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Getting SMART in Where to StartDAMIAN KELLYVP, SMART Center of Excellence
Beginning your journey …Consistent Defined DifferentiatedRandom
• CX same level with each channel• Maintain control of CX with core planning• Focus on KPIs, Quality and Costs• WFM is with tools for specific channels• Quality Management is subjective
• Actively planning CX and integrated cross channel experience
• Using Analytics to drive CX strategy• Measuring CX with NPS, CES, and Quality• WFM is fully integrated cross channels• Quality Management is automated
• Aligning Brand Values and Customer Needs
• Full Omni-Channel & managing customer journeys
• Leverage Analytics for Customer Engagement & Employee Engagement
• Journey based planning based on CX routing and agent competency based scheduling
• Quality management is fully integrated with planning and execution phase
• No consistency in CX• No consistency in channel Interactions• Organizations are in “Crisis” mode• Manual Planning/Scheduling
With you every step of the way
• SMART is unique and global expertise• Business outcome focused
• Accelerating time to value
• SMART is simplicity to empower you• Product and services best practices
• For Business and IT
• SMART is repeatable & predictable success• 40+ use cases
• Consistent – Defined - Differentiated
Let me introduce …
SMART is …
adding value to every customer interaction, whatever the channel
investing in employees to deliver better customer experience
improving business results while improving the customer experience
CUSTOMER ENGAGEMENT
EMPLOYEE ENGAGEMENT
BUSINESS OPTMIZATION
SMART is …
Connecting inbound interactions to the right resources
Skills … not queues
Skills-Based
Routing
Queued Call
Distribution
Target the right
resources
Added calls to
queues
Best available Next available
Direct the work to
the people
Assign the people to
the work
Flexible, extensible,
personalized
Limited, silos,
cumbersome
Vs
The queue-maker’s quandary
Sales
Service
Billing
The queue-maker’s quandary
Sales - English
Sales - Spanish
Service - English
Service - Spanish
Billing - English
Billing - Spanish
The queue-maker’s quandarySales – English - Consumer
Sales – English - Business
Sales – Spanish- Consumer
Sales – Spanish - Business
Service – English - Consumer
Service – English - Business
Service – Spanish- Consumer
Service – Spanish - Business
Billing – English - Consumer
Billing – English - Business
Billing – Spanish- Consumer
Billing – Spanish - Business
Location
The power of skills
ChannelExperience Level
Knowledge
Certification
Authorization
Training
Language
SMART is …
Moving Beyond Cold Calling in Outbound Communications
SMS reminders for replenishments
Many customers responded very positively with feedback such as “OK, thanks for reminding me,” “Thank you very much,” and “Thanks so much!”
Challenges Increase on-time replenishment rates by pre-paid
customers Avoid interruption in service Reduce potential to churn
Solution Send SMS alerts three days before replenishment due date Personalized the message with the customer’s bill date
Results 100% increase in on-time replenishment of pre-paid cards Improve customer satisfaction - > lower churn
Replace manual dialling with IVR
“Genesys has helped the City of Edmonton improve our collections revenue by over $600,000 per year.”
Shafiq IslamCollections Manager, City of Edmonton
Challenges City relies on agents to collect on overdue bills 50-75% of agents’ time is spent on manual call attempts Only 13% of calls reach a live party
Solution Replaced manual dialing with outbound IVR Verify right-parties, soft payment reminder, prompt to
connect Wrong and disconnected numbers excluded
Results 700% increase in contact rates versus manual dialing Significant increase in agent productivity 16% increase in payments collected
Automate simple outbound tasks
Challenge Need to increase activations of credit cards mailed to
consumers
Solution Create a multi-pass outbound IVR strategy for credit card
activations
Results 360% lift in new credit card activations 300% lift in reissued credit card activations
SMART is …
Effectively Identifying and Verifying Customers in IVR
Everything starts with identification
BASELINE IMPROVED OPTIMIZED
◉ Saving seconds on every call
◉ Giving customers the choice to self-serve
◉ The power to personalize on every interaction
Riding the self-service wave
VOLUME OF SERVICE INTERACTIONSHANDLED
2016 2017 2018 2019 2020
Voiceself-service
Visual IVRWeb self-service
ChatSMSMicroApps
Multi-modalMessaging as service
Text AnalyticsNatural Language
Intelligent AgentArtificial intelligence
Internet of ThingsSelf-healing systems
ONE ENGINE, MULTIPLE PRESENTATIONS & PERSONAS
SMART is …
Engaging employees in the improvement of customer experience
Welcome to Workforce Optimization
Interaction
Analytics
Interaction Recording
Workforce Management
Training Manager
Quality
Management
Genesys CX Platform
Reporting and Analytics
Performance DNA
For the record …
RECORD PROTECT ASSURE
COACH ANALYZE UNDERSTAND
Improve agent effectiveness and satisfaction
Gather customer experience insights
Improve sales effectiveness
Eliminate business risks
Understanding customer needs
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The gateway to understanding
SMART is …
Optimizing agent utilization with planning & scheduling
The power of a plan
Meeting Service Level
Commitments and Improving
KPIs Across Channels
BoostingPerformance
Reducing Costs with
Improved Operational
Efficiency & Control
Tackling Costs
Increasing Employee
Satisfaction and Reducing
Turnover
Improving Productivity
Bye, bye spreadsheets!
The SMART way to success
• CX Maturity Model• To guide you along the right path
• Business use cases• Steps to success
• Architecture Blueprints• Technical assurance you need
“A journey of a thousand miles,
begins with a single step”
千里之行, 始於足下
Laozi, 604-531 BCE
Make your next step a SMART one
• Download the Use Cases• Direct from your CX17 Mobile App
• Take the CX Maturity Challenge• Visit the booth in the Partner Pavilion
• Arrange a Discovery session• Talk to your Account Manager
Where to next
Today at 4.15pm Where
Getting Skills RightWhite River
Ballroom G-H
Is Your Workforce Ready to go OmniChannel? Grand Ballroom 10
Getting Huge Returns on a Smart CX Strategy?White River
Ballroom D
Tomorrow at 11.00am Where
Texting’s Not Just for Teenagers – The Power of Proactive SMS Room 101
Integrated Benefits – The Genesys Recording Ecosystem Grand Ballroom 10
