CE03 - Titles and Canonical Info

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Important
This information is shared by CE03 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Callback

Offer callback to queuing callers

Customer Engagement

Inbound

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: When callers wait in long queues, customer frustration with your brand goes up right along with your abandonment rate. However, always keeping staff at peak performance level is costly and inefficient. You need a way to distribute calls during peak times to meet your service levels and keep callers happy.

Platform Solution: An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience By offering an option to avoid long hold times, you show that you value the customer’s time.
Improved First Contact Resolution Enable companies to improve customer experience by providing wait time information and call back functionality. Savings from dynamic callback may reduce incoming follow-up call volume related to incoming follow-up or repeat calls.
Reduced Interaction Abandonment Reduction in callers who abandon while waiting in the queue, then call in again later. Dynamic Voice Callback reduces abandons, reduces time formerly spent waiting in queue before abandoning.

High Level Flow

High Level Flow Steps

  1. A customer decides to call the company
  2. Wait time is longer than the pre-defined threshold
  3. Provide wait time and option for callback
  4. Customer chooses callback
  5. Customer receives callback
  6. Customer is connected to a skilled agent

Data Sheet Image

CE21 - genesys click to call - header (2).png

Canonical Sales Content

Personas

  • Chief Information Officer
  • Contact Center Supervisor / Manager
  • Head of Customer Experience


Qualifying Questions

  1. What is your abandonment rate during peak periods of activity?
  2. What alternatives do you offer customers who've been on hold a while?
  3. What does it cost you to maintain staff levels for high-activity times versus less active times?

Pain Points (Business Context)

  • Long queue times lead to abandons and missed service levels
  • High staffing costs in order to have resources available for peak periods
  • Unable to obtain view of operational performance through reporting & analytics
  • Customer dissatisfaction with long waits and lack of options

Desired State - How to Fix It

  • When caller requests agent assistance from IVR, the queue times are dynamically checked
  • When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
  • Caller can choose to accept or reject the callback option
  • When accepted, the callback is registered in the queue
  • When the callback reaches the top of the queue, it is assigned to an available agent.


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