CE43/Canonical - Revision history

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

2021-03-31T15:30:42Z

USC: Updated HLF embed code

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

2021-02-15T16:11:02Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:19, July 31, 2020

2020-07-31T12:19:05Z

Shlandy93 at 15:06, June 17, 2020

2020-06-17T15:06:02Z

Shlandy93 at 15:00, June 17, 2020

2020-06-17T15:00:50Z

Shlandy93 at 15:14, May 27, 2020

2020-05-27T15:14:09Z

Bgrenon: 1 revision imported

2020-03-26T15:34:46Z

1 revision imported

smart_wiki>PLeprieult at 12:23, November 28, 2018

2018-11-28T12:23:57Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Web Survey
|Subtitle=TBD
}}
{{SMART Canonical
|PlatformChallenge=Challenge
|PlatformSolution=Solution
}}

@@ Line 19: / Line 19: @@
 *Offer self-service and callback options
 *When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/7944e333-8920-4426-a364-6cae15df9198/0
+|HighLevelFlowLucid=7944e333-8920-4426-a364-6cae15df9198
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Operations
 |QualifyingQuestions=#How easy is it for your customers to get repetitive or easy issues fixed the first time they call?

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
-|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Operations
+|PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, someone who can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience.
-|QualifyingQuestions=#How easy is it for your customers to get repetitive or easy issues fixed the first time they call?
+|PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls either to the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option.
 |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
 *Missed service levels and increased abandons, within or across channels, due to long handle times with customers having to recap previous interactions causing customer dissatisfaction
@@ Line 28: / Line 20: @@
 *When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/7944e333-8920-4426-a364-6cae15df9198/0
 }}
 {{SMART Benefits
@@ Line 38: / Line 38: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Shorter wait times, callback options, and quicker call resolutions deliver value and improve your customer’s experience.
 }}

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
-|ID=
+|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Operations
 |PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, and someone that can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience.
 |PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to either the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option.
@@ Line 21: / Line 28: @@
 *When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/7944e333-8920-4426-a364-6cae15df9198/0
 }}
 {{SMART Benefits

@@ Line 9: / Line 9: @@
 |ID=
 |PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, and someone that can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience.
-|PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to either the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option when the right agent becomes free.
+|PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to either the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option.
 |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
 *Missed service levels and increased abandons, within or across channels, due to long handle times with customers having to recap previous interactions causing customer dissatisfaction

@@ Line 8: / Line 8: @@
 {{SMART Canonical
 |ID=
-|PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, and someone that can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience and as a result, a dissatisfied customer
+|PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, and someone that can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience.
-|PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to either the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option when the right agent becomes free, rather than the alternative of remaining on hold for assistance.
+|PlatformSolution=Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls to either the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option when the right agent becomes free.
 |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
 *Missed service levels and increased abandons, within or across channels, due to long handle times with customers having to recap previous interactions causing customer dissatisfaction

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=CE
-|Solution=Digital
+|Solution=Inbound
-|Title=Genesys Web Survey
+|Title=Genesys Personalized Routing with Callback
-|Subtitle=TBD
+|Subtitle=Route voice interactions to the best skilled resource with personalization and callback option
 }}
 {{SMART Canonical
-|PlatformChallenge=Challenge
+|ID=
-|PlatformSolution=Solution
+|PlatformChallenge=When customers call you, they want to speak with someone familiar with your company, and someone that can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience and as a result, a dissatisfied customer
 }}

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