WF02 - Titles and Canonical Info

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Important
This information is shared by WF02 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 Interaction Analytics

Achieve deeper operational insights with speech and text analytics improving agent and customer experiences while enforcing compliance and legal responsibilities.

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals? Most customer requests and issues follow consistent patterns, but you still need people to make sense of their language to respond.

Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job.

Platform Solution: Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending. AI transcription of voice, combined with text interactions in all channels, identifies keywords and phrases along with customer context to improve responses.

Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.

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 Measure customer sentiment at both the start and end of calls to understand how factors outside the contact center affect customer experience. Increase the speed at which the need for improvements can be identified and acted upon.
Improved Employee Utilization Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
Reduced Penalties and Fines Measuring agent-level compliance with company and legal requirements reduces systematic risk of compliance failures and associated costs.

High Level Flow

High Level Flow Steps

  1. A customer initiates an interaction with the company
  2. KPI workshop
  3. Professional success discovery workshop
  4. GIA measurements and reports are built
  5. Improvement analysis solution implementation
  6. Performance improvement is tracked

Data Sheet Image

CE09 - genesys ivr personalization - header (2).png

Canonical Sales Content

Personas

  • Chief Data Officer
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Are you recording a portion or all of your voice calls and digital interactions?
  2. If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?
  3. How are you identifying patterns of requests and issues on your current channels
  4. Do you think your teams are finding new or changing customer issues fast enough to respond proactively (before they snowball)?
  5. How do you find the best practices that your teams are naturally developing so they can be shared or used for training?
  6. Can you keep up with your monitoring goals?
  7. Do you think your teams are following through on coaching from quality monitoring
  8. Do you feel ‘at risk’ sometimes because you aren’t monitoring every call

Pain Points (Business Context)

  • Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score.
  • Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources.
  • Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues.
  • Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made.
  • Poor, disappointing or ineffective customer service or customer service experiences.
  • Inability to distinguish between performance of agents and effectiveness of Customer Service strategies
  • Contention/ disagreement/ conflicting opinions on what is or is not effective either in terms of CX or Customer Service strategies or agent behavior
  • Loss or risk of loss due to non-compliance
  • Inability to validate or demonstrate compliance
  • Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources

Desired State - How to Fix It

  • Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
  • Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
  • A/B testing of Customer Service strategies and agent behavior used to determine most effective approaches
  • Rapid iteration of customer engagement strategies to be more effective
  • Objective quantification of benefits in using Interaction Analytics for service improvement
  • Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
  • Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served


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