1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

HOW TO MAKE YOUR EMPLOYEES THE CEOS OF EVERY CUSTOMER MOMENT

2© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

EVOLVING FROM TRADITIONAL WFO TO EMPLOYEE ENGAGEMENT

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MOVING FROM WFO TO EMPLOYEE ENGAGEMENT

Quality Control&

Scheduling

Workforce Optimization

EMPLOYEE ENGAGEMENT

2000 2010 2016+

Compliance & Efficiency Quality & EffectivenessCustomer & Employee

Experience

Employee Engagement focuses on making each employee the best they can be through schedule flexibility, coaching & training and analytics.

The key is to provide employees with the tools and information to improve work-life balance and deliver exceptional customer experiences.

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MIND THE GAP

89%Businesses that think

employee engagement is

CRITICAL

25%Businesses that think their employees are,

in fact,

ENGAGEDSource: Improving Employee Engagement in the Contact Center – ICMI - 201644

555

WHAT’S THE DISCONNECT?

If we want to improve agent engagement, we must also ensure that we’re able to appropriately satisfy their needs. It all begins with ensuring that they have the tools and resources necessary to do their job.

What is the Disconnect?

Source: Improving Employee Engagement in the Contact Center – ICMI – 2016

6© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

THE EXPERIENCE GENERATION

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Changing Dynamics

7

8

Redefining the ideal customer experience

8

22%

24%

24%

27%

30%

32%

33%

33%

34%

34%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Know me and understand what I like

Better web site (place orders, check status, find information)

Easy to shop across web site, retail store, mobile app and contact center

Better mobile experience (place orders, check status, find information)

Innovative products and/or services

Provide with offers and/or discounts based on my usage patterns

Better contact center services

Understand my needs and provide me relevant offers

Pro-actively respond to my needs

Easy to do business with (flexible)

Q. Which are the primary drivers that lead you to classify the experience as “ideal”?

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T O M O R R O W ’ S M A N A G E R S

Census Bureau Data, Via Pew

Who Is In The Workforce

53.5 million Millennials

52.7 millionGen Xers

44.6 millionBoomers

3.7 million Silent Generation

T O D A Y ’ S A G E N T S T O D A Y ’ S M A N A G E R S

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Redefining The Ideal Employee Experience

• Access to previous interactions• Relate this call to priors

Know my history

• Preserve continuity of experience Follow me

across channels

• Have the authority and knowledge to resolve, sell or make it right

Be ready to take action

• Minimize friction, transfers, repeats, callbacks

• Maintain standards for response time

Don’t waste my time

WHAT THE CUSTOMER EXPECTS

• Information that’s as good as or better than what the customer has

• Speedy access to multiple systems via a unified desktop

Provide appropriate

tools

• Provide training to maximize my utility• Coach me and provide timely feedback

Help me get better

• Show me how my work impacts the business• Give me reasons to get better

Make my job a career

• Tell them what I can and can’t do• Don’t leave me twisting in the wind without

coherent guidance

Educate the customer

WHAT THE AGENT EXPECTS

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Interactions become more complicated• Requires complex training

in problem solving• Variations in skillsets for

different channels• AI/RTD for next-action

guidance

The role of the Employee shifts• Are they advocates for the

customer?• Requires better

performance scoring and metrics

• Are they allowed to take decisive action? Based on what data?

Engagement becomes key• Incent behavior based on

business outcomes• Gamification provides

mechanism for benchmarking, competition and identifying excellence

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Employee Engagement is a Critical Strategy

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Who Feels the Pain of Poorly Designed Systems

Customer Pain Points

• Cross-channel fragmentation of experience

• Agents’ lack of knowledge

• Agent info different from online info

Agent Pain Points

• Lack of access to updated relevant information

• Lack of guidance in unfamiliar situations

• Slow transitions between systems

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Increasing complexity

for the agent

Too many tools to juggle

Frantic switching between contact

channels

Customers are more

demanding

Lack of integrations between SoE

and SoR

What are the business’ goals

and targets?

What are my personal targets?

A Day in the Life …..

Solutions: Scorecards & performance

analytics

Solution: Unified desktop

with single sign-on

Solution: Real-time

decisioningengines for guidance

Solution: Unified

multichannel agent inbox

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Driving Employee Engagement through New Initiatives

Incentives• Skills-acquisition opportunities are a reward!• Gamification + automated learning = agent satisfaction

Tools for collaboration• Allow agents to reach into the enterprise for help, insight, answers

Analytics • When every customer is different, measuring success is harder and

more important to agent feedback

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Metric Successful impacts

Average handle time• Agents located data faster for more accurate answers• Shorter calls• Improved productivity and FCR

Agent training time• Shorter training cycles for new hires • Fewer logins to remember create an easier onramp

Customer satisfaction• More personalized service• Customers spend less time speaking with uninformed agents• Reduced customer effort and friction

Employee engagement• Agents can handle more complex multithreaded interactions• Lower turnover due to lower burnout rates

Why We Need a Smarter, Streamlined, Integrated Experience

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Best Practices to Help Agents Create CEO MomentsPush decisions to the lowest practical level

Educate agents on company goals, not just cc goals

Deliver the agent the right info at the right time in the right format on the right device

Help agents switch channels as deftly as customers do

Use technology to reduce customer friction: smarter agent desktops, visual IVR, skills-based routing

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17© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

TECHNOLOGY KEYS TO DRIVING EMPLOYEE ENGAGEMENT

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PROVIDE ACCURATE OMNICHANNEL WORKFORCE PLANNING

Can’t see the forest for the

trees?

Identify and fix channel silos

A better view!Accurate

omnichannel, multi-site, multi-

schedule planning and

routing

“Satisfied” might not mean “Engaged”

Give your people some ownership

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PERSONALIZE AND SIMPLIFY THE EXPERIENCE

Make it Easy for Employees to Provide the Best Service Possible; Improve FCR & Reduce Costs

Pay my billCheck my balanceChange my plan

Hi, I see you’re interested in changing your plan…

◉ Identify people and reason for contact before engaging

◉ Offer self-service based on what they have been trying to do (i.e. via the website)

◉ If needed provide the right resource via the most appropriate channel to help resolve the issue

◉ AND…provide employee full context so they can engage and TAKE CHARGE!

20© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary20

PROVIDE VARIETY AND THE RIGHT RESOURCE MATCHING

Workforce Routing

Routed tothe right agent

at the right time, on the right shift.

80% - 20 sec

3 hours

1 hour

6 hours

2 min

Engine

Global Universal Queue

212121

OBJECTIVELY EVALUATE ALL CONVERSATIONS

A good interaction analytics-driven evaluation process yields benefits: ◉ 100% of interactions across all channels can be evaluated◉ Removes subjectivity from the evaluation process◉ Automates the identification of bottlenecks◉ Automatically discovers emerging trends

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Assess and Improve Employee Capabilities

1. Identify Skills DNA of Top Performers

2. Compare against other agents

3. Target training and development

ASSESS BEHAVIORS AND LEARN

Results for Agent B Results for Agent C

232323

PROVIDE PERSONALIZED COACHING AND LEARNING

AHTCSAT

FCRSales

AirTravel

BillingIssue

Website Issues Refund

242424

◉ Single interface to manage your customer’s journey across all channels ◉ Real-time, two-way omnichannel interactions ◉ Immediate access to supervisors and experts◉ Customer insight and history ◉ Knowledge embedded ◉ Agent scripting◉ One-touch access◉ Easy integrations ◉ Embedded supervisory functions ◉ Web-based capability

ENABLE OMNICHANNEL ENGAGEMENT AT THE DESKTOP

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SHOW THEM HOW THEY’RE DOING

◉ Provide employees additional direct feedback/survey results for continual improvement – right at their desks!

◉ Customer receives survey link via SMS◉ Customer clicks link to start Visual IVR◉ Customer easily completes survey ◉ In event of poor score, customer is

offered option to speak to an agent

Please rate your experience …

Ensure your employees understand how they’re performing as they go

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With reliable workforce planning capabilities employees can essentially identify and fill their own knowledge gaps; Telenor is realizing some spectacular results. “A return on our Genesys investment in just one month” – Torhild Torgersen Hage / Telenor

REALIZING IMPRESSIVE RESULTS

20%

RECOMMENDED

+38

SALES ROI

POINTS 1 MONTHNPS

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THE KEYS TO DRIVE TOMORROW’S SUCCESS

◉ “Traditional” WFO is no longer enough.◉ Expectations are evolving – both for the

customer and for the employee.◉ Embracing new employee engagement

strategies is critical to provide the “Experience Generation” with extraordinary experiences.

◉ Technology can help you get there!

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GET ADDITIONAL RESOURCES

Contact Center Employee Engagement Playbook

Watch the Demo: Omnichannel Agent Desktop

ICMI Trend Report: Improving Employee Engagement in the Contact Center

◉ For more information, visit www.genesys.com