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View the on demand webinar presentation to learn the top ten modernization opportunities for contact center workforce optimization to keep ahead of the curve and continue delivering excellent customer experiences. To access the replay, visit http://bit.ly/1rYOKyc
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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
© 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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5
Turning Analytics in to Action
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5
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. 6
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. 7
Operational Islands
Calls Mobile
Emails Chats
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 9
Integration = Automation
Analytics
Forecast
Scheduling
Trading
QM
Recording
Routing
Skills
Alerts
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10
Top 10 WFO Modernization Strategies
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11
#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.”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12
Target Agents based on their Optimal state
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 13
Schedule based Routing ensures Adherence
Phone, Email, Chat, etc… Genesys Routing
2:58pm
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 15
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 16
#3: Unified Reporting = 1 Version of the Truth
Multi-Channel Interaction Data
Workforce Performance Data
Enterprise data (CRM / ERP etc)
Single Reporting Presentation Layer
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 17
#4: Empower Agents With Information
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 18
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 19
Analytics-Driven QM Best Practices
Step 1: Categorize all interactions according to the topics discussed
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 20
Analytics-Driven QM Best Practices
Step 2: Measure Key Performance Indicators (KPI) by topic
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 21
Analytics-Driven QM Best Practices
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 22
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%)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 23
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 24
Performance Before Automatic Monitoring
• In FL and CA, 17% of agents likely in compliance, 83% out of compliance
0%
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80%
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Agent Compliance: California
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Agent Compliance: Florida
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 25
After Two Months of Automatic Monitoring
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Agent Compliance: California
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Agent Compliance: Florida
In FL and CA, vast majority of agents in compliance
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 26
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 27
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 28
Mortgage Sales
Retentions
FCR
NPS Pr
oduc
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wled
ge
Custo
mer I
nfo &
Fit
Prod
uct O
fferin
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Syste
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on
Correlate Employee Skills & Performance
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 28
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 29
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 29
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 30 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 30
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 31
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 32
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.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 32
WFM & Training In Action
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 33
Turning Analytics in to Action
Auto-Triggered Workflows
Interactions
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 33
#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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 34 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 34
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 35
35 COPYRIGHT © 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved. 35
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 35
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