top 10 strategies for modernizing workforce optimization

TOP 10 Strategies for Modernizing Workforce OptimizationeBook

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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

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Integrate Your ACD and Your Planning Tool

Capture the Entire Customer Journey

Implement Unified Reporting

Empower Agents with Information

Use Analytics-Driven Quality Management

Automatically Monitor Compliance

Automate Skills Assessment

Use Real-World Examples for Training

Automate Training Management

Introduce Analytics-Driven Workforce Optimization

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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.







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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







Front Office

Back Office

Inbound

Outbound

Self-service

The Web

Branch Office

Mobile App

DISTRIBUTE

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INTEGRATE YOUR ACD AND YOUR PLANNING TOOL







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.

ResultsImproved First Contact Resolution by 6% with Industry-Leading CSAT


Genesys Case Study: DNB• Largest financial services group in Norway

• 1.6 million internet banking customers

“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







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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.







MobileApp

Website

ContactCenter

Branch

Direct toExpert

Back Office

Sign Up Welcome Provision First Bill

Transfer


ON-BOARDING JOURNEY







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.

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IMPLEMENT UNIFIED REPORTING

Multi-Channel Interaction Data

Workforce Performance Data

Enterprise Data (CRM/ERP, etc.)

Single Reporting Presentation Layer







EMPOWER AGENTS WITH INFORMATION4

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.








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: TelecommunicationsLines 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%)

USE ANALYTICS-DRIVEN QUALITY MANAGEMENT5

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.

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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.

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AUTOMATING SKILLS ASSESSMENT

Assess Knowledge Correlate ResultsTrack Progress

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







USE REAL-WORLD EXAMPLES FOR TRAINING8

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.








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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

AUTOMATING TRAINING MANAGEMENT







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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

“This is the third time I’ve called”

Auto-TriggeredWorkflows

EventDetection

ConversationProcessing

Call Recordings

Interactions

KnowledgeAssessments

StatisticalAnalysis

CustomerFeedback

PLAN

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IN

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DIS

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WorkforceOptimization







START MODERNIZING YOUR WFO STRATEGY TODAYEvolving 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”


http://go.genesys.com/1015-NALATAM_WFO-Modernization_Registration-Page.html?cid=701U0000000VvjC

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Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.

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