EE09/Canonical - Revision history

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

2021-04-01T10:13:53Z

USC: Updated HLF embed code

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

2021-02-15T16:37:14Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:25, April 1, 2020

2020-04-01T12:25:38Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

smart_wiki>Shlandy93 at 12:42, March 24, 2020

2020-03-24T12:42:53Z

Shlandy93 at 15:16, January 15, 2020

2020-01-15T15:16:55Z

Bgrenon: 1 revision imported

2018-08-22T18:18:37Z

1 revision imported

Shlandy93 at 17:08, July 19, 2018

2018-07-19T17:08:33Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Quality Management
|Subtitle=Improve employee performance with quality management
}}
{{SMART Canonical
|PlatformChallenge=Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions, and then generate the results in a consistent and automated manner.
|PlatformSolution=Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you’re strong and where you could improve.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/028c1243-e486-4215-aa96-178b988f51f4/0
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
|QualifyingQuestions=# How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?
# How does your quality team select which interactions to evaluate?
# How do you currently aggregate and report upon evaluation results (scores)?
}}
{{SMART DataSheetFlow
|Flow=Create evaluation question library
}}
{{SMART DataSheetFlow
|Flow=Create an evaluation form
}}
{{SMART DataSheetFlow
|Flow=Arrange the evaluation schedule
}}
{{SMART DataSheetFlow
|Flow=Select and score the evaluation session
}}
{{SMART DataSheetFlow
|Flow=Create reports and dashboards
}}
{{SMART DataSheetFlow
|Flow=Email the reports to the agents
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Clear and consistent metrics expose opportunities to improve your experience.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Improve the efficiency of your supervisors with more targeted coaching.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Customer Churn
|CanonicalBenefit=Higher quality interactions drive satisfaction and retain customer loyalty.
}}

@@ Line 16: / Line 16: @@
 *Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
 *Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/028c1243-e486-4215-aa96-178b988f51f4/0
+|HighLevelFlowLucid=028c1243-e486-4215-aa96-178b988f51f4
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
 |QualifyingQuestions=# How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions, and then generate the results in a consistent and automated manner.
 |PlatformSolution=Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you’re strong and where you could improve.
-|PainPoints=* Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
+|PainPoints=*Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
-* Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
+*Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
-* Evaluation results and scores are difficult to efficiently and effectively manage, report upon and analyze
+*Evaluation results and scores are difficult to efficiently and effectively manage, report upon and analyze
-* Communication with agents regarding QA results can be difficult and confrontational.
+*Communication with agents regarding QA results can be difficult and confrontational.
-|DesiredState=* Automate the process of creating forms (questionnaires) for evaluating interaction quality
+|DesiredState=*Automate the process of creating forms (questionnaires) for evaluating interaction quality
-* Automate the distribution/management of evaluation sessions.
+*Automate the distribution/management of evaluation sessions.
-* Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
+*Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
-* Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
+*Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/028c1243-e486-4215-aa96-178b988f51f4/0
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
@@ Line 42: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Clear and consistent metrics expose opportunities to improve your experience.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
 |QualifyingQuestions=# How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?
@@ Line 11: / Line 22: @@
 # How do you currently aggregate and report upon evaluation results (scores)?
 |DataSheetImage=GettyImages-137087419 (2).png
 }}
 {{SMART DataSheetFlow

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