unleash contact center operational excellence with continuous workforce optimization

Unleash Contact Center Operational Excellence with Continuous Workforce Optimization

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2

Topic Experts

Stefan Captijn Director, Product Marketing Genesys @stefancaptijn

Sean Murphy Director, Product Marketing Speech Analytics Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3

Agenda

• Introduction • Drivers for Increased TCO & Reduced Efficiency • 3 Steps towards Operational Excellence • Continuous Workforce Optimization • Identifying & Quantifying for ROI • Q+A


End-to-End Customer Journeys – The CX that Matters

Branch Contact Center Mobile App Website Back Office

Purchase Journey

Onboarding Journey Account Change Journey

Renewal and Repurchase Journey Problem Resolution Journey

Companies focused on the end-to-end journey perform better

Customer Satisfaction

20%

Revenue Growth

10 to 15%

Lower Cost to Serve 15 to 20%

Purchase Journey

Onboarding Journey Account Change Journey

Renewal and Repurchase Journey Problem Resolution Journey

Branch Contact Center Mobile App Website Back Office


CX Bottlenecks Across End-to-End Journey

Sales Support Back Office Billing

Bottlenecks • Many calls & emails • Transfers • Repeat of Info • Difficult Contract

Process • Contract stalled

in back office

• Many handoffs • Many emails,

calls and chat

• Handoff Calls and email to set appointment

• Changed appts • Wrong info at

handoff – context lost

• Billing issues • Usage

information unexpected

• Phone and email to correct challenging

Onboarding Journey

Journey

Loyalty Erosion

85%

85% 72% 61% 52%

100%

85% 85% 85%

First Bill Provision Welcome Sign Up


Turning Analytics in to Action


The same KPI’s but multiplied Complexity

First Contact Resolution

How to measure FCR across channels?

Why does an interaction end up in the contact

center anyway?

Is there a trend across products, customer

segments etc?

Average Handle Time

Problem with a specific part of the interaction ?

Perhaps IT System design / performance is an issue?

How long does it take for new hires to perform on

the desired level?




74% of Consumers use at least 3 channels

25% of consumers use 1 or 2 channels

52% of consumers use 3 or 4 channels

22% of consumers use 5 or more channels

3 channels 4 channels 5 or more channels 1 channel 2 channels

Source: Ovum


The Multi Channel Challenge

2008 2020

Touch Point and Channel Explosion

Cust

omer

Sat

isfac

tion/

Expe

rienc

e

Transformation Opportunity

2014


Are you ready for the High Velocity Customer?


Channel & Mobile Explosion

Single device provides access to all channels

Switching from one channel to the other has never been easier

‘Time to Complain’ on social channels decreased dramatically


Front & Back Office Integration

Front Office Back Office

CRM Cases

Customer Journey

Managed Unmanaged

Forecast ‘Deferred Work Items’ & Schedule Employees

Proactively route Work Items

Measure & Analyze Performance

Assess & Update Employee Skills

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=GQrLmgeOGgjOFM&tbnid=RqcciKPAS8uzJM:&ved=0CAgQjRwwAA&url=http://huntingtonoutdoor.com/?page_id=1869&ei=NjhFUrvzLaSGjAL1n4HIBg&psig=AFQjCNGIsRSiG5TOo-AarMsOfprbZ_UBUw&ust=1380354486791736

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=t_lcVkH1WtvxgM&tbnid=nlEsrQF1so0ABM:&ved=0CAgQjRwwAA&url=http://www.flickr.com/photos/joshjoseph/2316703779/&ei=wAFJUo6sG-m9yAHUl4DIDQ&psig=AFQjCNHKy_DZW1y9uh4IbtGz0SJL7qChTQ&ust=1380602688487483


“The explosion of Customer Service Touch Points has

greatly impacted Operational Efficiency”


Operational Islands

Call flows Intraday Digital

Channels Planning



Impact to the Operations Team


• Multiple systems to administer • Inconsistent planning across channels &

tasks

• Cannot effectively blend channels

• No single view of employee availability & adherence across channels

• Manual queue / skill changes

• Performance data in multiple (silo) systems

• Random sampling for QM is not reliable


3 Steps towards Operational Excellence


1

2

3

Integration of Interaction Routing and Workforce Planning

Single Platform for all Interactions & Work Items

Automation of the Quality Assurance Process


Single Platform

#1: Single Platform reduces manual effort

• All channels in one (UQ) • Single user & skill administration • Blending of Interactions • Business Rules drive routing

• One source for Statistics & Reports • SIP Integration eliminates PBX • Integrated recording capabilities • ‘Direct Audio Acquisition’ for Speech

Analytics

Benefits of Contact Center Suite


#2: Integration of Routing and Planning

Front Office

Back Office

“Changes to the schedule drive routing decisions and put the operations team firmly in control.”

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 17

Total Cost of Ownership

Source: Jim Davies - Gartner

•“The era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions (such as call recording and agent scheduling) is gradually coming to an end.”

•“The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems, and the incorporation of cross-functional workflow is driving adoption.”

Automating the Quality Assurance process with Speech Analytics Sean Murphy


The Contact Center Decision-Makers' Guide

•6th edition of Definitive Guide to Contact Center Operations by ContactBabel. •Taking a random sample of the industry, a detailed structured questionnaire was asked to 205 contact center Managers and Directors between January and February 2013.

2013 Contact Center Decision-Makers’ Guide


Source: The Contact Center Decision-Makers’ Guide 2013

Effectiveness of Recording Solution For:

Understanding Why Customers Call

11% 15%

34%

65%

30%

10% 18%

10% 7%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

100%

Interaction Analytics Not Used Interaction Analytics Used

Very ineffective Ineffective Neutral Effective Very effective


Effectiveness of Recording Solution For:

14% 29%

55%

62%

14%

5% 14% 5% 2%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

100%

Interaction Analytics Not Used Interaction Analytics Used

Very ineffective Ineffective Neutral Effective Very effective

Identifying Agent Training Needs

Source: The Contact Center Decision-Makers’ Guide 2013


Limited Visibility with Traditional Quality Mgmt


Random Sampling

Call Recordings

• Manual, labor intensive

• Only feasible to review 2% or less of randomly selected conversations

• Agents challenge findings as subjective


“Needle in a Haystack” Coaching


Call Recordings

• Supervisors and Coaches waste time listening to calls hunting for training material


Quality Management Driven by Speech Analytics

• Specific Agent Skills

• Build Rapport

• Contact Reason/Type

• Product Issue

• Billing Issue

• Etc…..

Topic Mapped Phrases

• How are you today? • What’s the weather like there? • I understand your frustration

Build Rapport

Product Issue • I have a problem with product “x” • “x” function isn’t working • How can I do “x” with the product?

Billing Issue • I have a question about my bill • Why am I being charged for…. • You’re overcharging me


Are you ready for the High Velocity Customer?


Automation & Visibility through Analytics

Automatically Evaluate 100% of Conversations

Precisely Measure Performance

Accelerate KPI Improvements

Repurpose freed up capacity in the Opps Team



Auto-Triggered Workflows

Conversations


Analytics-driven Workforce Optimization

Conversation Processing

Phrase Recognition

“Connect me to your Supervisor”

Workforce Optimization

Knowledge Assessments

Statistical Analysis

Customer Feedback


© 2013 Genesys Telecommunications Laboratories Inc All rights reserved

Operational Excellence through Integration

Work Distribution


Multi Channel Support

Centralized

Administration

Cross Application Workflows

Schedule based

Routing

Real Time Adherence


Continuous Workforce Optimization Front Office

Back Office


Work Distribution


Return on Investment for WFO

Eliminate Manual Tasks

Increased Occupancy

Customer Experience Differentiation

Building the Business Case

Reduced Integration Effort



Customer Profile

UK leading telecommunications Brand 32 Contact Centres and up to 10.000 Agents

33 Resource planners for Forecasting & Scheduling

Challenge Complex shift patterns and individual contracts to manage. Training and

investment scheduling done manually and take too much time.

Solution Automated scheduling of staff, coaching sessions and team meetings.

More time for managers to support front line staff

Results Reduced average handle time by 10%.

Automated training management down from 3 week effort to 25 minutes. Time to schedule e-learning session from 7+hours down to 1 hour a day.


British Telecom


Summary

Operational Excellence • Managing more Touch Points comes with a burden • Operations team struggles to ‘keep up’ • Separated systems are a roadblock for operational excellence

•Continuous Workforce Optimization

• Single solution to manage all Touch Points • Automation reduces number of manual tasks • Enables cross-application workflows and unique capabilities

Any Questions?

Email us: [email protected]

Tweet us: @Genesys

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unleash contact center operational excellence with continuous workforce optimization

Technology

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