CE01/Canonical - Revision history

Shane.landy@genesys.com at 16:19, March 29, 2021

2021-03-29T16:19:07Z

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T15:46:42Z

USC: Updated benefits to align with calculators

Bgrenon: 1 revision imported

2020-03-26T15:34:41Z

1 revision imported

smart_wiki>Shlandy93 at 17:14, March 23, 2020

2020-03-23T17:14:09Z

Shlandy93 at 18:18, March 6, 2020

2020-03-06T18:18:33Z

Shlandy93 at 15:23, February 14, 2020

2020-02-14T15:23:37Z

Shlandy93 at 14:08, February 10, 2020

2020-02-10T14:08:54Z

Shlandy93 at 09:52, February 10, 2020

2020-02-10T09:52:41Z

Shlandy93 at 19:01, February 6, 2020

2020-02-06T19:01:02Z

Shlandy93 at 15:31, February 3, 2020

2020-02-03T15:31:01Z

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale.
 |PlatformSolution=Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.
-|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts
+|PainPoints=*Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts
-* High staffing costs to meet service levels
+*High staffing costs to meet service levels
-* Inefficient use of agents who are responding to simple inquiries or requests
+*Inefficient use of agents who are responding to simple inquiries or requests
-* Inability to use context of previous interactions to optimize each customer call
+*Inability to use context of previous interactions to optimize each customer call
 <br />
-|DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
+|DesiredState=*Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
-* As customers wait in queue, remove skill requirements to expand the pool of available agents
+*As customers wait in queue, remove skill requirements to expand the pool of available agents
-* Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
+*Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
 <br />
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8ac2b6a1-e316-4f2f-92b5-9c157029e698/0
+|HighLevelFlowLucid=8ac2b6a1-e316-4f2f-92b5-9c157029e698
 |BuyerPersonas=Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
 |QualifyingQuestions=1.     How easy is it for your customers to get repetitive or easy issues fixed?

@@ Line 62: / Line 62: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=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
 }}
 __NOINDEX__

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale.
 |PlatformSolution=Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8ac2b6a1-e316-4f2f-92b5-9c157029e698/0
 |BuyerPersonas=Head of Customer Experience, Head of Customer Service, Head of Marketing Operations

@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Business Outcome Resolution
+|CanonicalBenefitID=Increased Revenue
 |CanonicalBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Transfers
-|CanonicalBenefit=Matching the caller with the representative best equipped to help reduces call duration and costs.
+|CanonicalBenefit=Reduce the need for help or transfers by routing interaction to most qualified resource.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences.
+|CanonicalBenefit=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
 }}
 __NOINDEX__

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
 |QualifyingQuestions=1.     How easy is it for your customers to get repetitive or easy issues fixed?
@@ Line 17: / Line 20: @@
 .     What service level issues are you experiencing?
 |DataSheetImage=CE01_CE09 -header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Increased Revenue
+|CanonicalBenefitID=Improved Business Outcome Resolution
 |CanonicalBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Handle Time
+|CanonicalBenefitID=Reduced Transfers
 |CanonicalBenefit=Matching the caller with the representative best equipped to help reduces call duration and costs.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences.
 }}
 __NOINDEX__

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)