EE16/Canonical - Revision history

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

2021-04-01T10:43:53Z

USC: Updated HLF embed code

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

2021-02-12T11:54:30Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Updated benefit name

2020-12-09T13:15:52Z

UCC: Updated benefit name

Shlandy93 at 14:10, April 1, 2020

2020-04-01T14:10:52Z

Bgrenon: 1 revision imported

2020-03-26T15:34:39Z

1 revision imported

smart_wiki>Shlandy93 at 14:15, March 24, 2020

2020-03-24T14:15:21Z

Shlandy93 at 16:09, January 15, 2020

2020-01-15T16:09:37Z

Bgrenon: 1 revision imported

2018-08-22T18:18:21Z

1 revision imported

Shlandy93 at 17:43, July 19, 2018

2018-07-19T17:43:24Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Skills Management
|Subtitle=Align employee skills and capability with operational performance
}}
{{SMART Canonical
|PlatformChallenge=Your frontline employees directly impact customers’ perception of your company. Yet it’s very difficult to know at any given point that your agent resources have the skills needed to drive business outcomes and are properly representing your brand.
|PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess agent understanding of what you’ve provided, then target additional training if needed. Compare and track completion and effectiveness in driving your business performance metrics.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/bc3bdef8-ae1d-4185-b508-a07e79a3d9f2/0
|BuyerPersonas=Head of Compliance, Head of Operations, Head of Sales Operations
|QualifyingQuestions=# Tell me about your process to refresh/enhance the skills of your existing resources?
# How do you communicate policy/procedure changes that could affect your regulatory compliance?
# How do you define what a successful agent looks like?
}}
{{SMART DataSheetFlow
|Flow=A supervisor identifies an agent
}}
{{SMART DataSheetFlow
|Flow=The baseline assessments are created
}}
{{SMART DataSheetFlow
|Flow=The agent takes the assessments
}}
{{SMART DataSheetFlow
|Flow=Identify who the high performers are
}}
{{SMART DataSheetFlow
|Flow=Assign learning items based on performance
}}
{{SMART DataSheetFlow
|Flow=The supervisor creates the performance report
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Customers will wait longer, and be more satisfied to interact with knowledgeable staff
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Attrition Rate
|CanonicalBenefit=Replicate effective pitches and approaches across your resources to close more sales
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Distribution of policy/process change, and knowledge verification reduces compliance exposure
}}

@@ Line 17: / Line 17: @@
 *Replicating key skill drivers that deliver a consistent customer experience across all channels.
 *Centralize reporting for training and coaching
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/bc3bdef8-ae1d-4185-b508-a07e79a3d9f2/0
+|HighLevelFlowLucid=bc3bdef8-ae1d-4185-b508-a07e79a3d9f2
 |BuyerPersonas=Head of Compliance, Head of Operations, Head of Sales Operations
 |QualifyingQuestions=# Tell me about your process to refresh/enhance the skills of your existing resources?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Your frontline employees directly impact customers’ perception of your company. Yet it’s very difficult to know at any given point that your agent resources have the skills needed to drive business outcomes and are properly representing your brand.
 |PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess agent understanding of what you’ve provided, then target additional training if needed. Compare and track completion and effectiveness in driving your business performance metrics.
-|PainPoints=* Coaching and training is not delivering the desired performance improvement
+|PainPoints=*Coaching and training is not delivering the desired performance improvement
-* Employee development budget reductions are limiting the scope that can be covered
+*Employee development budget reductions are limiting the scope that can be covered
-* Business process for employee engagement and development is not aligned across entities leading to inconsistent performance levels and customer experience.
+*Business process for employee engagement and development is not aligned across entities leading to inconsistent performance levels and customer experience.
-* Inconsistent Record Management across functional groups
+*Inconsistent Record Management across functional groups
-|DesiredState=* Developing skills and capabilities of all other employees base on insights on the skills and capability of high performers.
+|DesiredState=*Developing skills and capabilities of all other employees base on insights on the skills and capability of high performers.
-* Able to provide targeted development based on the specific skills and capability gaps when compared against a high performer in the same role.
+*Able to provide targeted development based on the specific skills and capability gaps when compared against a high performer in the same role.
-* Employee skills and capabilities are aligned to actual business performance.
+*Employee skills and capabilities are aligned to actual business performance.
-* Replicating key skill drivers that deliver a consistent customer experience across all channels.
+*Replicating key skill drivers that deliver a consistent customer experience across all channels.
-* Centralize reporting for training and coaching
+*Centralize reporting for training and coaching
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/bc3bdef8-ae1d-4185-b508-a07e79a3d9f2/0
 |BuyerPersonas=Head of Compliance, Head of Operations, Head of Sales Operations
@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Customers will wait longer, and be more satisfied to interact with knowledgeable staff
 }}

@@ Line 47: / Line 47: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition Rate
+|CanonicalBenefitID=Improved Employee Attrition
 |CanonicalBenefit=Replicate effective pitches and approaches across your resources to close more sales
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Compliance, Head of Operations, Head of Sales Operations
 |QualifyingQuestions=# Tell me about your process to refresh/enhance the skills of your existing resources?
@@ Line 11: / Line 23: @@
 # How do you define what a successful agent looks like?
 |DataSheetImage=EE12 - genesys offline activity scheduling - header (2).png
 }}
 {{SMART DataSheetFlow

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