EE33/Canonical - Revision history

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

2021-01-29T11:48:58Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 17:33, October 6, 2020

2020-10-06T17:33:31Z

Bgrenon: 1 revision imported

2020-03-26T15:34:46Z

1 revision imported

smart_wiki>Shlandy93 at 15:58, June 19, 2019

2019-06-19T15:58:37Z

New page

{{SMART Meta
|Solution=Workforce Engagement
|Title=Genesys Skills Development and Assessment
|Subtitle=Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications.
}}
{{SMART Canonical
|DataSheetImage=CE28 - genesys knowledge management - header (2).png
|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 andoperations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience
|PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in aconsistent manner. Automate employee skills and capability assessments to measure, manage and developindividual skills. Provided targeted additional training if needed.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/20e1357e-9582-4593-b7fa-5b26b1f3620f/0
}}
{{SMART DataSheetFlow
|Flow=Identify skill requirements and create baseline skills assessments
}}
{{SMART DataSheetFlow
|Flow=Agents complete their required skill trainings and assessments
}}
{{SMART DataSheetFlow
|Flow=Skills gaps are identified and Learning items are assigned to reduce skill gaps
}}
{{SMART DataSheetFlow
|Flow=Agent's manager is notified periodically on agents skill gaps and improvements
}}
{{SMART DataSheetFlow
|Flow=Manager implements continuous skill improvement and revised assessments needed for the agent
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Provide targeted self-paced training to fill down times with knowledge gaps and improve overall performance.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Instill customer confidence and experience through consistent agent knowledge.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Agent Competency
|CanonicalBenefit=Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other agents.
}}

@@ Line 26: / Line 26: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Provide targeted self-paced training to fill down times with knowledge gaps and improve overall performance.
 }}

@@ Line 5: / Line 5: @@
 }}
 {{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 andoperations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience
 |PlatformSolution=Identify skills that drive desired business results, then create models to distribute this knowledge in aconsistent manner. Automate employee skills and capability assessments to measure, manage and developindividual skills. Provided targeted additional training if needed.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/20e1357e-9582-4593-b7fa-5b26b1f3620f/0
 }}
 {{SMART DataSheetFlow
@@ Line 26: / Line 26: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Provide targeted self-paced training to fill down times with knowledge gaps and improve overall performance.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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