EE17/Canonical - Revision history

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

2021-04-01T10:45:18Z

USC: Updated HLF embed code

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

2021-02-15T16:42:34Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:11, April 1, 2020

2020-04-01T14:11:48Z

Bgrenon: 1 revision imported

2020-03-26T15:34:37Z

1 revision imported

smart_wiki>Shlandy93 at 14:16, March 24, 2020

2020-03-24T14:16:08Z

Shlandy93 at 16:10, January 15, 2020

2020-01-15T16:10:15Z

Bgrenon: 1 revision imported

2018-08-22T18:18:17Z

1 revision imported

Shlandy93 at 17:46, July 19, 2018

2018-07-19T17:46:00Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Outsourcer Management
|Subtitle=Manage skills and capabilities of outsourcer employees
}}
{{SMART Canonical
|PlatformChallenge=It’s very difficult to know at any given point that your outsourced agent resources have the skills to drive business outcomes, and are properly representing your brand. Because the agents are outsourced, you have little to no visibility into what the agents know, and no control over coaching and development.
|PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0616b09e-431b-40ec-93c2-0730abbe4bd1/0
|BuyerPersonas=Head of Business Units, Head of Operations, Head of Sales
|QualifyingQuestions=# How do you measure the skills of your outsourced resources?
# How do you expand/refresh skills of your outsourced resources?
# How do you communicate policy/procedural changes with your outsourced resources?
}}
{{SMART DataSheetFlow
|Flow=Compare outsourcer performance
}}
{{SMART DataSheetFlow
|Flow=Assign assessments and learning
}}
{{SMART DataSheetFlow
|Flow=The employyess taje the assessments and complete the training
}}
{{SMART DataSheetFlow
|Flow=The skills and capability data is collected from the results
}}
{{SMART DataSheetFlow
|Flow=Measure performance - Metrics and KPIs are collected, reviewed and fed back to the cycle
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Instill customer confidence and experience through consistent agent knowledge.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Model effective sales behavior, distribute across all agents to successfully close more sales.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Volume of Interactions
|CanonicalBenefit=Reduce repeat calls and transfers through better trained agents.
}}

@@ Line 16: / Line 16: @@
 *Ability to monitor individual employees capability and automated their customized development journeys.
 *Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0616b09e-431b-40ec-93c2-0730abbe4bd1/0
+|HighLevelFlowLucid=0616b09e-431b-40ec-93c2-0730abbe4bd1
 |BuyerPersonas=Head of Business Units, Head of Operations, Head of Sales
 |QualifyingQuestions=# How do you measure the skills of your outsourced resources?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=It’s very difficult to know at any given point that your outsourced agent resources have the skills to drive business outcomes, and are properly representing your brand. Because the agents are outsourced, you have little to no visibility into what the agents know, and no control over coaching and development.
 |PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics.
-|PainPoints=* No visibility of partner competency
+|PainPoints=*No visibility of partner competency
-* Inconsistent partner performance
+*Inconsistent partner performance
-* No measurement of learning delivery
+*No measurement of learning delivery
-* No control over individual coaching
+*No control over individual coaching
-|DesiredState=* Ability to view and track speed to competency of outsource partners.
+|DesiredState=*Ability to view and track speed to competency of outsource partners.
-* Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies.
+*Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies.
-* Ability to monitor individual employees capability and automated their customized development journeys.
+*Ability to monitor individual employees capability and automated their customized development journeys.
-* Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
+*Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0616b09e-431b-40ec-93c2-0730abbe4bd1/0
 |BuyerPersonas=Head of Business Units, Head of Operations, Head of Sales
@@ Line 39: / Line 39: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Instill customer confidence and experience through consistent agent knowledge.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Business Units, Head of Operations, Head of Sales
 |QualifyingQuestions=# How do you measure the skills of your outsourced resources?
@@ Line 11: / Line 22: @@
 # How do you communicate policy/procedural changes with your outsourced resources?
 |DataSheetImage=EE17 - genesys outsourced agent management - header (2).png
 }}
 {{SMART DataSheetFlow

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