Breakout 1Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact

Center Employees

Workforce Engagement Management (WEM) solutions help drive employee engagement, but

while the market moves to engagement, cost and resource effectiveness cannot be ignored.

72% of contact center costs are labor, so saving time is still an important consideration and

is at the heart of a WEM solution.

Join us to hear about key areas of WEM functionality, including: Recruitment and

onboarding, Evaluation and improvement through knowledge transfer, AI, quality assurance

and speech and text analytics, Greater time management tools reducing administrative

overhead, Assistance and task management through process automation, knowledge

centers and intelligent assistants and Gamification of metrics and recognition.

Speakers

Cam Smith, Strategic Solutions Director

Steve Kosiba, Product Marketing Manager for WFO and Decisions

Workforce Engagement

Management

It's Time to Balance Optimization with Engaging

Contact Center Employees

Employee engagement can be defined as “the level of an employee’s psychological investment in their organization.”

People create valueAON Hewitt are stating 62% of all workers are disengaged

! Lack of feedback and direction from their manager

! Lack of socializing with peers on the team

! Lack of understanding or connection to the core mission and values of the company

! Feeling underappreciated and unrecognized for their work

! An incomplete on boarding

! Lack of proper communication between manager and employees

What are the top 3 business objectives you are trying to solve within the next 18 months?

5

Provide consistent customer service

Enable employee to self manage their work life balance

Increase first contact resolution

Improve employee effectiveness

Improve employee performance

51%

40%

31%21%

18%

Genesys market survey, 300 responses, January 2017

Rewards & Recognition?

Employee Value Proposition?

Senior Leadership?

Career Opportunities?

Enabling Infrastructure and Tools?

60%Engaged64%

Engaged

75%Engaged

65%Engaged

Performance

Development

Knowledge

Work Life Balance

Personalization

Training

Engagement starts before hiring

Current Employees Profiles and Skill DNA Personalized

Get started on solid groundManaging new employees

! Identify skills & capabilities that drive high-performance,

! Personalize employee engagement and development,

! Increase coaching and training ROI, and

! Help achieve better business outcomes.

Understand “Good Performance”Uncover hidden details in data across hard and soft skills

! Easy to use yet comprehensive reporting capability and compare employee Skills vs. business Performance.

! Insights into capability gaps at the individual, team, unit and enterprise level and track employee improvement over time

Flexibility with Schedule

Support for mobile scheduling is critical to enabling staff

flexibility.

01 02 03 04

Time Off Lateness

and

Payback

Unplanned

Leave

Visibility

The classic challengeEmployee flexibility while managing business need

Employees can self-manage their time off, controlled through business rules.

Allow employees to enter exceptions (offline activities) into their schedule without the need to supervision or effort on the planner's behalf.

Employees can self-manage their schedule preference requirements.

Supervisors and employees can insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.

Same organization, different people, aligned outcomes

! Control of his schedule! Personalized Training! Career Aspirations! Focused on bonuses

! Cost v Budgets! Customer Performance! Quick Decisions! Employee Engagement

Everyone has a role to play in organizational performance

Decisions

! One Click Creates the best forecast

! Simplified Modifications allowing

adjustments based on campaign

changes

! Outlier Detection and view what was

determined an outlier

! Quick adjust capabilities

! Apply forecast directly to Decisions

for planning

! See what model and parameters were

chosen and in depth analysis

Workforce Management

! Clearly defined workflow improvements for easier understanding and efficiency

! Improved management of scheduling rules allowing users to specify schedule locking for greater control

! Custom Conditional Formatting on tables for identification of problem areas

! Send interfaces and graphics directly to email or presentations

! Improved dashboards and reporting

Workforce Management

! 246 Individual feature enhancements

! Complete removal of JAVA from the interface

! Support for tablets included

! Designed with the help of external consultants

! Multiple customer field tests including user design sessions

! 24 dedicated engineers are focused on development

Workforce Management and Decisions

Forecasting Service delivers automation and intelligence to existing processes

! Best of the best model selection derived from presented data

! Leverage cutting edge cloud technology anywhere around

the global

! 40+ Algorithms and we are adding more!

! Omnichannel out of the box including back office task

support

! Leverages best practices in data science and in the wider

industry.

! Scalable modeling of queues and activities

! Aggregated super models for all levels of planning, from

weekly through to 15 minute.

! Multi-step planning for multi-interaction insights like

Journey Analytics

Routing v Predictive

21

TODAY PREDICTIVE

Skills/Group

Based match

Set Skills for

targeting

Routing on rules

based

‘first available”

Routing: Find the best resource based on predefined capabilities of the

employees. Decisions made with preset criteria, course grained ability to

apply dynamic credentials to matching

Predictive: Use Profile with Rules to understand the dynamic of the customer,

interaction and the employees available in the moment. Fine grain matching

decision based on real time abilities.

Direct to

employee

Metadata and

Capabilities

Profile

Matching

Business

Outcome

Employee Scoring and Feedback

Employee Review and CommentsEmployee receives notification; reviews and provides review comments back to agent

ReviewQuality Manager reviews interaction scoring according to experience and defined rubric

Feedback Review & AmendQuality Manager

reviews feedback and adjusts scoring if

needed

Complete & Request FeedbackQuality Manager

completes review and can optionally notify

agent for feedback

Session Completed

Session Assigned

Trending and Discovery

! Capture Information

! Transcribe Interactions

! Create Fragments

! Determine Clusters

! Emerging Trends

! Discovery and Exploration

Recruitment

Employee Engagement

Systems, processes and most importantly people working towards a common goal

Onboarding

Planning

Analysis

Assessment

Development

The Genesys Workforce Engagement Management Solution

Interaction

Recording

Recruitment and

OnboardingLong Term Planning

Traditional and

Automated Quality

Management

Employee Journey

and Performance

Management

Workforce

Management

Speech and Text

Analytics

Training and

Facilities

Management

Employee Feedback

Large or small, software created to engage your workforce

User ExperienceKey to happy customers and happy employees

! We are committed to consistent interfaces across all of our products

! We conduct customer interviews, and include hundreds of feature requests annually

! We are using outside design teams to develop and guide us in world leading best practices

! We are building them with tablets and mobiles in mind

Seeing the trees and the forestThree steps to success

EngagingUnderstanding

employee needsGrounded

Contains facts and soft feedback for a full view

PersonalizedCustomized to their needs

@genesysThank You

Cameron SmithSenior Global Director of

Product ManagementWorkforce Engagement

Management

+1 628 205 3232cameron.smith@genesys.com