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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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 6
Turning Analytics in to Action
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 6
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?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7
Turning Analytics in to Action
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8
The Multi Channel Challenge
2008 2020
Touch Point and Channel Explosion
Cust
omer
Sat
isfac
tion/
Expe
rienc
e
Transformation Opportunity
2014
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 9
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 9
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11
“The explosion of Customer Service Touch Points has
greatly impacted Operational Efficiency”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12
Operational Islands
Call flows Intraday Digital
Channels Planning
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 13
Impact to the Operations Team
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• 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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14
3 Steps towards Operational Excellence
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14
1
2
3
Integration of Interaction Routing and Workforce Planning
Single Platform for all Interactions & Work Items
Automation of the Quality Assurance Process
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 15
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 16
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 19
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 20
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 21
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 22
Limited Visibility with Traditional Quality Mgmt
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 22
Random Sampling
Call Recordings
• Manual, labor intensive
• Only feasible to review 2% or less of randomly selected conversations
• Agents challenge findings as subjective
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 23
“Needle in a Haystack” Coaching
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 23
Call Recordings
• Supervisors and Coaches waste time listening to calls hunting for training material
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 24
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 25
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 25
Automation & Visibility through Analytics
Automatically Evaluate 100% of Conversations
Precisely Measure Performance
Accelerate KPI Improvements
Repurpose freed up capacity in the Opps Team
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 26
Turning Analytics in to Action
Auto-Triggered Workflows
Conversations
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 26
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. 27
© 2013 Genesys Telecommunications Laboratories Inc All rights reserved
Operational Excellence through Integration
Work Distribution
Workforce Optimization
Multi Channel Support
Centralized
Administration
Cross Application Workflows
Schedule based
Routing
Real Time Adherence
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 28
Continuous Workforce Optimization Front Office
Back Office
Workforce Optimization
Work Distribution
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 29
Return on Investment for WFO
Eliminate Manual Tasks
Increased Occupancy
Customer Experience Differentiation
Building the Business Case
Reduced Integration Effort
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 29
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 30
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.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 30
British Telecom
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 31
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
Want More? genesys.com/solutions/continuous-workforce-optimization
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