TOP 10 Strategies for Modernizing Workforce Optimization ebook
CONTACT CENTER OPERATIONAL CHALLENGES All over the world, contact center managers and operations teams face a number of challenges that can negatively impact workforce efficiency and effectiveness, which in turn impacts the customer experience and contact center revenue generation, or puts the organization at risk. There are various approaches to overcoming or at least mitigating the impact of these challenges while still delivering on service level agreements within the operating budget, including attempts to: Reduce over and understaffing Increase influence on schedules Monitor compliance and quality Improve process efficiency Make better usage of training budgets Analyze root causes to improve processes and Key Performance Indicators (KPIs) Reduce operational overhead
TOP 10 WFO MODERNIZATION STRATEGIES This ebook will discuss 10 strategies to modernize your Workforce Optimization processes and explain how each strategy will help to address typical business and operational challenges found in the majority of contact center operations. 1 Integrate Your ACD and Your Planning Tool 6 Automatically Monitor Compliance 2 Capture the Entire Customer Journey 7 Automate Skills Assessment 3 Implement Unified Reporting 8 Use Real-World Examples for Training Empower Agents with Information Automate Training Management 4 9 Use Analytics-Driven Quality Management Introduce Analytics-Driven Workforce Optimization 5 10
1 INTEGRATE YOUR ACD AND YOUR PLANNING TOOL By consolidating all customer communication and interaction channels into a single platform that handles both the routing and planning of all activities, service level achievement and operational control are greatly improved. Routing decisions across all channels can now be enriched with individual employee schedule information. The following benefits can be achieved through schedule-based routing: Reduction of unplanned overtime Implementation of multimedia shifts Reduction of manual skill changes Elimination of transition time Improved schedule adherence
INTEGRATE YOUR ACD AND YOUR PLANNING TOOL Inbound Front Office Outbound DISTRIBUTE Self-service RECEIVE The Web Back Office Branch Office Mobile App
Genesys Case Study: DNB Largest financial services group in Norway 1.6 million internet banking customers Challenges: Managing all channels in a way that delivers seamless customer service. Resolving as many customer queries as possible on the first contact. Ensuring the right mix of agents with the required skills at the right time. Results Improved First Contact Resolution by 6% with Industry- Leading CSAT You can have the most advanced and sophisticated routing strategies, but without an integrated WFM tool you will not be able to fully take advantage of it. Grethe Smith-Meyer, Head of Resource Management
2 CAPTURE THE ENTIRE CUSTOMER JOURNEY These days most of your customers and prospects utilize multiple communication channels to communicate with your company during a single journey. In addition, phone calls often get transferred from one agent to another. In order to maximize the customer experience, it s crucial to capture and monitor the entire journey from the customer s perspective. Unfortunately, each communication channel is usually handled by a separate application, making it very difficult to pass customer information between channels and to monitor conversations from your customer s point of view. In addition, most call recording systems capture calls that are transferred (especially when transferred between sites) as multiple calls, even though the customer views them as a single call. Interaction Recording which is native to your Customer Experience Platform enables you to capture entire journeys and monitor your customer s experience from his or her perspective.
ON-BOARDING JOURNEY Website Sign Up Welcome Provision First Bill Mobile App Contact Center Branch Transfer Direct to Expert Back Office
3 IMPLEMENT UNIFIED REPORTING Contact center operations are data-rich environments. The contact center application keeps track of service level performance, individual agent statistics and contact history or case information. Linking all data repositories together turns this data into actionable information which can drive real performance improvements. Manually consolidating these sources of information and presenting the outcomes in a visually compelling way is a time-consuming and frustrating activity for the operations team. Ensuring you can access all information from a single, unified reporting tool not only saves valuable time for your operations team, it also provides insights that were previously inaccessible.
IMPLEMENT UNIFIED REPORTING Single Reporting Presentation Layer Multi-Channel Interaction Data Workforce Performance Data Enterprise Data (CRM/ERP, etc.)
4 EMPOWER AGENTS WITH INFORMATION To empower agents, providing them information about their performance is critical. Agents want to understand how their performance stacks up against their peers, but also want to be able to view their schedule and communicate with others. A unified Agent Portal that functions as a single gateway to all agent performance information as well as a communication solution will empower agents to provide the best possible customer experience, share their own experiences and learn from others.
5 5 USE ANALYTICS-DRIVEN QUALITY MANAGEMENT Traditional Quality Management programs depend upon having employees listen to randomly selected calls. Due to its manual nature, this process is expensive, so most organizations can t afford to review more than two percent or so of the calls they handle. When you only review a tiny percentage of the conversations that your organization has with your customers and prospects every day, you ignore a treasure trove of valuable business insights that lie hidden within those conversations. In contrast, Speech Analytics can automatically evaluate 100% of the calls your organization handles. Thus, Speech Analytics- Driven Quality Management is far more effective than traditional Quality Management. A major outsourcer with 37,000 agents in 36 countries uses Genesys Speech Analytics to automate and improve Quality Management for many of its clients. This outsourcer handles end-to-end customer care for one of the largest North American wireless service providers who was looking to increase customer loyalty and satisfaction while reducing the cost to serve. By implementing a Speech Analytics-Driven Quality Management solution, this outsourcer was able to improve customer satisfaction more than 11% while simultaneously reducing Average Handle Time more than 23% for this large telecommunications company. Industry: Telecommunications Lines of Business: Customer Care Speech Analytics Engagement Type : Pilot and Full Deployment Benefits Realized (3 months post-deployment) Customer Satisfaction (CSAT) CSAT Improvement 3rd Month: 9.85% CSAT Improvement 6th Month: 11.35% Average Handle Time (AHT) AHT Reduction 4th Month: 115 seconds (19.6%) AHT Reduction 6th Month: 127 seconds (21.7%) AHT Reduction 9th Month: 136 seconds (23.2%)
6 AUTOMATICALLY MONITOR COMPLIANCE HRRG is the collections division of TeamHealth, one of the largest providers of outsourced medical services in the US. Collectors are legally required to introduce every call to a debtor with a disclosure called a mini-miranda statement, which explains that the call is an attempt to collect a debt and any information obtained through the conversation will be used for that purpose. Collections companies risk significant penalties if employees fail to comply with such regulatory requirements. As a result, HRRG needed to measure the extent to which agents were delivering the mini-miranda and improve the performance of those who were not performing to standard. By implementing a solution that monitors compliance automatically within every conversation (instead of manually monitoring just a small fraction), HRRG was able to dramatically improve compliance. Within just two months, compliance improved from 35% to 87% at their Florida site and from 59% to 99% in California.
7 AUTOMATING SKILLS ASSESSMENT Measuring what your employees know and don t know about your products and services and correlating this with your KPIs can provide great insights to improve employee performance, increase sales or improve customer satisfaction. You can automate your skills assessment process by implementing these three capabilities: Assess employee knowledge and skills using web-based assessments Keep track of learning progress and scores automatically Correlate agent performance data with assessment results Assess Knowledge Track Progress Correlate Results
8 USE REAL-WORLD EXAMPLES FOR TRAINING Agent training and coaching efforts are much more effective when you can include real-world examples that illustrate usage of the skills and behaviors you are focusing on. For example, agents should listen to calls in which they performed a particular skill poorly and discuss how they could ve better handled the situation. Role-plays, in which one person plays the role of the customer while the other is the agent, are another excellent method of using real-world examples. In addition, if agents can listen to other agents performing specific skills particularly well, it makes it much easier to understand how to improve their own performance of that skill. The best way to enable this is to create best practice call libraries. Such best practice libraries can be created by asking agents to suggest candidate calls within which they have performed particularly well and to reward agents whose calls are selected for your libraries.
9 AUTOMATING TRAINING MANAGEMENT Planning, scheduling and managing agent training requires significant time and effort, particularly when done manually. In addition, the likelihood of scheduling training at times that might make it difficult to meet goals and SLAs increases when relying on manual scheduling tools such as Excel. When training is managed directly within your Workforce Management application, you can automatically scan your workforce schedules to find the best training dates and times and take into account: Employee availability Trainer led and/or elearning Classroom availability Potential service level impact The benefits provided by this approach include: Reduced training time and costs Reduced time spent scheduling and managing training Improved employee performance
10 INTRODUCE ANALYTICS-DRIVEN WORKFORCE OPTIMIZATION As mentioned previously, Interaction Analytics, such as Speech Analytics, can be leveraged to improve Workforce Optimization processes. When your Interaction Analytics are highly accurate and integrated into your Customer Experience Platform, the analytic results can automatically trigger workflows which further improve performance. For example, if the analytics detect that an agent needs additional training on a specific topic, elearning material on that topic can be automatically delivered to the agent. The potential for improvement increases dramatically when Interaction Analytics are correlated against analysis of other related data, such as: agent knowledge assessments; statistics from the ACD; and/or direct customer feedback. When unified and powering a holistic Workforce Optimization solution, these analytics can drive impressive improvements in workforce performance and the customer experience.
INTRODUCE ANALYTICS-DRIVEN WORKFORCE OPTIMIZATION Auto-Triggered Workflows Knowledge Assessments This is the third time I ve called Event Detection Conversation Processing DISTRIBUTE ADAPT PLAN Workforce Optimization TRAIN Statistical Analysis Call Recordings EVALUATE Interactions Customer Feedback
START MODERNIZING YOUR WFO STRATEGY TODAY Evolving from a call center to a multi-channel contact center can create operational challenges and introduce inefficiencies within quality assurance, planning and training departments. However, when these challenges are addressed properly and with the right technology, through the Top 10 strategies for modernizing Workforce Optimization, you can drastically improve the efficiency and effectiveness of your workforce and deliver on your brand promise. To learn more about the strategies discussed in this ebook,watch a replay of the webinar, Top 10 Strategies for Modernizing Workforce Optimization
Website: Contact Us: 1-888-GENESYS Genesys, the world s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 24 billion contact center interactions per year in the cloud and on premises. For more information. Copyright 2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.