Unleash Contact Center Operational Excellence with Continuous Workforce Optimization

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Information about Unleash Contact Center Operational Excellence with Continuous Workforce...
Technology

Published on February 6, 2014

Author: Genesys

Source: slideshare.net

Description

On-Demand Webinar

Running a modern, multi-channel contact center operation has never been an easy task. With the staggering pace of new channel adoption, frequent product or service launches and more stringent compliance rules, just keeping your operations in motion and ensuring your operations team does not waste valuable time on manual tasks becomes a struggle, which often prevents you from even attempting to optimize and automate business processes and key performance indicators.

Register now for this on-demand webinar to learn how to reach contact center operational excellence by managing expenditures while fostering good customer experiences with a comprehensive Workforce Optimization solution.

Reduce operational cost

Optimize your key performance indicators through automation and actionable analytics

Keep a pulse on the efficiency of your operations team with increased business visibility

Click this link to register:
http://go.genesys.com/NA_W_LW_BP-Unleash-CC-Ops-Excellence-CWFO_RegistrationPage.html?cid=701U0000000VOj1

Unleash Contact Center Operational Excellence with Continuous Workforce Optimization

Topic Experts Stefan Captijn Director, Product Marketing Genesys @stefancaptijn Sean Murphy Director, Product Marketing Speech Analytics Genesys 2 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Agenda • Introduction • Drivers for Increased TCO & Reduced Efficiency • 3 Steps towards Operational Excellence • Continuous Workforce Optimization • Identifying & Quantifying for ROI • Q+A 3 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

End-to-End Customer Journeys – The CX that Matters Companies focused on the end-to-end journey perform better Customer Satisfaction 20% Revenue Growth 10 to 15% Website Website Mobile App Mobile App Contact Contact Center Center Lower Cost to Serve 15 to 20% Back Office Back Office Branch Branch Purchase Journey Onboarding Journey Account Change Journey Problem Resolution Journey Renewal and Repurchase Journey 4 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

CX Bottlenecks Across End-to-End Journey Onboarding Journey Sales Sign Up Journey 100% Loyalty Erosion Bottlenecks Support Back Office Welcome 85% 85% • Many calls & emails • Transfers • Repeat of Info • Difficult Contract Process • Contract stalled in back office Provision 72% 85% 5 First Bill 61% 85% • Many handoffs • Many emails, calls and chat Billing • Handoff Calls and email to set appointment • Changed appts • Wrong info at handoff – context lost 52% 85% • Billing issues • Usage information unexpected • Phone and email to correct challenging © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Turning Analytics in multiplied Complexity to Action The same KPI’s but First Contact Resolution Average Handle Time How to measure FCR across channels? Problem with a specific part of the interaction ? Why does an interaction end up in the contact center anyway? Perhaps IT System design / performance is an issue? Is there a trend across products, customer segments etc? How long does it take for new hires to perform on the desired level? 6 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Turning Consumers useAction 3 channels 74% of Analytics in to at least consumers use 52% ofor 4 channels 3 25% of consumers use 1 or 2 channels 1 channel 2 channels consumers use 22% ofor more channels 5 3 channels 4 channels 5 or more channels Source: Ovum 7 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Customer Satisfaction/Experience The Multi Channel Challenge Touch Point and Channel Explosion Transformation Opportunity 2008 2014 8 2020 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Channel ready for the High Velocity Customer? Are you & 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 9 9 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Front & Back Office Integration Front Office Back Office CRM Cases Forecast ‘Deferred Work Items’ & Schedule Employees Proactively route Work Items Measure & Analyze Performance Assess & Update Employee Skills Customer Journey Managed Unmanaged 10 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

“The explosion of Customer Service Touch Points has greatly impacted Operational Efficiency” 11 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Operational Islands Call flows Digital Channels Intraday Planning 12 12 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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 13 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

3 Steps towards Operational Excellence 1 Single Platform for all Interactions & Work Items 2 Integration of Interaction Routing and Workforce Planning 3 Automation of the Quality Assurance Process 14 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

#1: Single Platform reduces manual effort Single Platform Benefits of Contact Center Suite • • • • All channels in one (UQ) Single user & skill administration Blending of Interactions Business Rules drive routing • • • • 15 One source for Statistics & Reports SIP Integration eliminates PBX Integrated recording capabilities ‘Direct Audio Acquisition’ for Speech Analytics © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

#2: Integration of Routing and Planning Front Office “Changes to the schedule drive routing decisions and put the operations team firmly in control.” 16 Back Office © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Total Cost of Ownership “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.” • Source: Jim Davies - Gartner 17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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 19 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Effectiveness of Recording Solution For: Understanding Why Customers Call 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 7% 10% 10% 18% Very ineffective 30% Ineffective 65% Neutral Effective 34% Very effective 11% 15% Interaction Analytics Not Used Interaction Analytics Used Source: The Contact Center Decision-Makers’ Guide 2013 20 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Effectiveness of Recording Solution For: Identifying Agent Training Needs 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2% 5% 5% 14% 14% Very ineffective 62% Ineffective 55% Neutral Effective 29% 14% Interaction Analytics Not Used Very effective Interaction Analytics Used Source: The Contact Center Decision-Makers’ Guide 2013 21 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Limited Visibility with Traditional Quality Mgmt • Manual, labor intensive Random Sampling • Only feasible to review 2% or less of randomly selected conversations Call Recordings 22 • Agents challenge findings as subjective © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

“Needle in a Haystack” Coaching Call Recordings 23 • Supervisors and Coaches waste time listening to calls hunting for training material © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Quality Management Driven by Speech Analytics Topic Mapped Phrases Build Rapport • How are you today? • What’s the weather like there? • I understand your frustration • Specific Agent Skills • Build Rapport • Contact Reason/Type Product Issue • I have a problem with product “x” • “x” function isn’t working • How can I do “x” with the product? Billing Issue • Product Issue • I have a question about my bill • Why am I being charged for…. • You’re overcharging me • Billing Issue • Etc….. 24 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Automation &for the High Velocity Customer? Are you ready Visibility through Analytics Automatically Evaluate 100% of Conversations Precisely Measure Performance Accelerate KPI Improvements Repurpose freed up capacity in the Opps Team 25 25 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Turning Analytics Workforce Optimization Analytics-driven in to Action Auto-Triggered Workflows Knowledge Assessments “Connect me to your Supervisor” Phrase Recognition Workforce Optimization Statistical Analysis Conversation Processing Customer Feedback Conversations 26 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Operational Excellence through Integration Multi Channel Support Centralized Administration Workforce Optimization Cross Application Workflows Work Distribution Schedule based Routing Real Time Adherence 27 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Continuous Workforce Optimization Front Office Work Distribution Workforce Optimization Back Office 28 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Building the Business Case Return on Investment for WFO Eliminate Manual Tasks Increased Occupancy Reduced Integration Effort Customer Experience Differentiation 29 29 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

British Telecom 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. 30 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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 31 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Any Questions? Email us: enterprise.programs@genesys.com Tweet us: @Genesys Want More? genesys.com/solutions/continuous-workforce-optimization genesys.com/about-genesys/webinars

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