View table: SMART_Benefits
Table structure:
- CanonicalBenefitID - String
- CanonicalBenefit - Wikitext
- UCBenefitID - String
- UCBenefit - Wikitext
This table has 693 rows altogether.
Page | CanonicalBenefitID | CanonicalBenefit | UCBenefitID | UCBenefit |
---|---|---|---|---|
BO01/Canonical | Improved Customer Experience | Speed access to automation of work assignments and priorities to consistently meet service levels. | ||
BO01/Canonical | Improved Employee Utilization | Quickly get work into the hands of available staff to increase productivity. | ||
BO01/Canonical | Reduced Employee Attrition Rate | Get up and running quickly so you can employ business rules to ensure staff are treated fairly. | ||
BO02-Email/Canonical | Improved Customer Experience | Create a single task list that is prioritized and worked to meet service levels | ||
BO02-Email/Canonical | Improved Employee Attrition Rate | Apply business rules to multiple work items to ensure staff are assigned the right tasks, fairly. (Genesys Multicloud CX only) | ||
BO02-Email/Canonical | Improved Employee Utilization | Automate the assignment of a variety of tasks to available staff to increase productivity | ||
BO02/Canonical | Improved Employee Utilization | Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity. | ||
BO02/Canonical | Increased Revenue | Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates. | ||
BO02/Canonical | Reduced Employee Attrition | Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only) | ||
BO03/Canonical | Improved Customer Experience | Constantly prioritize, monitor and, if needed, escalate tasks in work bins to meet service levels. | ||
BO03/Canonical | Improved Employee Utilization | Apply business rules to consistently feed tasks to work bins to keep staff busy. | ||
BO03/Canonical | Improved First Contact Resolution | Group tasks so employees that pick them are able to address the customer’s issue the first time. | ||
BO04/Canonical | Improved Customer Experience | Personalize work item distribution based on customer context to help people faster. | ||
BO04/Canonical | Improved Employee Utilization | More intelligently distribute tasks to available staff to increase productivity. | ||
BO04/Canonical | Reduced Interaction Transfers | Use customer information to route work to the right resources the first time. | ||
BO06/Canonical | Improved First Contact Resolution | AI models can optimize for specific KPIs such as FCR by using outcome prediction to match customers to the agent most likely to resolve their query. | ||
BO06/Canonical | Increased Revenue | AI is used to match customers to the best agent to deliver the best customer experience, which increases brand loyalty and reduces churn to grow customer lifetime value. | ||
BO06/Canonical | Reduced Handle Time | Matching customers to the best agent to solve their query optimizes contact center resources by reducing average handle time. | ||
BO07/Canonical | Improved First Contact Resolution | Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to identify and understand anomalies. This can improve FCR. | ||
BO07/Canonical | Increased Revenue | Manage resources to optimal service levels to increase revenue and improve business outcomes. | ||
BO07/Canonical | Reduced Administration Costs | Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to identify and understand anomalies This reduces labor costs. | ||
BO11/Canonical | Improved Customer Experience | Delivery of committed tasks on time and providing better quality answers due to better matching skills | ||
BO11/Canonical | Improved Insights and Visibility | Providing additional case and task information to gain insights and visibility into the performance across the end to end process. | ||
BO11/Canonical | Reduced Penalties and Fines | Drive work to be resolved prior to breaching the service level, legal, operational or contractural obligations and optimize the use of your resources | ||
CE01/Canonical | Improved Customer Experience | Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score | ||
CE01/Canonical | Increased Revenue | The ability to route a sales call to the best skilled sales representative increases sales conversions | ||
CE01/Canonical | Reduced Transfers | Reduce the need for help or transfers by routing interaction to most qualified resource. | ||
CE02/Canonical | Improved Customer Experience | Recognizing a customer and reducing their effort leads to improved satisfaction scores. | ||
CE02/Canonical | Increased Revenue | Using value-based routing and prioritization of repeat callers helps you to increase revenue. | ||
CE02/Canonical | Reduced Handle Time | Matching a customer with their previous or best equipped agent, with context, reduces handle time. | ||
CE03/Canonical | Improved Customer Experience | By offering an option to avoid long hold times, you show that you value the customer’s time. | ||
CE03/Canonical | 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. | ||
CE03/Canonical | 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. | ||
CE04/Canonical | Improved Customer Experience | Increased first call resolution rate and improved Net Promoter Score. Use priority tuningto gradually increase priority levels over timeto ensure that customer calls are handledwithin their service level | ||
CE04/Canonical | Improved Employee Utilization | Route Skype for Business voice interactions to the best-fit agent to handle requests. Use a virtualized agent pool to maximize resources. | ||
CE04/Canonical | Increased Revenue | Increase revenue by properly routing Skype for Business calls to agents who are best at cross-selling and up-selling. | ||
CE05/Canonical | Improved Net Promoter Score | Route to an expert with full context, or proactively contact the customer when applicable. | ||
CE05/Canonical | Increased Revenue | Reduce churn and boost retention through nurturing — giving repeat contacts a higher priority level. | ||
CE05/Canonical | Reduced Handle Time | Use enhanced context and preempt repeat inbound contacts by proactively providing information. | ||
CE07/Canonical | Improved Customer Experience | Proactively recognizing — even greeting — your callers helps improve the customer experience. | ||
CE07/Canonical | Reduced Handle Time | Self-service identifies the customer automatically based on their caller ID or other identifier. This information is passed to the agent and eliminates the need for callers to repeat themselves. | ||
CE07/Canonical | Reduced Interaction Abandonment | Certain self-service tasks require a solid means of authentication. If a caller cannot be adequately identified, the call will likely end up waiting for an agent to be available. | ||
CE08/Canonical | Improved Customer Experience | Offer customers the option of agent-assisted or fully automated phone payments. | ||
CE08/Canonical | Increased Revenue | Improve the accuracy and efficiency of payments by phone. | ||
CE08/Canonical | Reduced Penalties and Fines | Reduce the risk of fraud-related penalties or data breach. | ||
CE09/Canonical | Improved Containment Rate | Help customers service themselves quickly and easily so they don’t want to speak to an agent. | ||
CE09/Canonical | Improved Customer Experience | Personalize the self service experience to make it fast and effortless. | ||
CE09/Canonical | Improved First Contact Resolution | Use dynamic menus for self service options, and transfers, to resolve issues the first time. | ||
CE10/Canonical | Improved Customer Experience | Enables users to complete tasks faster and more efficiently. | ||
CE10/Canonical | Improved First Contact Resolution | Present users with personalized menus and options based on context. | ||
CE10/Canonical | Reduced Handle Time | Capturing complex information visually will reduce IVR dropouts and increase self-service. | ||
CE11/Canonical | Improved Conversion Rates | Conversion rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context | ||
CE11/Canonical | Improved Employee Utilization | Ensure that agents are utilized to the fullest extent — not idle, waiting for work. | ||
CE11/Canonical | Reduced Customer Churn | Provide proactive engagements for customer renewals or cross-sell. | ||
CE12/Canonical | Improved Net Promoter Score | Strengthen customer relationships and loyalty with proactive, context-rich communications. | ||
CE12/Canonical | Increased Revenue | Increase in response rate including renewals and activations. | ||
CE12/Canonical | Reduced Volume of Interactions | Contacting customers proactively via an SMS or Email message will reduce the volume of inbound interactions handled by agents. | ||
CE13/Canonical | Improved Employee Utilization | An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources. | ||
CE13/Canonical | Increased Revenue | Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels | ||
CE13/Canonical | Reduced Volume of Interactions | Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents | ||
CE14/Canonical | Improved Customer Experience | 75% of customers have improved experiences after receiving timely and helpful updates. | ||
CE14/Canonical | Increased Response Rates | 5% improvement in NPS scores. | ||
CE14/Canonical | Reduced Customer Churn | 40% of companies see higher satisfaction due to proactive customer communication. | ||
CE16/Canonical | Improved Customer Experience | Customers enjoy a faster, more personalized experience through their preferred channel. | ||
CE16/Canonical | Improved First Contact Resolution | Routing emails to the best-fit agent ensures the right skills for faster resolution. | ||
CE16/Canonical | Reduced Handle Time | Email automation tools increase agent productivity for faster handling of email interactions. | ||
CE17/Canonical | Increased Revenue | Improve revenue through recognizing and escalating opportunities | ||
CE17/Canonical | Reduced Handle Time | Improve average handling time by providing agents with suggested responses. | ||
CE17/Canonical | Reduced Volume of Interactions | Reduce volume of interactions handled by agents by deflecting to automated responses. | ||
CE18/Canonical | Improved First Contact Resolution | Routing chats to the best-fit agent ensures the right skills for faster resolution. | ||
CE18/Canonical | Increased Revenue | Live chat during the buying process can improve conversion rates and reduce cart abandonment. | ||
CE18/Canonical | Reduced Handle Time | Routing chats to the best-fit agent assures the right skills for faster resolution. | ||
CE19/Canonical | Improved Customer Experience | Provide consistent CX across social networks by providing agents customer info and social context. | ||
CE19/Canonical | Improved Employee Utilization | Deliver interactions to the best available resource with escalation to other channels when needed. | ||
CE19/Canonical | Increased Revenue | Increase revenue and reduce customer churn with improved resolution of business outcome. | ||
CE20/Canonical | Improved Customer Experience | Increase satisfaction by using context and rules to reduce effort and personalize interactions. | ||
CE20/Canonical | Increased Revenue | Improve up-sell and cross-sell conversion rates by routing to the best skilled agent. | ||
CE20/Canonical | Reduced Handle Time | Determine intent and identity, and use context data and journey info to route requests to the best agent. | ||
CE21/Canonical | Improved First Contact Resolution | Click-to-call within the website or app reduces customer effort and connects the customer with the company creating a seamless and provides an enjoyable experience. | ||
CE21/Canonical | Increased Revenue | Increase online sales conversions as the customers can readily get help at the point of purchase. Remove barriers to buy and optimize campaigns to increase sales. | ||
CE21/Canonical | Reduced Handle Time | Connecting callers to the best-fit agent with context, results in more efficient call handling. Give agents greater digital context to speed resolution. | ||
CE22/Canonical | Improved Customer Experience | Offer a return call instead of waiting on hold and prove that you value customers’ time. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time. | ||
CE22/Canonical | Increased Revenue | Offer another channel to complete the online sales process. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time. | ||
CE22/Canonical | Reduced Handle Time | Customer Context Data is collected and passed to the agent, thus shortening interaction times shortened due to agent knowing subject matter of request in advance. Agents can review relevant context prior to completing the callback. | ||
CE23/Canonical | Improved Customer Experience | Understand behaviors on web and mobile to provide the foundation for a better experience. | ||
CE23/Canonical | Increased Revenue | Discover insights on customers intent and propensity to buy. | ||
CE23/Canonical | Reduced Interaction Abandonment | Reduce web and mobile abandonment by engaging customers on those channels. | ||
CE24/Canonical | Improved Employee Utilization | Agents can manage multiple chat interactions, with journey context, which results in improved productivity. | ||
CE24/Canonical | Improved First Contact Resolution | Based on customer journey, route to the best skilled agent with full context, which can improve FCR. | ||
CE24/Canonical | Increased Revenue | By proactively offering a chat based on customer journeys, you can increase online conversions. | ||
CE25/Canonical | Improved Net Promoter Score | Proactively helping customers reduces their frustration and increases satisfaction scores. | ||
CE25/Canonical | Reduced Handle Time | Helping customers to complete their task stops you needing to start it over again. | ||
CE25/Canonical | Reduced Volume of Interactions | Calling customers back reduces your inbound calls. | ||
CE27/Canonical | Improved First Contact Resolution | Quickly grasp the customer's issue and provide contextual support. | ||
CE27/Canonical | Improved Net Promoter Score | Provide proactive agent-assisted service; actively guide your customer to a solution. | ||
CE27/Canonical | Reduced Handle Time | Leverage annotations, comments and browser control to aid quick resolution. | ||
CE28/Canonical | Improved Customer Experience | Consolidate online help in an easily accessible repository with the most relevant search results. | ||
CE28/Canonical | Reduced Handle Time | Equip agents with comprehensive and context-sensitive help information. | ||
CE28/Canonical | Reduced Volume of Interactions | Proactively offer customers knowledge articles and the ability to self-serve. | ||
CE29/Canonical | Improved Employee Utilization | Combine text messaging with automated responses to boost agent productivity. |