Difference between revisions of "BO01/Canonical"
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{{SMART Canonical | {{SMART Canonical | ||
| + | |PlatformChallenge=Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need to quickly move from spreadsheets to a better way of distributing and managing work. | ||
| + | |PlatformSolution=Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management. | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/266a27aa-fb15-47f9-9047-c03355d4362c/0 | ||
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service | |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service | ||
|QualifyingQuestions=# Are you failing to deliver on customer promises? | |QualifyingQuestions=# Are you failing to deliver on customer promises? | ||
# Do you have lack of visibility into operational performance? | # Do you have lack of visibility into operational performance? | ||
# Do you have employees working in silos without resource sharing? | # Do you have employees working in silos without resource sharing? | ||
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{{SMART Benefits | {{SMART Benefits | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Improved | + | |CanonicalBenefitID=Improved Net Promoter Score |
|CanonicalBenefit=Speed access to automation of work assignments and priorities to consistently meet service levels. | |CanonicalBenefit=Speed access to automation of work assignments and priorities to consistently meet service levels. | ||
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Revision as of 15:25, January 28, 2021
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Task Import-Batch |
Batch process of tasks from files |
Business Optimization |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need to quickly move from spreadsheets to a better way of distributing and managing work.
Platform Solution: Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:
| Canonical Benefit | Explanation |
|---|---|
| Improved Customer Experience | Personalize work item distribution based on customer context to help people faster while also constantly prioritizing, monitoring and escalating tasks to meet service levels. |
| Improved Employee Occupancy | Quickly and more intelligently distribute work into the hands of available agents to increase productivity. |
| Reduced Interaction Transfers | Use customer information to route work to the right resources the first time. |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Head of Business Units
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Are you failing to deliver on customer promises?
- Do you have lack of visibility into operational performance?
- Do you have employees working in silos without resource sharing?
Pain Points (Business Context)
Desired State - How to Fix It