Engaging your Employees To Drive Breakthrough Omnichannel Customer Experiences

Download Engaging your Employees To Drive Breakthrough Omnichannel Customer Experiences

Post on 09-Jan-2017

2.233 views

Category:

Technology

0 download

Embed Size (px)

TRANSCRIPT

  • 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

  • 3

    THE CUSTOMER RELATIONSHIP REVOLUTION

    CUSTOMER MOMENT ERA1900-2000

    CUSTOMER EXPERIENCE ERA2000-2015

    CUSTOMER RELATIONSHIP ERANOW

  • 4 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary4

    TODAYS CHALLENGES

    MULTIPLE CHANNEL CONTACT CENTER

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

  • 5 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary5

    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

  • 6

    INGREDIENTS FOR BETTER EMPLOYEE ENGAGEMENT

    Variety of Work

    Work/Life Balance

    Training & Coaching

    Recognize Performance

    Reduce Effort

    Career Development

  • 7

    THE BENEFITS OF BETTER EMPLOYEE ENGAGEMENT

    Productivity

    Quality

    Compliance

    Revenue

    Churn

  • 8

    Conservative Likely Optimistic

    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

  • 9

    Conservative Likely Optimistic

    Conservative Likely Optimistic

    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%

    ECONOMIC IMPACT OF EMPLOYEE ENGAGEMENT

  • 10

    Conservative Likely Optimistic

    Conservative Likely Optimistic

    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 %

    ECONOMIC IMPACT OF EMPLOYEE ENGAGEMENT

  • 11 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

    7 RECOMMENDATIONS FOR DRIVING EMPLOYEE ENGAGEMENT

  • 12 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary12

    #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

  • 13 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary13

    #2 - HAVE YOUR EMPLOYEES INFLUENCE THEIR SCHEDULE

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

  • 14 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary14

    #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

  • 15 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary15

    #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

  • 16 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary16

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

  • 17 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary17

    #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.

  • 18 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary18

    #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.

  • 19

    DECIDING ON YOUR WORKFORCE OPTIMIZATION BUYING STRATEGY

    What options do you have?

    Best of Breed vendorCRM vendorContact Center Infrastructure vendor

  • 20 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary20

    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

  • 21 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary21

    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 Statistics

    InteractionMeta DataRouting

    Common Services

  • 22 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

    CUSTOMER SUCCESS STARTS WITH GENESYS

  • 23

    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)

    SolutionMonitoring 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)

  • 24

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

    As mobile banking channels get busier, were 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.

  • 25

    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.

  • 26

    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

  • 272727

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

  • 28 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary28

    THANK YOUFor more information www.genesys.com

    Email: enterprise.programs@genesys.com

    Join the Conversation!

    Tweet us: @Genesys, @GenesysDACH, @GenesysFrance, @Genesys_IT, @Genesys_ME, @GenesysTurkey

    Genesys Blog: http://blog.genesys.com/

Recommended

View more >