engaging your employees to drive breakthrough omnichannel customer experiences

1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

ENGAGING YOUR EMPLOYEES TO DRIVE BREAKTHROUGH OMNICHANNEL CUSTOMER EXPERIENCES

2© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary2

AGENDA

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THE CUSTOMER RELATIONSHIP REVOLUTION

CUSTOMER MOMENT ERA1900-‐2000

CUSTOMER EXPERIENCE ERA2000-‐2015

CUSTOMER RELATIONSHIP ERANOW


TODAYS CHALLENGES

MULTIPLE CHANNEL CONTACT CENTER

Inconsistent customer experiencesMultiple applications for employeesInefficiency of the workforceMorale suffers due to monotone work and poor employee experience


NEXT GENERATION EXPERIENCES REQUIRE ENGAGED EMPLOYEES

“Contact Centers must morph in to Relationship Hubs.

Relationship Hubs will treat agents as assets and will only succeed with highly engaged employees.”

-‐ Temkin Group

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INGREDIENTS FOR BETTER EMPLOYEE ENGAGEMENT

Variety of Work

Work/Life Balance

Training & Coaching

Recognize Performance

Reduce Effort

Career Development

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THE BENEFITS OF BETTER EMPLOYEE ENGAGEMENT

Productivity

Quality

Compliance

Revenue

Churn

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Conservative Likely Optimistic


◉ Reduce Average Handle Time◉ Identify the root causes of high call duration,

enables those causes to be eliminated and continuously monitors conversations

◉ 7.8% ◉ 9.2% ◉ 10.5%

◉ Increase First Contact Resolution◉ Identify the root causes of low First Contact

Resolution, enables those causes to be eliminated and continuously monitors conversations

◉ 16.4% ◉ 20.3% ◉ 26.2%

ECONOMIC IMPACT OF EMPLOYEE ENGAGEMENT

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◉ Improved Revenue Generation◉ Identify critical agent skills that lead to

successful sales or collections, precisely targets training/coaching accordingly and continuously monitors conversations to ensure improvement

◉ 19.4% ◉ 22.8% ◉ 26.2%

◉ Call Volume Reduction◉ Identify calls that could be handled using self-‐

service methods and automatically uncovers emerging trends in reasons for customer contact

◉ 21.3% ◉ 25.0% ◉ 28.8%


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◉ Improved Agent Utilization◉ Enable improved multi-‐channel and work item

forecasting and scheduling, resulting in optimized staffing levels throughout the day and week

◉ 8.5 % ◉ 10 % ◉ 11.5 %

◉ Reduced Overtime Expenditures

◉ Increase accuracy for forecasting and scheduling allowing the company to reduce overtime penalty

◉ 42.5 % ◉ 50 % ◉ 57.5 %



7 RECOMMENDATIONS FOR DRIVING EMPLOYEE ENGAGEMENT


#1 -‐ ENSURE YOUR EMPLOYEES HAVE A SCHEDULE THAT ENCOMPASSES ALL ACTIVITIES

Multichannel SupportVoice, E-‐mail, ChatSocial MediaWork Items (Back Office)Tasks -‐ AppointmentsCall Backs

Deferred Work ForecastingEspecially for EmailCross Application Workflows

WFM APIThird party solution data


#2 -‐ HAVE YOUR EMPLOYEES INFLUENCE THEIR SCHEDULE

One WFM portal to:Set individual preferencesRequest time offBid for a shiftTrade a shift


#3 -‐ OFFER VARIETY IN THE EMPLOYEES’ WORKDAY

Workforce Routing

Routed tothe right agent

at the right time, on the right shift.

80% -‐ 20 sec

3 hours

1 hour

6 hours

2 min

Engine

Global Universal Queue


#4 -‐ COACH EMPLOYEES ON RELEVANT INTERACTIONS ONLY

Precisely Target Evaluations

Using Business Criteria, i.e.:

• Interaction Characteristics

• Specific contact reasons

• Type of customer (i.e. VIP)

• Interaction Events

• Transfers

• Excessive hold time

• Key Performance Indicators

• AHT above threshold

• Unresolved (no FCR) contacts

Targeted Evaluation Criteria


#5 -‐ PROVIDE A DESKTOP APPLICATION THAT HELPS UNIFY THE EMPLOYEES’ WORKFLOW


#6 -‐ TEST SKILLS FREQUENTLY

• Accurate skills assessment means accurate routing and optimal resource usage.

• Skills assessment and improvement through a simple web interface.

• Agent assessment results are immediately available for review by agents and managers.


#7 -‐ PROVIDE A CLEAR PATH TO ADVANCE CAREERS

• Employees will be more engaged and churn will be reduced when there is a clear career-‐perspective

• Learning and advancing through clear job-‐roles and a ‘Employee Competency Framework’ is a good ‘best practice’

• Through e-‐learning modules and assessments employees understand what they need to know and master to move forward.

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DECIDING ON YOUR WORKFORCE OPTIMIZATION BUYING STRATEGY

What options do you have?

Best of Breed vendorCRM vendorContact Center Infrastructure vendor


ANALYST PERSPECTIVEGARTNER REPORT

Disruption Ahead for the Customer Engagement Center Workforce Optimization Market

IMPACTS TOP RECOMMENDATIONS

The additionof viable WFO functionality to the portfolio of CCI vendors will simplify integration and vendor management and reduce TCO, for organizations seeking to enhance their customer engagement capabilities.

• Consider the WFO capabilities/roadmap options of your infrastructure vendor, and include them in any WFO RFP process.

• Look beyond the feature/function comparisons when selecting a WFO solution, and quantify the business value associated with tight WFO-‐CCI integration and unique workflow.

Download report


BENEFITS OF AN INTEGRATED WFO SOLUTION

Contact Center Infrastructure

Workforce Optimization Applications

WorkforceManagement

InteractionAnalytics

CustomerSurvey

InteractionRecording

PerformanceManagement

Trainingmanager

Skills Assessor

EmployeeCoaching

QualityManagement

InteractiveInsights

UserAdministration

UserSkills StatisticsInteraction

Meta DataRouting

Common Services


CUSTOMER SUCCESS STARTS WITH GENESYS

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CASE STUDY: INTERNET SERVICE PROVIDER

Speech Analytics Reduces Average Handle Time by Seven Percent

“Every extra second we spend on the phone costs us money, so Speech Analytics starts exponentially saving us money.”

Matthew TooheyChief Information Officer, iiNet

Challenges• QM team only manually sampling less than 1% of interactions• Able to understand the Who, What, Where and When of every conversation, but not the WHY

• High Average Handle Times (AHT)

Solution•Monitoring 100% of calls with Speech Analytics• Transitioned QM from random sampling to selective reviewing of what are automatically flagged as important interactions to evaluate• Automatically identifies issues and provides targeted agent training

Results• 4.4% reduction in AHT two weeks after training pilot group (business case objective was 3% reduction to deliver ROI)

• 7% AHT reduction across all customer support call centers (a savings of nearly $3 Million USD)

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CASE STUDY: SWEDEN’S LARGEST BANKWorkforce Optimization Solution Reduces Customer Wait Time By 75%, While Increasing First Call Resolution

“As mobile banking channels get busier, we’re moving from telephony-‐based responses to digital self-‐service and, with Genesys, we can accurately reconfigure our resources to match changing demand."

Martin KedbackHead of Business Developmentand Support

Challenges• Improve the customer experience while reducing costs• Optimize omnichannel forecasting and scheduling, and real time

monitoring, to maintain peak performance.• Improve agent availability and engagement• Adapt to changing consumer behaviors and channel preferences to maintain

a competitive edge in a fast-‐moving market.

SolutionOmnichannel capabilities with the Genesys Customer Experience Platform and Genesys Workforce Optimization with skills-‐based routing.

Results• Average response period cut by 5 minutes, representing a fall of over 75% in

contact center wait times.• Agent numbers stable against an overall rise in traffic volumes, meaning

enhanced productivity, and 98% accurate monthly workforce forecasts.• First call resolution rates improved, with 5% less calls transferred to staff

elsewhere in the contact center.

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CASE STUDY: BRITISH TELECOMWorkforce Optimization Solution Helps Automate Training and Reduce Average Handle Time by 10%

“Genesys worked very well with us as partners. Their strategy mirrored our strategy and our thought process, so it was a natural choice to go with Genesys. Together we continue to strive for the best in customer service.”

Paul AkisterDirector Of Contact CentresBritish Telecom

Challenges• Need to manage complex shift patterns and individual contracts.• Training and investment scheduling done manually and took too much time.

SolutionGenesys Workforce Optimization with Workforce Management, solutions help BT streamline workforce planning and training.

Results• 10% reduction in average handle time.• Automated training management down from 3 week effort to 25 minutes.

• Time to schedule e-‐learning session reduced from 7+ hours down to 1 hour per day.

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Engaging your employees is critical to deliver Next Generation Customer Experiences

The economics for better employee engagement are significant

The ‘7 recommendations’ shared today enable a good basis for your Employee Engagement roadmap

WFO solutions sourced from your CCI vendor is a viable option

SUMMARY

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GET ADDITIONAL RESOURCES

Gartner Report: Disruption Ahead for the Customer

Engagement Center WFO Market

GartnerMagic Quadrant for Contact Center Infrastructure

& WFO

White Paper: Empower Your Contact Center Agents to Deliver Great CX with an Omnichannel Desktop

For more information, visit www.genesys.com

http://www.genesys.com/about-genesys/resources/disruption-ahead-for-the-customer-engagement-center-workforce-optimization-market?utm_source=slideshare&utm_medium=social&utm_campaign=slideshare

http://www.genesys.com/about-genesys/resources/2015-gartner-reports-for-wfo-and-cci?utm_source=slideshare&utm_medium=social&utm_campaign=slideshare

http://www.genesys.com/about-genesys/resources/empower-your-contact-center-agents-to-deliver-great-customer-experience-with-an-omnichannel-desktop?utm_source=slideshare&utm_medium=social&utm_campaign=slideshare


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engaging your employees to drive breakthrough omnichannel customer experiences

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