EE12/Canonical - Revision history

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

2021-04-01T10:37:46Z

USC: Updated HLF embed code

2021-02-12T11:21:05Z

USC: Updated benefits to align with calculators

2021-01-29T11:35:16Z

USC: Updated Occupancy benefit to Utilization

2020-12-09T13:11:22Z

UCC: Updated benefit name

2020-04-01T14:03:21Z

2020-03-26T15:34:38Z

1 revision imported

2020-03-26T10:51:21Z

2020-03-26T10:50:55Z

2019-08-08T12:05:26Z

2018-08-22T18:18:20Z

1 revision imported

@@ Line 11: / Line 11: @@
 *Scheduling offline tasks is typically a very manual process occupying up to 30%+ of Resource Planning and Training Resources.
 *Due to the different business areas and systems involve many in-house spreadsheets are developed to help record, track and communicate the progress of the of the activities all adding time and complexity to the process.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/803865c6-e094-42d9-a973-45ba273e5cd9/0
+|HighLevelFlowLucid=803865c6-e094-42d9-a973-45ba273e5cd9
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
 |QualifyingQuestions=# How does your organization manage operational efficiency and employee engagement?

@@ Line 31: / Line 31: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Well-trained agents result in excellent customer service.
 }}
@@ Line 39: / Line 39: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition
+|CanonicalBenefitID=Reduced Employee Attrition
 |CanonicalBenefit=Empowered agents take pride in their service and are less likely to quit.
 }}

@@ Line 35: / Line 35: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Automation provides the best balance between agent online and offline tasks.
 }}

@@ Line 39: / Line 39: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition Rate
+|CanonicalBenefitID=Improved Employee Attrition
 |CanonicalBenefit=Empowered agents take pride in their service and are less likely to quit.
 }}

@@ Line 31: / Line 31: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Well-trained agents result in excellent customer service.
 }}

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

← Older revision	Revision as of 10:51, 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 operational efficiency and employee engagement?
@@ Line 11: / Line 17: @@
 # How do Supervisors manage coverage of schedules, constraints ?
 |DataSheetImage=EE12 - genesys offline activity scheduling - header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 32: / Line 35: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Automation provides the best balance between agent online and offline tasks.
 }}

@@ Line 2: / Line 2: @@
 |SolutionCategory=EE
 |Solution=Workforce Engagement
-|Title=Genesys Offline Activity Scheduling
+|Title=Genesys Training and Activity Scheduling
-|Subtitle=Manage offline activities and tasks in workforce schedules
+|Subtitle=Manage training, coaching and offline activities scheduling across the workforce
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
 |QualifyingQuestions=# How does your organization manage operational efficiency and employee engagement?
 # Do your employees manage their schedules and tasks?
 # How do Supervisors manage coverage of schedules, constraints ?
 }}
 {{SMART DataSheetFlow

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