1 to 1 Customer Service - Take your Contact Center Routing out of the Queue

1-to-1 Customer Service Best Practice #3: Take Your Contact Center Routing Out of the Queue

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

Presenters

Stuart WaltersPrincipal Business Consultant

Genesys

Brendan DykesSr. Manager Solution Marketing

Genesys


In the beginning...

• PBX• ACD• Multiple

Teams Sites Skills Providers Countries


Controlled Chaos

Complex Organization

Complex Technology


Queues

• Parking• Prioritization• Skill Allocation• Messaging• Music

Genesys Routing Design - Flexible Simplicity

No

Identify Caller(implicitly or explicitly)

Skilled associate available?

Yes

Planning for the Unexpected Genesys Virtual Hold

“Rather than wait on hold, we can call you back when it’s your turn...”

ASSISTED SERVICE

No

Yes

Customer Value RoutingTo self-service or

skilled associate with screen-pop

Human

Automation

Yes

No

Business As UsualAutomated Self-Service

“Your account balance is...”“Your bill is due on...”

Context from Conversation

Manager

iCFD™ Interceptor“Are you calling about...?”

“We have an update for you...”

Business As UsualCaller Intent

”Tell me what you’re calling about...”“Please select from the following options...”

Best handled

by...

2


Queues and Skills

Routing Strategy based on Flexible SimplicityBusiness as Usual – Team-based routing to general skills

ENGLISH SALES TEAM

SPANISH SALES TEAM

ENGLISH GENERAL TEAM

SPANISH GENERAL TEAM

CAREER PATH

CAREER PATH

SKILLS:

• + English

• +Spanish

• + General

• + Sales

QUEUES:

• +English General

• + Spanish General

• +Spanish + English General

• + English Sales

• + Spanish Sales

• + Spanish + English Sales

• …

Routing Strategy based on Flexible SimplicityPlanning for the Unexpected – Borrowing & lending virtualized resources

ENGLISH SALES TEAM

SPANISH SALES TEAM

ENGLISH GENERAL TEAM

SPANISH GENERAL TEAM

ASSOCIATE SKILLS:

• +Eng +General

• +Sp (+Eng) +General

• +Eng +Sales (+General)

• +Sp (+Eng) +Sales (+General)LEND

LEND

LEND


Where’s the value?


Customer Journey: IVR Entry

Customer dials toll-free number for your bank.

Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources

All agents, including those currently engaged with other customers

Potential Agents Available for Routing


Customer Journey: IVR Authentication

The customer is identified by their mobile number (ANI), and authenticates in the IVR.

Customer Profile is used to identify:

Customer Language Preference = Spanish







Customer Segment Platinum Customer








Customer’s current products:

• Online bank account (with limited branch interaction)










• Platinum Visa Credit Card











• Auto Loan











• Auto Loan


Subset of agents with only required skills



Customer Journey: IVR Exit Code

Customer requests info on “Loan Rates” (LR)

Proficiency ratings determine not which agent has been waiting longest, but other criteria to reach the best agent for this customer: • Customer profile = originally from Puerto Rico. • Agent Olivia Hernandez:

Highest proficiency in closing new loans Originally from Puerto Rico.

• Olivia is currently on a call







• Olivia is currently on a call• Business parameters = hold the call for 10

seconds for her to become available• Then look for other agents with the next highest

proficiencies


Olivia Hernandez: Service = 7Sales = 8Relationship Builder = 10Online Account = 8Credit Card = 8Personal Loans = 9New Loan Closure = 9Spanish Language = 8Puerto Rican = 1 (Yes)






• Olivia is currently on a call• Business parameters = hold the call for 10

seconds for her to become available• Then look for other agents with the next highest

proficiencies


Smaller subset of available agents, using skills as routing “influencers” based on business rules to determine specific agent


Olivia Hernandez: Service = 7Sales = 8Relationship Builder = 10Online Account = 8Credit Card = 8Personal Loans = 9New Loan Closure = 9Spanish Language = 8Puerto Rican = 1 (Yes)


If a decision can be made this way manually today, it can be built as an automated business rule with greater flexibility than you have today

Uses include: • Borrowing & lending between groups• Prioritization of specific interactions • Route to last agent spoken to• Route dropped calls back to agent• Fraud and Risk Management• Route certain items to lowest cost agent• Customer value or customer cost based

routing• Additional value-based segmentations• More…

Business Rules


Today’s Customer – Any Channel, Any TimeYour business rules need to support multiple channels, across the enterprise


Multi-Channel Routing

• In a queue-based structure, each additional channel increases the number of queues exponentially

What if … each additional channel:

• Routed just like a phone call?

• Used the same routing engine & business rules?

• Was delivered as a “Next Best Task” by a single virtual queue?

• Blended into one master queue for all interaction channels?

• Used customer attributes for routing prioritization?


Business Prioritization

Customer Interaction Queue

“Snail Mail”ChatEmailService Outbound

Routing Engine

Sales vs. ServiceLifetime Value

Customer Profile / Demographics SLA Prioritization

Sales Online

Revenue / ProfitabilitySales Close Rates

Agents

Distribution SkillsCompetencies e.g. Sales and ServiceLanguages e.g. English and SpanishLegal & Regulatory e.g. Financial LicenseProficiency e.g. Close AbilityChannel Competency e.g. Voice, Chat & email

Routing with One Universal Queue




ChatEmail

Routing Engine



Distribution


Agent

SkillsSales= proficiency 10Spanish= proficiency 8Service = proficiency 5Financial License = 10Close Ability = proficiency 10Chat = proficiency 4Email = proficiency 3

Universal Queue – Email & Chat Example




Service

Agent

Routing Engine



Distribution

Sales Online


SkillsSales= proficiency 10Spanish= proficiency 8Service = proficiency 5Financial License = 10Close Ability = proficiency 10Voice = 8

Universal Queue – Inbound Phone Example

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.27 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Real-Time Routing Adjustments

Business rules & parameters for routing should eliminate most of the need for intra-day routing adjustments.

However, it does not eliminate the ability to adjust parameters when required.

Think of this as occasional fine-tuning as opposed to making massive skill assignment changes continuously.


•Today:• Agents are scheduled for classroom/instructor-led, computer-based, or self-guided

training. Each of these require time before and after to transition, and for group training, time to wait for all participants to arrive.

Tomorrow:

Use Cases: • Legal Compliance• License Management• New Product Launches• New Device or Application Support

• Agent wraps up existing contact

Call

• Agent receives a 15 min. training module as their “Next Best Task”

Next Best Task • Agent receives and takes assessment on new knowledge

Assessment

• Assessment results update routing with a new proficiency rating

Proficiency • Agent receives a new contact based on new skill & proficiency rating

Next Contact

Future of ‘Just-in-Time’ Training & Assessment

• Knowledge Nudges• Self-Service Knowledge• New Methods & Procedures• Etc…


Key Takeaways

• Routing is the foundation

• One Virtual Queue removes complexity

• People have skills not platforms

• Design to deliver to skill associates ‘anywhere’

• Maintain skills based on associate’s training


Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

[email protected]

Stuart WaltersBrendan Dykes

http://www.genesyslab.com/

mailto:[email protected]




Upcoming and On Demand Webinars

Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #4: Integrate Workforce Management with Contact Center RoutingJune 12, 2013

On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value

One-to-One Customer Service Best Practice #2:One-to-One Routing

http://w.on24.com/r.htm?e=624537&s=1&k=CCBD176170391997A9A20FC4297E3B47&partnerref=web

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http://w.on24.com/r.htm?e=607829&s=1&k=51ADD2890581A096C252BF42454447E2&partnerref=web

http://w.on24.com/r.htm?e=607829&s=1&k=51ADD2890581A096C252BF42454447E2&partnerref=web

http://w.on24.com/r.htm?e=610893&s=1&k=4E078FEDAD54F70476FBC6E7D6558905&partnerref=web

http://w.on24.com/r.htm?e=610893&s=1&k=4E078FEDAD54F70476FBC6E7D6558905&partnerref=web

Thank You for participating!For more information, please visit

www.genesys.com

Email us: [email protected]

http://www.genesyslab.com/

