EE13/Canonical - Revision history

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

2021-04-01T10:39:07Z

USC: Updated HLF embed code

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

2021-02-15T16:41:34Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: USC: Updated Occupancy benefit to Utilization

2021-01-29T11:36:00Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 14:04, April 1, 2020

2020-04-01T14:04:08Z

Bgrenon: 1 revision imported

2020-03-26T15:34:42Z

1 revision imported

Shlandy93 at 10:53, March 26, 2020

2020-03-26T10:53:35Z

smart_wiki>Shlandy93 at 10:53, March 26, 2020

2020-03-26T10:53:04Z

Shlandy93 at 15:20, January 15, 2020

2020-01-15T15:20:42Z

Bgrenon: 1 revision imported

2018-08-22T18:18:33Z

1 revision imported

Shlandy93 at 17:30, July 19, 2018

2018-07-19T17:30:39Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Skills Assessment
|Subtitle=Automate employee skills and capability assessment
}}
{{SMART Canonical
|PlatformChallenge=To match customers with the most appropriate agents, you need an accurate assessment of employee skills. This challenging-but-necessary task can be complicated by internal processes. As you align with HR and operations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience.
|PlatformSolution=Automate employee skills and capability assessments to measure, manage and develop individual skills. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8bb61941-6975-4a81-be68-54906e1a9bda/0
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Workforce Planning
|QualifyingQuestions=# Do you have clear visibility of your employee development across all organizational units?
# How do you measure and validate competencies in your contact center?
# Do your agents provide consistent customer experience?
}}
{{SMART DataSheetFlow
|Flow=Create baseline assessments
}}
{{SMART DataSheetFlow
|Flow=Agents take the assessments
}}
{{SMART DataSheetFlow
|Flow=The results are collated
}}
{{SMART DataSheetFlow
|Flow=Identify who the high performers are
}}
{{SMART DataSheetFlow
|Flow=Assign learning items to support identified knowledge gaps
}}
{{SMART DataSheetFlow
|Flow=Take assessments and knowledge nudges
}}
{{SMART DataSheetFlow
|Flow=The manager is notified
}}
{{SMART DataSheetFlow
|Flow=A performance report is created
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Utilize the best-trained agents to handle specific interactions.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Provide consistent customer experience through consistent knowledge training.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Overtime Costs
|CanonicalBenefit=Provide targeted self-paced training to fill knowledge gaps during down times.
}}

@@ Line 20: / Line 20: @@
 *Provide consistent customers experience by providing skilled and capable employees across channels.
 *Centralize reporting for training and coaching
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8bb61941-6975-4a81-be68-54906e1a9bda/0
+|HighLevelFlowLucid=8bb61941-6975-4a81-be68-54906e1a9bda
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Workforce Planning
 |QualifyingQuestions=# Do you have clear visibility of your employee development across all organizational units?

@@ Line 56: / Line 56: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Provide consistent customer experience through consistent knowledge training.
 }}

@@ Line 52: / Line 52: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Utilize the best-trained agents to handle specific interactions.
 }}

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

← Older revision	Revision as of 10:53, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Workforce Planning
 |QualifyingQuestions=# Do you have clear visibility of your employee development across all organizational units?
@@ Line 11: / Line 26: @@
 # Do your agents provide consistent customer experience?
 |DataSheetImage=CE28 - genesys knowledge management - header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 40: / Line 52: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Utilize the best-trained agents to handle specific interactions.
 }}

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