WE03/Canonical - Revision history

Shlandy93: USC: Updated Challenge and Solution

2022-03-04T11:27:03Z

USC: Updated Challenge and Solution

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:55Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com: USC: added datasheet image

2021-06-04T14:45:18Z

USC: added datasheet image

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

2021-04-01T11:58:28Z

USC: Updated HLF embed code

Shane.landy@genesys.com at 13:31, February 25, 2021

2021-02-25T13:31:05Z

Shane.landy@genesys.com at 14:54, February 24, 2021

2021-02-24T14:54:06Z

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

2021-02-15T17:04:18Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com at 18:10, November 19, 2020

2020-11-19T18:10:37Z

Bgrenon: 1 revision imported

2020-03-26T15:34:47Z

1 revision imported

smart_wiki>Dilipkarthik.jayamohan at 10:28, February 3, 2020

2020-02-03T10:28:21Z

New page

{{SMART Meta
|ID=WE03
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Employee Performance
|Subtitle=Agent Skills development and Performance management
}}
{{SMART Canonical
|PlatformChallenge=Identifying and rewarding top-performing agents and business units is a challenge when performance data is spread across multiple systems. Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps. Agent attrition due to incorrect performance management is a major challenge that impacts customer experience.

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

Optimizing Coaching is a tedious operational processes between departments such as resource planning/forecasting, training, and contact center operations.
|PlatformSolution=Consolidated view of Performance Scores consisting of various KPI data provides insights in identification of performance benchmarks and top performers. Give agents a clear view of their long-term journey within your organization and a clear personal development plan to keep them motivated. Aligning organizational KPIs with individual objectives gives your agents a way to track their progress against individual development plans and improve skills.

Create best in class learning modules to improve skills of Agent to drive desired business results, Create models to distribute this knowledge in a consistent manner. Automate employee skills and capability assessments to measure, manage and develop individual skills. Provided targeted additional training if needed

System driven scheduling of Coaching helps remove the challenges in tedious manual process, promoting a more collaborative working practice while managing the end-to-end process as a single entity. Managers and trainers can request and schedule their own ad-hoc meetings, Coaching and training seamlessly.
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
}}
{{SMART DataSheetFlow
|Flow=Performance scorecard is created by Performance Manager and shared to employees.
}}
{{SMART DataSheetFlow
|Flow=Learning materials and coaching sessions to achieve the desired scores are incorporated as part of the Employee development plan.
}}
{{SMART DataSheetFlow
|Flow=Assessments are created to evaluate the skill levels of the employees.
}}
{{SMART DataSheetFlow
|Flow=Performance scores are monitored in the scorecards and also quality evaluation scores are monitored regularly.
}}
{{SMART DataSheetFlow
|Flow=Depending on the performance summary Coaching sessions are launched.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Appropriate training ensures that all agents have the core skills to deal with each customer interaction and improve FCR.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Individualized training focused on skills and capabilities needed to deliver high performance improves the customer experience. Learning management can help replicate key skills drivers to drive a consistent customer experience across all channels
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Agent Competency
|CanonicalBenefit=Organizations can identify specific skills and capability gaps needed for success of an agent by benchmarking with high performer in the same role improving Agent Competency
}}

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
-|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
+|PlatformChallenge=Contact centers undergo constant employee turnover, which makes it difficult to keep employees up-to-date on company policies, procedures, and new products and services. Contact centers need a solution to quickly onboard and train new employees.
-Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. A tailored, appropriate, and clear development plan is key.
+Leaders have to identify high and low performance against defined KPIs to reward high performers and provide coaching and mentoring to employees who need it most. A tailored, appropriate, and precise development plan is vital.
 But often, gauging performance is a challenge because KPI metrics are spread across multiple systems. Contact centers need a solution that brings this data together to provide a holistic scorecard to ensure an accurate and comprehensive view of performance.
-Motivating and engaging employees to perform well can also prove difficult. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations.  Having a centralized, at-a-glance view of their tasks, along with clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center — and improve contact center KPIs like employee turnover, engagement, and productivity.
+Motivating and engaging employees to perform well can also prove challenging. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations. Having a centralized, at-a-glance view of tasks and clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center and improve contact center KPIs like employee turnover, engagement, and productivity.
-|PlatformSolution=Genesys Cloud CX provides a best-in-class, combined workforce engagement suite that lets you manage the end-to-end employee management process through a single application.
+|PlatformSolution=Genesys Cloud CX provides a best-in-class workforce engagement suite for managing the end-to-end employee performance and development journey.
-Genesys Cloud CX lets you easily deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date on all the latest policies, procedures, products, and services within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization.
+The solution enables effortless delivery of training, informational content, or assessments to employees to help employees onboard, learn, and stay up-to-date on vital information within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees.
-Genesys Cloud CX gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the platform are consolidated into a unified scorecard that can be viewed by employees and managers alike to understand performance across all defined objectives. This allows employees to see trends in their performance, and compare against their peers to help motivate and improve their own performance.
+Genesys Cloud CX gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the contact center are consolidated into a unified, gamified scorecard that can be viewed by employees and managers to understand performance across defined objectives. Employees can see where improvements are needed and compare performance amongst their peers for increased motivation, peer-to-peer learning, and improved performance.
 Managers can quickly identify performance gaps and easily bring together interactions, evaluations and supporting documents to set up and conduct coaching sessions to improve KPIs.
-Genesys Cloud CX lets you deploy powerful workforce engagement capabilities in onboarding development, learning & training, performance management, coaching, and gamification all from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.
+Genesys Cloud CX lets you deploy powerful workforce engagement capabilities for onboarding, learning, coaching, performance management and gamification from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.
 |PainPoints=*Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems).
 *Lack of single source of truth complicated the process of understanding and evaluating performance.
 *Consolidated performance data is not presented to employees or their managers to facilitate coaching or to plan for training and development of Individuals.
-*In ability to report on performance data of senior executives and stakeholders.
+*Inability to report on performance data of senior executives and stakeholders.
 *Inconsistent customer experience.
 *Tedious, standalone and high cost systems for facilitating Learning & Development of agents.
@@ Line 49: / Line 42: @@
 *Motivate Agents through performance gamification.
 |HighLevelFlowLucid=013ac1f6-4517-4378-8c94-6af61a2d3fbd
 }}
 {{SMART DataSheetFlow
-|Flow=Performance and gamification objectives are defined by Performance Manager and shared to employees.
+|Flow=Performance and gamification objectives are defined by the Performance Manager and shared across the team.
 }}
 {{SMART DataSheetFlow
-|Flow=Learning materials and coaching sessions to achieve the desired scores are incorporated as part of the Employee development plan.
+|Flow=Learning modules and assessments to onboard new agents or train on specific skills can be built and subsequently assigned and incorporated into Employee development plans.
 }}
 {{SMART DataSheetFlow
-|Flow=Employees can view a summarized information of their performance, tasks and to-dos from Agent Activity.
+|Flow=Employees can view summarized and real-time information about their performance, as well as access their day’s schedule, upcoming coaching appointments, and assigned learning from Agent Activity,
 }}
 {{SMART DataSheetFlow
-|Flow=Performance scores are monitored in the Leaderboards and scorecards to identify and reward top performers.
+|Flow=Performance metrics are monitored in scorecards and leaderboards to identify and reward top performers.
 }}
 {{SMART DataSheetFlow
-|Flow=Depending on the performance summary Coaching sessions and Learning modules are assigned.
+|Flow=Depending on performance summary, coaching appointments and additional learning modules can be assigned.
 }}
 {{SMART Benefits

@@ Line 21: / Line 21: @@
 Motivating and engaging employees to perform well can also prove difficult. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations.  Having a centralized, at-a-glance view of their tasks, along with clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center — and improve contact center KPIs like employee turnover, engagement, and productivity.
-|PlatformSolution=Genesys Cloud provides a best-in-class, combined workforce engagement suite that lets you manage the end-to-end employee management process through a single application.
+|PlatformSolution=Genesys Cloud CX provides a best-in-class, combined workforce engagement suite that lets you manage the end-to-end employee management process through a single application.
-Genesys Cloud lets you easily deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date on all the latest policies, procedures, products, and services within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization.
+Genesys Cloud CX lets you easily deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date on all the latest policies, procedures, products, and services within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization.
-Genesys Cloud gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the platform are consolidated into a unified scorecard that can be viewed by employees and managers alike to understand performance across all defined objectives. This allows employees to see trends in their performance, and compare against their peers to help motivate and improve their own performance.
+Genesys Cloud CX gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the platform are consolidated into a unified scorecard that can be viewed by employees and managers alike to understand performance across all defined objectives. This allows employees to see trends in their performance, and compare against their peers to help motivate and improve their own performance.
 Managers can quickly identify performance gaps and easily bring together interactions, evaluations and supporting documents to set up and conduct coaching sessions to improve KPIs.
-Genesys Cloud lets you deploy powerful workforce engagement capabilities in onboarding development, learning & training, performance management, coaching, and gamification all from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.
+Genesys Cloud CX lets you deploy powerful workforce engagement capabilities in onboarding development, learning & training, performance management, coaching, and gamification all from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.
 |PainPoints=*Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems).
 *Lack of single source of truth complicated the process of understanding and evaluating performance.

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Because contact centers experience constant employee turnover, they need a solution to quickly onboard and train new employees. They also need a way to easily keep their employees up-to-date on frequent changes in company policies and procedures, or introduction of new products and services.
@@ Line 42: / Line 49: @@
 *Motivate Agents through performance gamification.
 |HighLevelFlowLucid=013ac1f6-4517-4378-8c94-6af61a2d3fbd
 }}
 {{SMART DataSheetFlow

@@ Line 41: / Line 41: @@
 *View individual employee performance to target coaching or development.
 *Motivate Agents through performance gamification.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/013ac1f6-4517-4378-8c94-6af61a2d3fbd/0
+|HighLevelFlowLucid=013ac1f6-4517-4378-8c94-6af61a2d3fbd
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# Are your Agents Demotivated?

@@ Line 28: / Line 28: @@
 *In ability to report on performance data of senior executives and stakeholders.
 *Inconsistent customer experience.
 *Tedious, standalone and high cost systems for facilitating Learning & Development of agents.
 *Limited Visibility of employee development.
 *Non-Conformities and Risk Exposure as untrained or unskilled employees many be allow to handle customer interactions.
@@ Line 36: / Line 36: @@
 *Clear visibility of the skill levels of all employees across the enterprise.
 *Reduces L&D costs by providing targeted learning.
 *Provide consistent customers experience by providing skilled and capable employees across channels.
-*Centralize reporting for training and coaching,
+*Centralize reporting for training and coaching.
 *Centralized, holistic view of employee performance across the enterprise.
 *View individual employee performance to target coaching or development.
-*Motivate Agents through performance gamification
+*Motivate Agents through performance gamification.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/013ac1f6-4517-4378-8c94-6af61a2d3fbd/0
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
@@ Line 50: / Line 50: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Performance and gamification objectives are created by Performance Manager and shared to employees
+|Flow=Performance and gamification objectives are defined by Performance Manager and shared to employees.
 }}
 {{SMART DataSheetFlow
@@ Line 56: / Line 56: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Assessments are created to evaluate the skill levels of the employees and Gamification events are launched
+|Flow=Employees can view a summarized information of their performance, tasks and to-dos from Agent Activity.
 }}
 {{SMART DataSheetFlow
-|Flow=Performance scores are monitored in the scorecards and Gamification rewards and badges are provided to top performers.
+|Flow=Performance scores are monitored in the Leaderboards and scorecards to identify and reward top performers.
 }}
 {{SMART DataSheetFlow
-|Flow=Depending on the performance summary Coaching sessions and learning modules are assigned.
+|Flow=Depending on the performance summary Coaching sessions and Learning modules are assigned.
 }}

@@ Line 4: / Line 4: @@
 |Solution=Workforce Engagement
 |Title=Employee Performance
-|Subtitle=Agent Skills development and Performance management
+|Subtitle=Agent Skills development, Performance management and Gamification
 }}
 {{SMART Canonical
-|PlatformChallenge=Identifying and rewarding top-performing agents and business units is a challenge when performance data is spread across multiple systems. Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps. Agent attrition due to incorrect performance management is a major challenge that impacts customer experience.
+|PlatformChallenge=Because contact centers experience constant employee turnover, they need a solution to quickly onboard and train new employees. They also need a way to easily keep their employees up-to-date on frequent changes in company policies and procedures, or introduction of new products and services.
-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
+Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. A tailored, appropriate, and clear development plan is key.
-Optimizing Coaching is a tedious operational processes between departments such as resource planning/forecasting, training, and contact center operations.
+But often, gauging performance is a challenge because KPI metrics are spread across multiple systems. Contact centers need a solution that brings this data together to provide a holistic scorecard to ensure an accurate and comprehensive view of performance.
-Create best in class learning modules to improve skills of Agent to drive desired business results, Create models to distribute this knowledge in a consistent manner. Automate employee skills and capability assessments to measure, manage and develop individual skills. Provided targeted additional training if needed
+Motivating and engaging employees to perform well can also prove difficult. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations.  Having a centralized, at-a-glance view of their tasks, along with clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center — and improve contact center KPIs like employee turnover, engagement, and productivity.
-System driven scheduling of Coaching helps remove the challenges in tedious manual process, promoting a more collaborative working practice while managing the end-to-end process as a single entity. Managers and trainers can request and schedule their own ad-hoc meetings, Coaching and training seamlessly.
+<br />
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
 }}
 {{SMART DataSheetFlow
-|Flow=Performance scorecard is created by Performance Manager and shared to employees.
+|Flow=Performance and gamification objectives are created by Performance Manager and shared to employees
 }}
 {{SMART DataSheetFlow
@@ Line 26: / Line 60: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Assessments are created to evaluate the skill levels of the employees.
+|Flow=Assessments are created to evaluate the skill levels of the employees and Gamification events are launched
 }}
 {{SMART DataSheetFlow
-|Flow=Performance scores are monitored in the scorecards and also quality evaluation scores are monitored regularly.
+|Flow=Performance scores are monitored in the scorecards and Gamification rewards and badges are provided to top performers.
 }}
 {{SMART DataSheetFlow
-|Flow=Depending on the performance summary Coaching sessions are launched.
+|Flow=Depending on the performance summary Coaching sessions and learning modules are assigned.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Appropriate training ensures that all agents have the core skills to deal with each customer interaction and improve FCR.
+|CanonicalBenefit=Appropriate training based on insights from performance analytics ensures that all agents have the core skills to deal with each customer interaction and improve FCR.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Individualized training focused on skills and capabilities needed to deliver high performance improves the customer experience. Learning management can help replicate key skills drivers to drive a consistent customer experience across all channels
+|CanonicalBenefit=Individualized training focused on skills needed to deliver high performance improves the customer experience. Learning management can help replicate key skills to drive a consistent customer experience across all channels.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Agent Competency
-|CanonicalBenefit=Organizations can identify specific skills and capability gaps needed for success of an agent by benchmarking with high performer in the same role improving Agent Competency
+|CanonicalBenefit=Organizations can identify and address gaps in specific knowledge needed for agent success by benchmarking with a high performer in the same role, therefore improving agent performance.
 }}

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