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Closing the Back Office Service Gap with Enterprise Workload Management
 

Closing the Back Office Service Gap with Enterprise Workload Management

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  • The key message of this slide is to explain that the entire customer experience is fronted by the front office but the quality/execution of the back office has a major impact on the overall experience. Focus on quality execution of back office processes will decrease repeat callers and ‘noise’ in the communication process. Poor or inefficient back office operations create capacity issues on the front office and create customer frustration at the same time.The front office is already highly optimized already, there is a lot of opportunity in the back office to optimize
  • “With Enterprise Workload Management, we’re getting the most important and high-value work done first…We don’t wait until the end of the month and realize we’ve missed critical work”Kevin Hurst, FirstEnergy Corp
  • Conversation Manager – Chad HendrenSocial Engagement  -  Jay GamezWorkload Management – Brad BaumunkMobility – Mike HulmeOutbound -  John HunterWFO -  Tom TrittenVirtual Customer Service –Jim WhattonSpeech Analytics – Sean MurphyVHT – Jeff MaherPerformance Management – Mike SpikeWEB RTC – DeepakeServices– Tony Simek 
  • Thank you for attending today’s webinar, I hope I was able to provide you with some usefull information and food for thought.Thank you,

Closing the Back Office Service Gap with Enterprise Workload ManagementClosing the Back Office Service Gap with Enterprise Workload Management Presentation Transcript

  • Thank You for Joining Today’s Webinar: Closing the Back Office Service Gap With Enterprise Workload Management Quick logistics check:  Please make sure your laptop / PC speakers are un-muted.  You may enlarge the slides by dragging the bottom right corner of the slide window.  You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side.
  • Closing the Back Office Service Gap With Enterprise Workload Management
  • Presenters Karl Whitelock Director Global OSS BSS Strategy Stratecast | Frost & Sullivan Keith Pearce VP Corporate Marketing Genesys 3 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Agenda • Market Drivers and Business Trends – What is Really Going On? • What’s the Problem and How do You Close the Gap? • How Does Workload Management Improve Business Results? • Q&A 4 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Business Challenge: Real-Time Services are Just Expected Increased consumer use of smartphones and tablets is pushing service expectations to near real-time. Businesses are responding but not always at a customer-satisfying pace. The “gap” between expectations and delivery reality is widening. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 5
  • Fortune Most Admired Companies in the World – 2013 Some of the top 35 Fortune Magazine 2013 World’s Most Admired Companies are: Apple Google Amazon.com Coca-Cola Starbucks IBM FedEx Walt Disney McDonalds BMW Nordstrom Microsoft Nike Caterpillar One customer’s summary: “This company does things the way they Target Costco Wholesale should be done and every time I deviate (even just a little) I am reminded of how much of a difference there is between them and everything else...” Toyota Singapore Airlines Page 6 © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast.
  • Why Is This Sample of Companies So Appealing to Their Customers? Provide a High Quality Experience Deliver Consistency Meet Needs on the Customer’s Timeframe Keep Customers Informed Continuously Innovate Award Customer Loyalty As a customer I will provide my loyalty to a company that can produce high quality services and products, provide consistency, deliver on what they say, keep me informed, offer competitive pricing, and use motivated employees to continuously keep my attention. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 7
  • What Customers Expect from Businesses Today What Customers Want: Pay Attention to Me NOW I Only Want to Explain it Once Don’t Hand Me Off to Someone Else Understand My Frustrations Deliver Consistency Keep Me Informed 85% of people who have a bad experience tell their friends via word of mouth and through social media. Only 20% talk about a good experience. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 8
  • Agenda • Market Drivers and Business Trends – What is Really Going On? • What’s the Problem and How do You Close the Gap? • How Does Workload Management Improve Business Results? • Q&A 9 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Addressing the Needs of Customer Service Total Customer Satisfaction Depends on Service Support: What Makes the Difference? Pay close Attention to Customer Input from all Sources = Revenue Analyze Customer Data in as near real-time as possible Work Tasks performed by One Person can Generate Positive Customer Outcomes while the same done by Another can lead to Very Different Results Central to a positive customer experience is a work team that can meet customer needs balanced with business priorities and personal commitments. Positive business performance rests on this key principal. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 10
  • How Business Operates – Processes, People and Systems Processes Finish Start People Systems Regardless of the level of automation involved, people and systems working through defined processes is how business is done. A critical step is often direct human interaction with the customer for a variety of purposes. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 11
  • Employee Work Tasks Come from Multiple Sources Customer Input Comes From Many Sources • And for Different Reasons: • Requests for Information • Complaints • Need for Help • Exceptions Internal Work is Requested in Assorted Ways • For Various Business Needs: • Special Projects • Reports • Trend Analysis The challenge is working to find the right balance between needed resources, the work tasks to be accomplished, and the availably of everyone to get things done. On top of this is a balance of the workload assigned to one employee verses another. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 12
  • Why Companies Struggle to Satisfy Customer Demands From an Employee’s Perspective Customer requests come from multiple sources Business priorities, or customer priority is often missing Work scheduling between employees is difficult creating frustration Time is wasted to manually keep work tasks organized A great customer experience carries through from energized and incentivized employees. Easing employee frustration is a big challenge without the right automation tools to assign and allocate work according to employee dynamics. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 13
  • The Missing Ingredient – Improving the Employee Experience CRM and workflow systems are not aware of employee skill level and availability Adding work requests manually is frustrating Work task assignments need to be dynamic based on: • • • • • • Business Priority Skill Match Availability Already Assigned Work Load Level of Experience Customer Deadline The customer experience is inextricably linked with the employee experience. Prioritization of internal work tasks is the secret sauce in keeping customers satisfied © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 14
  • Workload Management and Keeping the Customer Experience Positive Key attributes of an effective workload management solution are: • Capture and correlate work from multiple channels • Dynamically push work tasks • Track external data sources • Deliver consistent reporting • Support the needs of multiple industries Workload management is not always top of mind when it comes to automation of business processes and integration of systems. However, a positive employee experience, through dynamic work task allocation, keeps customers happy. © 2013 Stratecast | Frost & Sullivan, all rights reserved. Proprietary and Confidential to Stratecast. Page 15
  • Poll Question • • • • • • Do You Believe Workload Management Can Make a Difference? 1) Yes, We Are Currently Implementing a Solution 2) Most Likely, Strategic Planning Is Now Underway 3) Not Sure, Still Trying to Understand the Complete Picture 4) Not Likely, Other Systems Are Now Doing the Job 5) Definitely Not, Workload Management Is Not an Issue In Our Organization 16 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Talking To Your Customer Is Cool Again... 17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • …But Are You Ready? Service Experience AUS CAN UK US Not proactive in addressing customer issues 24% 13% 19% 14% Not willing to accept feedback and resolve issues 19% 10% 16% 17% No clear process for providing feedback 23% 16% 21% 18% Policies that make resolving issues difficult 28% 20% 25% 28% Policies that limit employees ability to resolve problem 30% 28% 31% 33% No clear accountabilities and means to contact the bank 23% 16% 22% 17% Lack of first-call problem resolution 37% 20% 34% 28% Takes too long to resolve an issue 34% 25% 32% 26% Inconvenient hours of operation 28% 19% 23% 20% Difficulty in reaching the right person 35% 24% 37% 28% Ranking of cause for bad experience: #1 Source: #2 #3 #4 Financial Services Customer Experience Survey, Corporate Executive Board Operations Council, TowerGroup analysis 18 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Customer Experience: Mind The Gap! Front office Back office 19 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Wasted-Unproductive Time Employees processing work in the back office… lose about 17 minutes of every hour of their time… Everyday 20 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Poll question Where Is Your Organization’s Most Unproductive CX Time? • • • • • 1) Gaining visibility into CX interactions 2) Understanding how to predict customer behaviour 3) Processing work from front to back office 4) Aligning internal departments around the CX 21 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Four Workload Imperatives 1. Do you have the same insights across the enterprise as you do in the contact center? 2. Do you have insight in enterprise workload and volume patterns? 3. How efficient are your teams? ? 4. Do your schedules reflect the entire service chain? Skills? Availability? 22 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Enterprise Workload Management 1 2 Ensure Deadlines Are Met Match workload to resources Switch from ‘passive’ to ‘active’ work distribution Implement forecasting and scheduling capabilities across the Enterprise 23 3 Leverage/Develop Employee Skills Design your Employee Competency Framework for the Enterprise Workforce © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • How it is today.. The People Front Office Maria Joanne Management Paula Rick TextText 1 Text 1 1 TextText 1 Text11 Text 1 Text 1 Phil Don Liz Bill IN Management Front Office Voice Mike Corporate Systems Human Resource Management Field/Despatch Back Office Mary Alan Sam Field/ IN Despatch IN Back Office Financial Accounting System 24 Customer Relationship Management George Operations Management Project Management © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • The Role of Genesys.. The People Front Office Maria Joanne        Management Paula Rick    Mike     Phil   Liz Don     Field/Despatch Back Office Bill       Mary Alan    Sam    George      Genesys CLIENT SERVICE CHANNELS Operations Management Human Resource Text 11Text 1 Text Management Text11 Text Corporate Systems Customer Relationship Management Financial Accounting System 25 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Who’s Using Enterprise Workload Mgt? Utilities Service Providers Government Telcos 26 Banks Insurers © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Customer Engagement Platform 27 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Ask the Experts! Karl Whitelock Keith Pearce For more information, please visit www.genesys.com Email us: enterprise.programs@genesys.com 28 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • More resources on www.genesys.com 29 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Thank You for participating! For more information, please visit www.genesys.com/products Email us: enterprise.programs@genesys.com