CE03/Canonical - Revision history

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-29T17:11:52Z

USC: Updated HLF embed code

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

2021-02-15T15:48:27Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Updated Canonical Benefits

2020-12-09T15:30:09Z

UCC: Updated Canonical Benefits

Shlandy93 at 10:18, May 29, 2020

2020-05-29T10:18:24Z

Shlandy93 at 09:43, March 31, 2020

2020-03-31T09:43:21Z

Bgrenon: 1 revision imported

2020-03-26T15:34:39Z

1 revision imported

smart_wiki>Shlandy93 at 17:27, March 23, 2020

2020-03-23T17:27:29Z

Shlandy93 at 11:27, March 10, 2020

2020-03-10T11:27:15Z

Shlandy93 at 09:32, October 14, 2019

2019-10-14T09:32:48Z

Bgrenon: 1 revision imported

2018-08-22T18:18:23Z

1 revision imported

@@ Line 18: / Line 18: @@
 *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.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/9481a37b-caa7-4c20-a48e-39edb798ce22/0
+|HighLevelFlowLucid=9481a37b-caa7-4c20-a48e-39edb798ce22
 |BuyerPersonas=Chief Information Officer, Contact Center Supervisor / Manager, Head of Customer Experience
 |QualifyingQuestions=# What is your abandonment rate during peak periods of activity?

@@ Line 44: / Line 44: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=By offering an option to avoid long hold times, you show that you value the customer’s time.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=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.
 |PlatformSolution=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.
@@ Line 53: / Line 52: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Volume of Interactions
+|CanonicalBenefitID=Improved First Contact Resolution
 |CanonicalBenefit=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.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=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.
 |PlatformSolution=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.
@@ Line 49: / Line 50: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Interaction Abandonment
 |CanonicalBenefit=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.
 }}
 {{SMART Benefits

@@ Line 8: / Line 8: @@
 |PlatformChallenge=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.
 |PlatformSolution=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.
-|PainPoints=* Long queue times lead to abandons and missed service levels
+|PainPoints=*Long queue times lead to abandons and missed service levels
-* High staffing costs in order to have resources available for peak periods
+*High staffing costs in order to have resources available for peak periods
-* Unable to obtain view of operational performance through reporting & analytics
+*Unable to obtain view of operational performance through reporting & analytics
-* Customer dissatisfaction with long waits and lack of options
+*Customer dissatisfaction with long waits and lack of options
-|DesiredState=* When caller requests agent assistance from IVR, the queue times are dynamically checked
+|DesiredState=*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
+*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
+*Caller can choose to accept or reject the callback option
-* When accepted, the callback is registered in the queue
+*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.
+*When the callback reaches the top of the queue, it is assigned to an available agent.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/9481a37b-caa7-4c20-a48e-39edb798ce22/0
 |BuyerPersonas=Chief Information Officer, Contact Center Supervisor / Manager, Head of Customer Experience
@@ Line 44: / Line 44: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=By offering an option to avoid long hold times, you show that you value the customer’s time.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Information Officer, Contact Center Supervisor / Manager, Head of Customer Experience
 |QualifyingQuestions=# What is your abandonment rate during peak periods of activity?
 # What alternatives do you offer customers who've been on hold a while?
 # What does it cost you to maintain staff levels for high-activity times versus less active times?
 }}
 {{SMART DataSheetFlow
@@ Line 24: / Line 25: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Customer chooses callback, and selects convenient option
+|Flow=Customer chooses callback
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)