https://all.docs.genesys.com/index.php?action=history&feed=atom&title=CE25%2FCanonical 2026-05-17T12:50:22Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=CE25/Canonical&diff=37341&oldid=prev 2020-04-01T12:16:45Z

<p></p> <table class="diff diff-contentalign-left" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">Revision as of 12:16, April 1, 2020</td> </tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l39" >Line 39:</td> <td colspan="2" class="diff-lineno">Line 39:</td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>{{SMART Benefits</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>{{SMART Benefits</div></td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>|CanonicalBenefitID=Improved <del class="diffchange diffchange-inline">Customer Experience</del></div></td><td class='diff-marker'>+</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>|CanonicalBenefitID=Improved <ins class="diffchange diffchange-inline">Net Promoter Score</ins></div></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|CanonicalBenefit=Proactively helping customers reduces their frustration and increases satisfaction scores.</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|CanonicalBenefit=Proactively helping customers reduces their frustration and increases satisfaction scores.</div></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td></tr> </table>

Shlandy93 https://all.docs.genesys.com/index.php?title=CE25/Canonical&diff=153&oldid=prev 2018-08-22T18:18:17Z

<p>1 revision imported</p> <table class="diff diff-contentalign-left" data-mw="interface"> <tr class="diff-title" lang="en"> <td colspan="1" style="background-color: #fff; color: #222; text-align: center;">← Older revision</td> <td colspan="1" style="background-color: #fff; color: #222; text-align: center;">Revision as of 18:18, August 22, 2018</td> </tr><tr><td colspan="2" class="diff-notice" lang="en"><div class="mw-diff-empty">(No difference)</div> </td></tr></table>

Bgrenon https://all.docs.genesys.com/index.php?title=CE25/Canonical&diff=152&oldid=prev 2018-07-18T18:13:22Z

<p></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |SolutionCategory=CE<br /> |Solution=Digital<br /> |Title=Genesys Proactive Callback for Customer Service<br /> |Subtitle=Improve customer conversions by offering a callback<br /> }}<br /> {{SMART Canonical<br /> |PlatformChallenge=Customers come to your website for help, but sometimes they get lost or stuck in when completing a self-service task. This causes frustration and a sense of abandonment, leaving customers feeling unsatisfied or even angry. If they then call you, it also increases your workload and your costs.<br /> |PlatformSolution=Proactively offer customers a callback based on their behavior on your website. You can offer callbacks in those areas where customers struggle, but only when you have staff available. This enables you to help your customers navigate customer service issues or complete tasks without needing to start from scratch.<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ef500c53-bb4d-44aa-b693-67ac619d5e6c/0<br /> |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service<br /> |QualifyingQuestions=# Do you monitor customer online behaviors?<br /> # Can you proactively online customers callbacks based on their website behavior?<br /> # Can you offer these callbacks based on your agent availability?<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer is trying to update address details online<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer is right in the middle of the update but finds they cannot proceed due to error<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The system detects that customer is struggling to complete update and needs assistance<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer receives a proactive invite to connect<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer expects to be connected to an agent with appropriate skills and get real-time assistance<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agent availability is determined<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Context is passed to the agent and the interaction is handle<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agent dials call and is connected to customer<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Customer Experience<br /> |CanonicalBenefit=Proactively helping customers reduces their frustration and increases satisfaction scores.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Handle Time<br /> |CanonicalBenefit=Helping customers to complete their task stops you needing to start it over again.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Volume of Interactions<br /> |CanonicalBenefit=Calling customers back reduces your inbound calls.<br /> }}</div>

Shlandy93