Genesys WFO 8 update:

Transcription

1 Genesys WFO 8 update: How to become a forensic expert in customer service Stefan Captijn Director Solutions

2 Driving Business Objectives with Workforce Optimization & Analytics Operational Efficiency Handle time Occupancy Quality Workforce Management Customer Experience Quality Management 1 st time fix Channel Exp Satisfaction Customer Survey Compliance Management Recording Knowledge Process Genesys Workforce Optimization 8 Skills Assessor Sales Effectiveness Conversion Skills Collections Training Manager 2

3 Agenda 3

4 Each time a customer contacts you is a moment of truth. It is the opportunity to deliver on the brand promise. 4

5 Customer Service promise 5

6 But who delivers? 6

7 Managing Enterprise Workforce Engaged 26% Passively Engaged 55% Actively Disengaged 19% Opportunity To Close The Gap 7

8 How do you coach & support employees to perform in the sweet spot? Net Promoter Score Sweet spot Number of Interactions 8

9 What if you could... Understand what makes a top performer? Make better use of your training & education budget? Analyze what skills & knowledge impacts your key KPI s?? 9

10 Forensic Analysis of Skills All rights reserved 2009, Genesys Telecommunications Laboratories, Inc. 10

11 Introducing Genesys Skills Assessor Online assessments to assess knowledge and skills Define job roles with required performance criteria (SkillsDNA) Compare knowledge & performance (business hierarchy) Correlate knowledge & skills with your performance metrics Update skills in Genesys CIM based on assessments & performance metrics 11

12 Demonstration 12

13 WFO enables Customer Experience Employees with the skills & knowledge......available at the right time 13

14 Customer Story: CSOB Jakub Hlaváč & Nikola Vukmirović

15 Client centre ČSOB, KBC group Jakub Hlaváč & Nikola Vukmirović

16 Client centre ČSOB, KBC group 1. Part introduction and expectation (Jakub Hlaváč) Basic information about us, our services, our technology What were our expectation from new forecasting What inputs do we consider What outputs can we obtain 2. Part Real benefits ( Nikola Vukmirović ) Impact on planner and forecaster responsibility More accurate forecasting and planning Integration with HR systems Key for successful implementation 16

17 Client centre ČSOB, KBC group Established in 2000 (Hradec Králové) Operation 24x7 In 2008 second site was opened (Náchod) Manage 75 service lines in Czech, English and Slovak language Provide services for entire ČSOB groupe (11 brands) Monthly traffic: 160 ths. inbound calls 180 ths. outbound calls 10 ths. s Almost 400 FTE 17

18 Range of services Provided services Inboud service care and sales Outbound sales campaigns and surveys Helpdesk services for e-channels and payment cards Early Collection activities Forex dealing Support line for internal clients or SMS campaigns Communication academy for distribution channel 18

19 Channels Multichannel technology Voice Chat Web callback SMS (out - in) Video, Skype and Facebook (implemenation in 2013) 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 19

20 New Call centre project Started in 2008, implemented in 2009 Completely new technology Genesys instead of Avaya In 2012 migration project started (G7.6 to G8.1) Framework - Voice SIP - GVP SIP - Multimedia ( , chat) - Outbound Voice - Routing Reporting- Workforce Management - GIM (InfoMart) - IWS (Interactive Work Space) - VHT (v 6.6) Jana Urbánková l Kontaktní centrum v holdingové struktuře podniku 20

21 Forecasting - goals Why do we aim for accurate forecasting External goal => client satisfaction Client is directed to the right agent in the short time (ASA till 20s) Internal goal => High Efficiency and Utilization required recourses in every moment of the operation no more or less FTE then is required = cost optimum 21

22 forecasting - methods Before the implementation of WFM Simple prediction according the past repeating Usage of soft skills (experiences) of our experts Today forecasting methods Sophisticated statistics methods Usage of hard skills (data analyses) of our experts Time row analyze Trends identification Decomposition of trends into the particular componnents (seasons, cycle) Rate of dynamics 22

23 Impact on planner and forecaster Excel AGE until 2008 Genesys WFM AGE since 2009 Benefits Capacity 1 Planner per 100 FTE 1 Planner per 200 FTE Double productivity of planner Tools and data source Maintenance and updates up to 60 different files ( forecasts, schedules, contracts availibility, contracts constrains exceptions, vacation, paid hours, time off rules, rotation rules.) All in one Saving time ( analysis, evaluation, reporting ) and minimizing errors. Forecasting objectives and historical data N_Calls in last 3 months N_Calls + AHT+SL+Occupancy rate in combination with any historical period Significantly more accurate forecasting Setup of measurable KPI for planners and forecaster 180 FTE 400 FTE 2008 SEP

24 Benefits Improve transparency about performance and staff utilization ( hidden resources for blending ) More accurate forecasting and planning - improving Service Level Real-time capacity management - monitoring adherence We started to monitor and evaluate new parameters - Service Level Stability (weekdays between 8-19 ) The agent has a detailed overview of all of activities ( own / team / site ) and has the possibility enter their own preferences on free days and shifts trade 24

25 Extra benefit - Integration with HR system In Excel AGE, the HR reports for calculation of agents monthly wages were generated manually: 12 MD / month high risk of errors / the human factor In Genesys WFM AGE we implement tool for automatically generated reports using the API interface: 0,5 MD / month minimal risk of errors Start / end time of each shifts, paid hours, bonuses for night / weekend / public holiday, unpaid bonuses for break during night / weekend / public holiday, number of meal tickets, balance of vacation, sick days, etc. Jana Urbánková l Kontaktní centrum v holdingové struktuře podniku 25

26 The key to WFM success implementation Communicate Positively Engage your staff. Involve them from first day of your implementation and configuration. The most important thing is to convince the planners and forecaster staff about benefits for their work. Training Provide basic employee ( planner and forecaster ) training before setting configuration. It is necessary to understand the context. The configuration is then much easier and faster. Be ready for change It is necessary to understand the WFM mindset and be prepared to adapt in some cases and change the way of thinking. 26

27 & follow G-Force and Genesys on Twitter at #gforceemea for the latest news and updates! Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals. Customer feedback surveys will be sent to you online later

28 Backup slides in case demo does not work

29 Online assessments to assess knowledge and skills 6 different question types 29

30 Full Question Design Control 30

31 Links to external content 31

32 Multi Media 32

33 360 Feedback / Evaluation 33

34 Results analysis 34

35 Role profile agents based on specific performance criteria 35

36 Performance Comparisons New York Paris 36

37 Forensic Analysis of Employees Claim Expert Best AHT Trouble Shooter Soft Skills Top Sales Performer Product Expert Excessive Transfers Too much Rework Cherry Picker Low Cust Sat High Sick Leave 37