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Implementing Workforce Optimization Solutions from Your
Contact Center Vendor
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 1
Today’s Presenters
Donna Fluss President, DMG Consulting LLC
Stefan Captijn Sr. Director, Business Application, Genesys
Customer-Focused Strategy, Operations & Technology
Implementing Workforce
Optimization Solutions from Your
Contact Center Vendor
June 25, 2014
Donna Fluss, President
© 2014 DMG Consulting LLC 3
Delivering an Outstanding Customer Experience
Customer Service
Improve the customer journey
Resolve inquiries during the initial contact
Reduce operating costs
Comply with regulatory requirements
Avoid social media firestorms
Retain customers
Increase sales and collections
© 2014 DMG Consulting LLC 4
Call Center Recording
Quality Assurance Generation
1
Contact Center
Workforce Management
Coaching
eLearning Generation
2
Workforce Optimization Suite
Enterprise
Performance Management
VoC/Surveying
Speech Analytics
Desktop Analytics
Text Analytics
Generation
3
© 2014 DMG Consulting LLC 5
Characteristics of a WFO Suite
© 2014 DMG Consulting LLC 6
WFO Technical Building Blocks
Common Operating System
Shared Data Bus
Presence Engine R
eco
rdin
g
Access and Authentication Layer (permissions, roles & encryption)
Qu
ality
A
ssu
ran
ce
Wo
rkfo
rce
Man
ag
em
en
t
Co
ach
ing
eL
earn
ing
Perf
orm
an
ce
Man
ag
em
en
t
Su
rveyin
g
Sp
eech
A
naly
tics
Deskto
p
An
aly
tics
Text
An
aly
tics
Cen
trali
ze
d R
ule
s E
ng
ine
User Interface Common Database/
Data Repository
Business
Intelligence Tools Admin Interface
Agent Interface
© 2014 DMG Consulting LLC 7
WFO Adoption Cycle
WFM
Recording
CCPM
VoC
QA
SA TA DA Coaching
eLearning
B-O
© 2014 DMG Consulting LLC 8
Standardized & streamlined
administration
Benefits of a WFO Suite
Simplified training & system use
Seamless data sharing between
applications
Standardized definitions
Common rules engine & workflow
Multi-channel view of customer
behavior
Tracks the customer journey
Provides voice of the customer
feedback
Centralized repository of
customer data
Consolidated reports &
dashboards
One vendor contact (“one
throat to choke”)
Provides real-time info to improve
cust. experience
Improves enterprise quality
Reduces operating costs
© 2014 DMG Consulting LLC 9
Adaptive & Intelligent Real-Time Routing
Routing
Rules
Speech Analytics Workforce Mgt
Desktop Analytics
Quality Assurance
Performance Mgt
CRM Sales
© 2014 DMG Consulting LLC 10
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
Driving Automation & Innovation through Integrated WFO Stefan Captijn Sr. Director, Business Application, Genesys
© 2014, Genesys All rights reserved.
12
Turning Analytics in to Action
Auto-Triggered Workflows
Conversations
Analytics-driven Workforce Optimization
Speech & Text Analytics
Phrase Recognition
“Connect me to your Supervisor”
Workforce Optimization
Knowledge Assessments
Statistical Analysis
Customer Feedback
© 2014, Genesys All rights reserved.
13
Continuous Workforce Optimization
Front Office
Back Office
Workforce Optimization
Work Distribution
© 2014, Genesys All rights reserved.
14
Integrated WFO Suite
Genesys Customer Experience Platform
Workforce Optimization Applications
Workforce Management
Interaction Analytics
Customer Survey
Interaction Recording Dashboards
Training manager
Skills Assessor
Employee Coaching
Quality Management
Interactive Insights
User Administration
User Skills
Statistics Interaction Meta Data
Routing
Common Services
© 2014, Genesys All rights reserved.
15
Integration = Automation
Analytics
Forecast
Scheduling
Trading
QM
Recording
Routing
Skills
Alerts
© 2014, Genesys All rights reserved.
16
Integrated Quality Management - Use Case
1) The Customer is thinking about transferring money from the savings account to a checking account to make some purchases
2) The banks mobile banking application provides makes this a simple exercise
© 2014, Genesys All rights reserved.
17
Assisted Service trough Mobile Application
1) While using the mobile banking app, the customer needs assistance…
2) Customer clicks “Connect Me”
3) Customer selects: “Talk with an agent” to be connected to an agent immediately
Connect Me
© 2014, Genesys All rights reserved.
18
Access Number based on customer
location
Agent Availability Notification
Connecting to the Agent & keeping Customer Context
1) Agent availability is determined
2) Mobile app notification sent
3) Direct-to-agent access number pushed to app
4) Context is passed to the agent and the call is handled
5) The conversation is recorded as this call contains financial transaction details/context.
© 2014, Genesys All rights reserved.
19
Initiating an Automated Coaching Session
1) Customer rates the conversation using ‘iTunes-like’ scoring method
2) Information is available in the CX Platform
3) Outcome is evaluated by a Quality Management business rule
Customer rates
Conversation
© 2014, Genesys All rights reserved.
20
Quality Management Session initiated
1) Assigned to supervisor automatically
2) Supervisor evaluates the call
3) Employee receives feedback
4) Coaching session get’s scheduled
© 2014, Genesys All rights reserved.
21
Connect With Genesys!
•@Genesys
•#GWebinar © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 21
21
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