us and our ability to keep the information you share with us secure. This document is an overview of some of the approaches we take along with the customizable settings available to help you control your data. Feel free to follow up with our security team atFIN ANALYTICS
Watch Product Demo Video. Learn how Fin can help optimize customer service team performance, drive process improvement, and thoughtfully automate key workflows. Thank you! INTRODUCING FIN’S WFH PERFORMANCE OPTIMIZATION TOOLS FIN In response to COVID-19, Fin Analytics launched a suite of WFH optimization tools to help leaders understand and improve the performance of their remote teams. Organizations globally are scrambling to adapt to remote work but most still don’t have a sustainable system for understanding and improving remote performance.As leaders look to
GETTING STARTED WITH FIN API V4 Welcome to the Fin developer hub. You'll find comprehensive guides and documentation to help you start working with Fin as quickly as possible, as well as support if you get stuck. EVERYTHING I HAVE LEARNED ABOUT MAKING ENGINEERING Everything I Have Learned about Making Engineering Performance Reviews Efficient, Effective, and Fun. When I ran our first performance review cycle for about a dozen engineers a little over a year ago, I had never participated in an official performance review myself, either as a manager or a report. Learn how companies are using Fin to better manage remote teams. Learnmore.
Fin Analytics
Features Product WalkthroughSolutions ▾
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Engineering Blog Login☰Request a Demo
SCIENTIFICALLY OPTIMIZE THE QUALITY AND EFFICIENCY OF YOUR FRONT LINE Unlock the missing data your organization needs to connect the dots between process and outcomes and drive continuous improvement of people, process, and tools. Learn More About FinHOW FIN WORKS
Get powerful visibility into your operations to build a strategic growth center at the forefront of your company.*
Complete Data and Instrumentation Install a lightweight plugin to log the full clickstream of every agent’s work across all applications. Fin enriches your event stream with case records, video, and audio recordings to build a complete and real-time dataset of your operations.*
Immediate and Actionable Insights Fin identifies friction points in your operations and delivers clear recommendations for how to improve your KPIs. Easily untap your largest opportunities to save time and money with upwards of 20% immediate efficiency gains.*
Powerful Coaching and QA Tools Instantly catalog, access, and replay key moments of your team’s day for targeted process shadowing and QA. Fin pinpoints exactly which work sessions to review for maximum impact and operationalimprovement.
Fin is the modern solution for delivering time and motion studies with big data. Rather than hiring consultants or relying on manual shadowing, our platform makes it easy to identify and rank your biggest opportunities to improve team performance at scale. No other tool gets you the depth of data and analysis that Fin can provide. Sam Lessin, Co-Founder at Fin FIN VS TRADITIONAL SOLUTIONSPLATFORM FEATURES
FIN’S BIG-DATA APPROACH WORKFORCE MANAGEMENT SOFTWARE MANUAL SHADOWING AND QA Completeness of Data Full instrumentation Partial instrumentationRandom shadowing
Data Integration
Automatic
Semi-Automatic
Manual
Accuracy of InsightsExact
Accurate
Directional
Depth of Insights
Flexible Segmentation Limited Segmentation Limited SegmentationSpeed of Insights
Immediate and Continuous Immediate and ContinuousDelayed and One-Off
Ease of Deployment
Quick and Easy
Difficult and Time Intensive Difficult and Time Intensive Operational OverheadLow
Medium
High
Accuracy of Internal Benchmarking Based on Top Performers Based on Team Assumptions Based on Team Assumptions Access to External Benchmarkingcheck
Quantitative and Qualitative Insightcheck
check
Clear ROI Measurementcheck
IMPROVE BUSINESS PROCESSES Understand your team’s end-to-end processes and learn how time is spent in different tools and knowledge base articles. Measure the precise yield of active case-work and your operations cost to complete tickets by agent and work category. Learn More About Improving Process >> IMPROVE TEAM PERFORMANCE Learn where your team’s time is going, how productive they are, and what performance looks like by agent, tenure, remote site, or task-type. Auto-learn best practices from your top performers and focus QA time on uncovering the root cause of inefficiencies anddeviations.
Learn More About Improving Team Performance >> IMPROVE TOOLS AND TECHNOLOGY Know where to invest product resources and measure the cost of system inefficiencies. Uncover which steps of a process are the best candidates to automate and measure the true ROI of automation on organizational performance. Learn More About Improving Tools and Technology >> IMPROVE VENDOR MANAGEMENT Compare the performance of different sites, teams, or BPOs and accelerate feedback loops to ensure process compliance. Eliminate process or technology barriers outside of the agent’s control and predict attrition based on trends in employee engagement. Learn More About Improving Vendor Management >> IMPACTFUL INSIGHTS YOU CAN’T GET ELSEWHERE RIGHT OUT-OF-THE-BOX Get Fin’s proprietary performance diagnostic and benchmarking reports, tailored deep dives for tools, coaching, and process improvement, and access the data-streams for custom analytics.* True Utilization
* True Cost-Per-Ticket * Complete Process Mapping * Agent Skill Rankings * Software Usage Breakdown * Outlier Impact and Allocation * QA Session Prioritization * Agent Churn Modeling * Return on Operations Spend (ROOS)* ROI Demonstration
CUSTOMER TESTIMONIALS "Within the first week of installing Fin Analytics and watching my team in action, I made significant adjustments to more than 40 SOPs resulting in fewer errors and greater efficiency today."ED ESCOBAR
Head of Operations, Blanket.AI "Fin has given our team everything we need to effectively systemize to scale. It has been really key for us to understand whether people are working the same way, and working together."SCOTT MORAN
Founder, Go2
"After watching our remote team do a set of recurring tasks, we were able to understand the full workflow and build scripts to assist them. We're now processing 4x the work in one tenth the time."ED ESCOBAR
Head of Operations, Blanket.AI OPTIMIZE TEAM PROCESS Auto-learn and visualize distinct workflow steps to standardize process and decrease ticket failures.Read Case Study ›
STREAMLINE QA PROGRAMS Empower managers with a review queue that surfaces performance outliers and targets QA time.Read Case Study ›
IMPROVE INTERNAL TOOLS Learn how product teams use video to automate repetitive steps and enable agents to complete work 6x faster.Read Case Study ›
ENTERPRISE INTEGRATIONS, SECURITY, AND COMPLIANCE Fin seamlessly integrates with hundreds of tools or applications, including SSO and SAML providers like Okta and OneLogin. We have invested deeply in data security and privacy, are SOC2 compliant, and are set up to meet all of your organization's HIPAA, GDPR, PCI, and other compliance requirements.Request a Demo
GET A FREE DIAGNOSTIC FOR YOUR TEAM Bring the power of data science to your operations to continuously optimize the quality and efficiency of work. Talk to an Expert Today Stay up to date with FinThank you!
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