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Workforce Optimization Best Practices to Unleash Multi-Channel Operational Excellence

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Workforce Optimization Best Practices to Unleash Multi-Channel Operational Excellence

Workforce Optimization Best Practices to Unleash Multi-Channel Operational Excellence

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  • 1. Workforce Optimization Best Practices to Unleash Multi-Channel Operational Excellence
  • 2. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2 Today’s Presenters Stefan Captijn Director, Product Marketing Genesys @stefancaptijn Sean Murphy Product Marketing Lead Speech Analytics Genesys
  • 3. © 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
  • 4. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4 End-to-End Customer Journeys – The CX that Matters Branch Contact CenterMobile AppWebsite 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 CenterMobile AppWebsite Back Office
  • 5. © 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 BillProvisionWelcomeSign Up
  • 6. © 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?
  • 7. © 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 channels1 channel 2 channels Source: Ovum
  • 8. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8 The Multi Channel Challenge 2008 2020 Touch Point and Channel Explosion CustomerSatisfaction/Experience Transformation Opportunity 2014
  • 9. © 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
  • 10. © 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
  • 11. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11 “The explosion of Customer Service Touch Points has greatly impacted Operational Efficiency”
  • 12. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12 Operational Islands Call flows IntradayDigital Channels Planning © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12
  • 13. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13 Impact to the Operations Team © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13 • 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
  • 14. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14 Poll question •What do you believe is the biggest roadblock in your organization that prevents you from increasing operational efficiency? • Single point solutions for each channel • Integration of channels into CRM/Desktop • Limited integration of Workforce Management Solution with Contact Center Infrastructure • Manual work for data analysis and Quality Management
  • 15. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15 3 Steps towards Operational Excellence © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15 1 2 3 Integration of Interaction Routing and Workforce Planning Single Platform for all Interactions & Work Items Automation of the Quality Assurance Process
  • 16. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16 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’ delivers high-fidelity dual-channel audio for Speech Analytics Benefits of Contact Center Suite
  • 17. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17 #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.”
  • 18. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18 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.”
  • 19. Automating the Quality Assurance Process with Interaction Analytics Sean Murphy
  • 20. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20 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
  • 21. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21 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
  • 22. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.22 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
  • 23. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.23 Limited Visibility with Traditional Quality Mgmt. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.23 Random Sampling • Manual, labor intensive • Only feasible to review 2% or less of randomly selected calls • Separate silos for other channels---reviewed separately/in isolation Call Recordings
  • 24. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.24 Interaction Analytics Driven Quality Management • 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
  • 25. © 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 All Conversations Across All Channels Precisely Measure Performance Accelerate KPI Improvements Repurpose freed-up capacity in the Operations Team
  • 26. © 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 Call Recordings
  • 27. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.27 Operational Excellence through Integration Work Distribution Workforce Optimization Multi Channel Support Centralized Administration Cross Application Workflows Schedule based Routing Real Time Adherence
  • 28. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.28 Continuous Workforce Optimization Front Office Back Office Workforce Optimization Work Distribution
  • 29. © 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
  • 30. © 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
  • 31. © 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
  • 32. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.32 For More Information © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.32 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 32 • Visit our Booth in the Exhibit Hall for a chance to win a $20 Amazon gift card! • Visit us at Genesys.com
  • 33. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.33 Questions & Answers © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.33
  • 34. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.34 Additional Questions? Stefan Captijn Stefan.Captijn@Genesys.com Sean Murphy Sean.Murphy@Genesys.com
  • 35. thank you