1 to 1 customer service - integrate workforce management with contact center routing
TRANSCRIPT
1-to-1 Customer Service Best Practice #4:Integrate Workforce Management with Contact Center Routing
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Thomas Tritten II Solution Architect
Genesys
Bradley Baumunk Solution Lead
Workforce Management Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Agenda
• Introduction
• Contact Center Management Operational Challenges
• Genesys Workforce Management
• Live Demo
• Q&A
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Operational Objectives
Efficiency&
Cost
Employee Satisfaction
CustomerSatisfaction
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
The Customer Experience Challenge
•Customers interact with companies over multiple channels•Complex business processes span multiple touch points•Conversations are cross channel
Back Office
Service &Support
Sales
Marketing
Channel Chaos Reigns
CustomerAnalytics
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Four-Year Customer Service Channel Shifts
Source: Yankee Group and Others 2008 2012
Phone with or without IVR
Web Self-service
IVR
Chat
45%
15%
15%
18%
6%
67%
12%
4%
15%
2%
22% decrease in telephony channel
But overall increase of total number of interactions
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
The Customer Experience Opportunity
2008 2012
Touch Point Explosion
Cust
omer
Sati
sfac
tion/
Expe
rienc
e
TransformationOpportunity
Decline in Customer Satisfaction
Introducing Genesys Workforce Management
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Genesys Workforce Management
Employee Empowerment
Forecasting Scheduling
Real time Management
Reporting
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
Genesys Workforce Optimization Product Set
Speech & TextAnalytics / VoC Workforce
Management
HistoricalAnalysis
SkillsAssessor
Recording&
Coaching
Customer EngagementPlatform
Real Time Analytics
CustomerSurveys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
WFM & the Customer Engagement Platform
Routing &Distribution Interactions
InteractionAnalytics Outbound
WorkforceManagement
&Optimization
IVR
SIP Communications
Interaction Management
Cases Work Items
Channels Desktop
Customer Engagement Platform
InboundEngagement
Outbound Engagement Self-Service
Back Offi
ce
Genesys Platform
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Traditional Routing of Interactions
Voice
SMS
Social Media
Work Item
Dis
trib
ution
Rul
es &
Ski
lls Ready
Ready
Ready
Busy
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
Genesys WFM Value Proposition
Multi Channel EnterpriseWorkforce
Management
Customer Engagement
Platform
Single Administration
Stats for all work items
Enterprise Schedule Adherence
Skill based Scheduling & Workforce Routing
SLA management for all channels & departments
•One database for employee data, skills, groups, contracts, shifts & statistics
•Reduce manual tasks in the Planning Team
•Real Time adherence for all channels, work items and employees
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Scheduling Multi Channel shifts
Voice
SMS
Social Media
Work Item
Dis
trib
ution
Rul
es &
Ski
lls Ready
Ready
Ready
Busy
Wor
kfor
ce S
ched
ule
09:00 – 10:00 Email10:00 – 12:00 Voice12:00 – 13:00 Break
09:00 – 10:00 Chat10:00 – 10:30 Break10:30 – 13:00 Activation
09:00 – 10:00 Voice10:00 – 10:30 Complaint10:30 – 13:00 Email
09:00 – 10:00 Voice10:00 – 12:30 Outbound12:30 – Shift End
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Key Takeaways
• Genesys WFM and Genesys CIM provide the ability to do Workforce Routing out-of-the-box
• Genesys WFM is designed to handle the blended lives of multi-skilled agents
• With integration to Genesys Framework: Genesys WFM can provide out-of-the-box access to Genesys CME information and Genesys Stat server information
DEMO
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Thomas Tritten II Bradley Baumunk
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Upcoming and On Demand Webinars
Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #5 – Connect the Dots Between Contact Center Metrics and Customer ExperienceJune 19, 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
Thank You for participating!For more information, please visit
www.genesys.com
Email us: [email protected]