CE05/Canonical - Revision history

Shlandy93 at 12:06, April 1, 2020

2020-04-01T12:06:01Z

Bgrenon: 1 revision imported

2020-03-26T15:34:43Z

1 revision imported

smart_wiki>Shlandy93 at 15:23, June 18, 2019

2019-06-18T15:23:18Z

Bgrenon: 1 revision imported

2018-08-22T18:18:36Z

1 revision imported

Shlandy93 at 18:51, July 18, 2018

2018-07-18T18:51:04Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Inbound
|Title=Genesys Preferred Agent Routing
|Subtitle=Identify and route repeat contacts across channels
}}
{{SMART Canonical
|PlatformChallenge=With rapidly increasing amounts of interaction, it is hard for companies to recognize the most urgent customer requests and give them the right priority. This leads to customer frustration and higher operational costs. With a modern customer experience platform, this doesn’t have to be so difficult.
|PlatformSolution=Manage urgent conversations by considering context and history across all channels, and by increasing the routing priority of interactions or reaching out proactively to the customer.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/00e4ff88-0e23-4a50-99cf-dbac7d9e423f/0
|BuyerPersonas=Chief Data Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# How does your company know that the current caller has made multiple failed attempts to contact you within X timeframe?
# How do you manage repeat contacts from the same customer within X timeframe?
# Do they get a higher priority?
}}
{{SMART DataSheetFlow
|Flow=Customer attempts to contact a company multiple times
}}
{{SMART DataSheetFlow
|Flow=Customer makes yet another attempt
}}
{{SMART DataSheetFlow
|Flow=Business rules drive special handling of contact
}}
{{SMART DataSheetFlow
|Flow=Contact given high priority, and distributed with full context
}}
{{SMART DataSheetFlow
|Flow=Business Rules trigger proactive contact with follow-up information
}}
{{SMART DataSheetFlow
|Flow=The customer issue is completely resolved
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Use enhanced context and preempt repeat inbound contacts by proactively providing information.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Route to an expert with full context, or proactively contact the customer when applicable.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Reduce churn and boost retention through nurturing — giving repeat contacts a higher priority level.
}}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Data Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# How does your company know that the current caller has made multiple failed attempts to contact you within X timeframe?
@@ Line 11: / Line 14: @@
 # Do they get a higher priority?
 |DataSheetImage=CE05 - genesys preferred agent routing - header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 38: / Line 38: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Route to an expert with full context, or proactively contact the customer when applicable.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 18:18, August 22, 2018
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