Genesys Webinar - 10 Strategies for Modernizing Your Workforce Optimization

Top 10 Strategies for Modernizing your Workforce Optimization

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

Today’s Presenters

Stefan Captijn Director, Product Marketing Genesys @stefancaptijn

Sean Murphy Director, Product Marketing Speech Analytics Genesys

Presenter

Presentation Notes

Moving on to the presentation, discussing today’s topic will be Stefan Captijn and Sean Murphy.

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

Agenda

• Workforce Optimization (WFO) Challenges • Top 10 Strategies for Modernizing WFO • Building the Business Case • Q & A


WFO specific Business Objectives

•Reduce over & understaffing •Increase influence on schedule •Guard Quality & Compliance •Improve QM process efficiency •Better use of training budget •Find ‘root cause’ to improve business processes •Reduce operational overhead


Turning Analytics in to Action


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


Operational Islands

Calls Mobile

Emails Chats


Presenter

Presentation Notes

As Lisa explained in her presentation, and the data from the Nemertes Benchmark survey validated, most organizations are using separate applications for non-voice channels----applications which are not integrated into their contact center platform. Having separate applications for each channel creates a situation in which each channel is its own island, which causes a number of issues. NOTE: Big gaps in email, social, and mobile. This means that these channels are being engaged through separate applications and are not integrated into the platform, which can affect the fluidity of tracking a customer journey. WFO EFFECT: Managing multiple applications vs. a single unified pane of glass can affect agents ability to handle channels, can slow things down. Agents may need to learn additional skills to use a separate application


Top 3 Workforce Optimization Problems

Lack of integration and automation for WFO functionality

1

2

3

Limited multi channel and back office capabilities

Workforce Schedule and Routing are managed in siloes



Integration = Automation

Analytics

Forecast

Scheduling

Trading

QM

Recording

Routing

Skills

Alerts


Top 10 WFO Modernization Strategies


1. Integrate your ACD and your Planning Tool 2. Capture the Entire Customer Journey 3. Unified Reporting = 1 Version of the Truth 4. Empower Agents With Information 5. Interaction Analytics-Driven Quality Management 6. Automatically Monitor Compliance During Every Conversation 7. Automate Skills Assessment 8. Use Real-World Examples for Training 9. Automate Training Management 10. Analytics-driven Workforce Optimization

Presenter

Presentation Notes

As the paradigm from traditional contact center associated with voice shifts at an accelerated pace to multiple channels being used will make voice a predominantly secondary channel with still high volumes, we expect something to close to the following will happen and our product strategy will evolve to support it: We need new ways to calculate the load against a workforce, not within funneled specific activities anymore but across interaction channels (journeys – agents able to handle multi-channel journeys), understanding the correlation between that and customer intent and using the that correlation to predict secondary channel choice and matched agent: true skill based routing blueprint The number of attributes will become increasingly relevant in making routing decisions and hence will be relevant for an integrated WFO/CCI solution: like scheduling against patience thresholds; The separated markets of CCI, web customer service (CCI/Web customer service: customer engagement hub) and WFO will merge and allow a true task based design of the next generation operational management in which VOC applications and persona based operational dashboards/analysis will be play a central and dominant role from which to drill into the real time operations The paradigm shift from voice as discussed also requires a new way to hire, train and empower agents. Being trained and having empathy skills will not be good enough for the still large voice volumes. Additional capabilities such as automated ad hoc knowledge generation will become increasingly relevant. As questions that reach agents are questions the existing KM solutions have been unable to handle, the custom, personalized and complex nature of voice interactions will require special, already scarce staff. This staff will generate knowledge in many conversations relevant for KM and other individuals. Direct integration between interaction tools and text and speech analytics will be able to capture this scarce knowledge Video will make its entrance into the wider domain of customer service. This brings additional requirements to agents and analytics: screen, video and audio recordings synchronized, enabling body language analytics. At the same time the additional sense of sight being added to the portfolio of agents. Biometrics are more important now entering the contact center domain. Fraud and authentication use cases are being rolled out and tested. Voice biometrics are more widely used today, yet its security aspects are still vulnerable to sophisticaled cybercriminal. We expect facial recognition to become even more widespread, not only because of the video component, but mainly because of the already ubiquitous camera on devices. Branches and stores are being added to the traditional WFO core: recording, scheduling but especially at the analytics level – analysis of all voice interaction in the branch or store. This is part of the ongoing move to go beyond surveys to understand every interaction across every touch point and their outcomes through speech and text analytics.


#1: Integrate your ACD and your Planning Tool

Front Office

Back Office

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

Presenter

Presentation Notes

In the Workforce Routing Scenario the router consults the schedule to understand what work should go where. For example if the average handle time for email is 8 minutes but the employees break is in 3 minutes he will not get the email. Same when a shift is about to end, the employee will not be allowed to make overtime. Another benefit is that the schedule decides what people work on. The times where supervisors run around and change skills all day everyday are gone.


Target Agents based on their Optimal state


Schedule based Routing ensures Adherence

Phone, Email, Chat, etc… Genesys Routing

2:58pm


Multi-Channel WFO Success Story

Customer Profile: Largest financial services group in Norway

1.6 Million Internet Banking Customers; Phone; Email; Chat

Challenge: Managing all channels in a way that delivers seamless customer service

Resolving as many customer queries as possible on the first contact Ensuring the right mix of agents with the required skills at the right time

Solution:

"You can have the most advanced and sophisticated routing strategies, but without an integrated WFM tool you will not be able to fully take

advantage of it."

Grethe Smith-Meyer, Head of Resource Management.

Results Improved First Contact Resolution by 6% with Industry-Leading CSAT

Presenter

Presentation Notes

First and second line Customer Service Answering time: 82 seconds 90 % of interactions are by telephony 21% of calls handled are call-back Sales hit rate at 8% OKS 82%

http://www.genesys.com/resources/success-stories-and-infographics/dnb.pdf


#2: Capture the Entire Customer Journey

On-Boarding Journey First Bill Provision Welcome Sign Up

Measure Quality From the Customer’s Perspective Improves Accuracy of Measurement of KPI’s Such as FCR

Website

Mobile App

Contact Center

Branch

Direct to Expert

Back Office

Transfer

Presenter

Presentation Notes

What many companies are victim to is the random journey led by the customer where a specific customer journey has so many interactions it is high in effort. Note that the journey includes the back office which often must carry the promise to deliver the account changes, deliver product, provision new services, etc within a given period of time (SLA). Leading companies are delivering the optimal journey and shaping customer through explicit CX journey design and the use of proactive alerts and confirmations (notifications) removing the need for the customer to reach out – ultimately lowering customer effort. High volume touchpoints and specific interactions at those touchpoints can be redesigned for lower effort and have a dramatic impact on customer loyalty through the newly shaped customer behavior All Touchpoints and Channels Managed Personalized and Adaptive Engagement Shift Reactive to Proactive Engagement Preferred Customer Segment Handling Closed Loop Analytics Workforce Aware – Right Resource Assignment Powerful Customer Journey Design Tools Enforce SLAs Balanced Channel CX w/carried context Single Vendor: All-in-One Platform Full Range of Inbound & Outbound Use Cases Open and Extensible Cloud or Premise Deployments


#3: Unified Reporting = 1 Version of the Truth

Multi-Channel Interaction Data

Workforce Performance Data

Enterprise data (CRM / ERP etc)

Single Reporting Presentation Layer


#4: Empower Agents With Information


#5: Analytics-Driven Quality Management (QM)

• 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


Analytics-Driven QM Best Practices

Step 1: Categorize all interactions according to the topics discussed



Step 2: Measure Key Performance Indicators (KPI) by topic



Agent with most repeat calls

Agent with low repeat call rate

Step 3: Measure KPI by topic for each Agent

Agent 1’s

Agent 2’s


Analytics-Driven QM Success Story

Process Description: Concentrix is a major Outsourcer with 37,000

Agents in 36 Countries Concentrix handles end-to-end Customer Care for

one of the largest North American Cell Phone Service Providers

Business Challenges Client focus to increase customer loyalty and

satisfaction while reducing cost to serve. Business pressure to: • Increase CSAT & Issue Resolution performance • Reduce Average Handle Time (AHT) Solution Deployed Speech Analytics Pilot followed by full deployment Key Results • Improved CSAT Top and Bottom Box • Reduced Average Handling Time (AHT)

Account info Industry Telecommunications Lines of Business Customer Care Speech Analytics Engagement Type Pilot and Full Deployment Benefits Realized (3 Months post deployment) Customer Satisfaction (CSAT) CSAT Improvement 3rd Month CSAT Improvement 6th Month Average Handle Time (AHT) AHT Reduction 4th Month AHT Reduction 6th Month AHT Reduction 9th Month

9.85% 11.35% 115 seconds (19.6%) 127 seconds (21.7%) 136 seconds (23.2%)

Presenter

Presentation Notes

Concentrix provides Business Process Outsourcing (BPO) to clients worldwide. There are over 45,000 employees in this division, currently have 50 delivery Centers and support ~40 different languages. Support some of the most successful companies in the world in areas like: Customer Care, Technical and Product Support, Banking, Collections, Sales, Healthcare, and Insurance. The BPO space is a very competitive market and Concentrix goes beyond the bounds of traditional BPO to create value and redefine what it means to be a global business today. Many BPO companies provide low cost bums in seats, whereas, the IBM approach has been to bring in process optimization, automation and “small T” transformation to our clients. They know business process areas are rich with opportunities for clients, not only to save money but to grow, grab market share and drive customer loyalty. In their contracts, they sign up for productivity, quality and revenue Service Level Agreements (SLAs) and commit to improvements with their clients. They have a proven approach and methodology called EPIC (Enterprise Process Innovation Continuum) that they follow to realize the improvements in their own business, as well as for the clients they support. Why Speech Analytics? To drive higher CSAT and First Call Resolution performance Reduce Average Handle Time Improve Agents’ knowledge and skill level Why Genesys Speech Analytics? Highest detection and accuracy rates in the independent study done by IBM/Concentrix Languages supported matched their global footprint Compelling case studies from diverse types of businesses More notes: Over 3 years ago IBM/Concentrix did a lot of research on Speech Analytics and actually completed an independent study of the various providers and technology – Genesys rose to the top of the pack and became their preferred partner. They made the decision to go with Genesys based on the superior results of the phrase-based speech analytics technology and the fact it had the highest detection and accuracy rates in the industry, along with impressive case studies. Based on their competitive industry they required a partner who would deliver reliable service and help them to provide superior performance to their clients. Genesys was robust enough to support the various types of businesses, languages and different types of SLAs in their portfolio.


#6: Automatically Monitor Compliance

HRRG Success Story Background • Collection agencies are required to introduce

every call to a right party contact with a mini-Miranda statement

• “This is an attempt to collect a debt. Any information obtained will be used for that purpose.”

• Speaking the mini-Miranda is a legal requirement • HRRG wanted to measure the extent to which

agents were delivering the mini-Miranda and improve performance of those who were not performing to standard


Performance Before Automatic Monitoring

• In FL and CA, 17% of agents likely in compliance, 83% out of compliance

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Agent Compliance: California

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After Two Months of Automatic Monitoring

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Agent Compliance: Florida

In FL and CA, vast majority of agents in compliance


Dramatic Gains

Compliance improved from 35% to 87% in Florida and 59% to 99% in California in two months

17%

27%

37%

47%

57%

67%

77%

87%

97%

Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11

Florida

California


#7: Automate Skills Assessment

• Assess employee knowledge & skills using web based assessments

• Keep track of learning progress and scores

• Correlate agent performance data with assessment results

Understand Employee Knowledge & Measure Training Effectiveness

Assess Knowledge Track Progress Correlate Results

Presenter

Presentation Notes

Connect data from disparate sources to improve skills and optimize performance and correlate efforts to outcomes - understand which development actions yield best results Identify agent skill levels & individual training needs using online assessment, QM & feedback data – option to use data from other performance management data (CRM, HR, ACD etc.) Identify skills & other factors affecting agent performance to improve training ROI through correlating performance measures with knowledge measures Automatically update agent skills data in Configuration Server to optimize routing & enable multi-skilling Helps improve performance by identifying the skill gap and delivering training only to those who need it and where it is proven to be effective Training is delivered only to those who need it and where it is proven to be effective Better use of training budget More effective training for employee Employees with accurately measured skills only take calls for which they are fully trained to handle Increase 1st contact resolution Drive down Average Handle Time Reduce transfers Improve Customer Loyalty & Satisfaction Major wireless customer saw 150+% increase in sales conversions in just 4 weeks there is a big business impact and a strong return on investment. If an employee is well equipped to handle the questions they get, it will have a direct impact on your economics, key metrics and customer satisfaction. You will be able to run a more cost effective operation, training budget is spend effectively and getting the skill-gap information has become a lot simpler.


Mortgage Sales

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Correlate Employee Skills & Performance



Performance DNA at Australian Mobile Carrier

•The longer staff are employed the higher the AHT •Quality scores did not effect sales performance •Top performers always perform – little variance

•The longer staff is employed the better Quality scores are

•The higher the assessment score the lower the sick leave

•Overtime leads to more sick leave

•More overtime also leads to higher sales conversion



#8: Use Real-World Examples for Training

• Identified by Interaction Analytics and/or your Quality Analysts

Example Conversations where Agent Performed Skill Poorly

• Create Best Practice Call Libraries • Ask Agents to suggest “candidate” calls for Best Practice Libraries; reward

Agents whose calls are selected

“Best Practice” Examples from Other Agents

• Evaluate & score Role-Plays using the same methods & criteria used for real interactions

Role-Plays


#9: Automate Training Management

Automatically scan schedules to find the best training dates/times Take into account: • Employee availability • Trainer led and/or eLearning • Classroom availability • Potential service level impact

Benefits: • Reduce training time & costs • Reduce time spent scheduling & managing training • Improve employee performance

Presenter

Presentation Notes

What Problems does Training Manager Solve? Replaces Excel schedules with a solution that provides online reporting and tracking. Store skills and training history in the same central skills database See a complete history of pre and post training skill level improvement, training and coaching attended, delivery methods and outcomes Build individually customized training plans to avoid training people in things they already know Business Value Propositions Reduce new starter & ongoing training time & costs Reduce annual attrition Reduce time spent scheduling & managing training Improve employee performance & customer satisfaction Reduce new employee ramp-up speed Users have seen: 50% reduction in training time 70% reduction in scheduling time/resources 25% improvement in service performance


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 Genesys WFM & Training Manager for 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.


WFM & Training In Action


Turning Analytics in to Action

Auto-Triggered Workflows

Interactions


#10: Analytics-driven Workforce Optimization

Interaction Analytics

Phrase Recognition

“This is the third time I’ve called”

Workforce Optimization

Knowledge Assessments

Statistical Analysis

Customer Feedback

Call Recordings

Presenter

Presentation Notes

Genesys combines patented ‘Speech to Phrase’ algorithm and Full Text Transcriptions to analyse all interactions:


Summary

• The shift from being a call center to being a multi-channel contact center creates challenges for QA and Training

• On the flip side, these challenges create modernization opportunities

• When addressed properly, such modernization projects can drastically improve the efficiency and effectiveness of Workforce Optimization

• The extent of the impact depends on your business situation

• Build a business case for each scenario that applies to your business

• Prove the concept with a small group before rolling-out to the whole organization


35 COPYRIGHT © 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.


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Date post:	05-Jul-2015
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Genesys Webinar - 10 Strategies for Modernizing Your Workforce Optimization

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