Breakout 1 Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact Center Employees

Transcription

1 Breakout 1 Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact Center Employees Workforce Engagement Management (WEM) solutions help drive employee engagement, but while the market moves to engagement, cost and resource effectiveness cannot be ignored. 72% of contact center costs are labor, so saving time is still an important consideration and is at the heart of a WEM solution. Join us to hear about key areas of WEM functionality, including: Recruitment and onboarding, Evaluation and improvement through knowledge transfer, AI, quality assurance and speech and text analytics, Greater time management tools reducing administrative overhead, Assistance and task management through process automation, knowledge centers and intelligent assistants and Gamification of metrics and recognition. Speakers Cam Smith, Strategic Solutions Director Steve Kosiba, Product Marketing Manager for WFO and Decisions

2 Workforce Engagement Management It's Time to Balance Optimization with Engaging Contact Center Employees

3 Employee engagement can be defined as the level of an employee s psychological investment in their organization.

4 People create value AON Hewitt are stating 62% of all workers are disengaged! Lack of feedback and direction from their manager! Lack of socializing with peers on the team! Lack of understanding or connection to the core mission and values of the company! Feeling underappreciated and unrecognized for their work! An incomplete on boarding! Lack of proper communication between manager and employees

5 What are the top 3 business objectives you are trying to solve within the next 18 months? 51% 40% 31% 21% 18% Provide consistent customer service Enable employee to self manage their work life balance Increase first contact resolution Improve employee effectiveness Improve employee performance Genesys market survey, 300 responses, January

6 Rewards & Recognition? Employee Value Proposition? Senior Leadership? Career Opportunities? Enabling Infrastructure and Tools?

7 64% Engaged 60% Engaged 65% Engaged 75% Engaged

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9 Training Performance Personalization Knowledge Work Life Balance Development

10 Engagement starts before hiring Current Employees Profiles and Skill DNA Personalized

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12 Get started on solid ground Managing new employees! Identify skills & capabilities that drive high-performance,! Personalize employee engagement and development,! Increase coaching and training ROI, and! Help achieve better business outcomes.

13 Understand Good Performance Uncover hidden details in data across hard and soft skills! Easy to use yet comprehensive reporting capability and compare employee Skills vs. business Performance.! Insights into capability gaps at the individual, team, unit and enterprise level and track employee improvement over time

14 Flexibility with Schedule Support for mobile scheduling is critical to enabling staff flexibility Time Off Lateness and Payback Unplanned Leave Visibility

15 The classic challenge Employee flexibility while managing business need Employees can self-manage their time off, controlled through business rules. Allow employees to enter exceptions (offline activities) into their schedule without the need to supervision or effort on the planner's behalf. Employees can self-manage their schedule preference requirements. Supervisors and employees can insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.

16 Same organization, different people, aligned outcomes! Control of his schedule! Personalized Training! Career Aspirations! Focused on bonuses! Cost v Budgets! Customer Performance! Quick Decisions! Employee Engagement Everyone has a role to play in organizational performance

17 Decisions! One Click Creates the best forecast! Simplified Modifications allowing adjustments based on campaign changes! Outlier Detection and view what was determined an outlier! Quick adjust capabilities! Apply forecast directly to Decisions for planning! See what model and parameters were chosen and in depth analysis

18 Workforce Management! Clearly defined workflow improvements for easier understanding and efficiency! Improved management of scheduling rules allowing users to specify schedule locking for greater control! Custom Conditional Formatting on tables for identification of problem areas! Send interfaces and graphics directly to or presentations! Improved dashboards and reporting

19 Workforce Management! 246 Individual feature enhancements! Complete removal of JAVA from the interface! Support for tablets included! Designed with the help of external consultants! Multiple customer field tests including user design sessions! 24 dedicated engineers are focused on development

20 Workforce Management and Decisions Forecasting Service delivers automation and intelligence to existing processes! Best of the best model selection derived from presented data! Leverage cutting edge cloud technology anywhere around the global! 40+ Algorithms and we are adding more!! Omnichannel out of the box including back office task support! Leverages best practices in data science and in the wider industry.! Scalable modeling of queues and activities! Aggregated super models for all levels of planning, from weekly through to 15 minute.! Multi-step planning for multi-interaction insights like Journey Analytics

21 Routing v Predictive Skills/Group Based match TODAY Set Skills for targeting Direct to employee PREDICTIVE Business Outcome Routing on rules based first available Metadata and Capabilities Profile Matching Routing: Find the best resource based on predefined capabilities of the employees. Decisions made with preset criteria, course grained ability to apply dynamic credentials to matching Predictive: Use Profile with Rules to understand the dynamic of the customer, interaction and the employees available in the moment. Fine grain matching 21 decision based on real time abilities.

22 Employee Scoring and Feedback Review Quality Manager reviews interaction scoring according to experience and defined rubric Employee Review and Comments Employee receives notification; reviews and provides review comments back to agent Session Completed Session Assigned Complete & Request Feedback Quality Manager completes review and can optionally notify agent for feedback Feedback Review & Amend Quality Manager reviews feedback and adjusts scoring if needed

23 Trending and Discovery! Capture Information! Transcribe Interactions! Create Fragments! Determine Clusters! Emerging Trends! Discovery and Exploration

24 Employee Engagement Systems, processes and most importantly people working towards a common goal Development Onboarding Analysis Recruitment Planning Assessment

25 The Genesys Workforce Engagement Management Solution Large or small, software created to engage your workforce Interaction Recording Recruitment and Onboarding Long Term Planning Traditional and Automated Quality Management Employee Journey and Performance Management Workforce Management Speech and Text Analytics Training and Facilities Management Employee Feedback

26 User Experience Key to happy customers and happy employees! We are committed to consistent interfaces across all of our products! We conduct customer interviews, and include hundreds of feature requests annually! We are using outside design teams to develop and guide us in world leading best practices! We are building them with tablets and mobiles in mind

27 Seeing the trees and the forest Three steps to success Engaging Understanding employee needs Grounded Contains facts and soft feedback for a full view Personalized Customized to their needs

28 Thank Cameron Smith Senior Global Director of Product Management Workforce Engagement Management