Difference between revisions of "CE01/Canonical"
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{{SMART Canonical | {{SMART Canonical | ||
| + | |PlatformChallenge=When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale. | ||
| + | |PlatformSolution=Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world. | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8ac2b6a1-e316-4f2f-92b5-9c157029e698/0 | ||
|BuyerPersonas=Head of Customer Experience, Head of Customer Service, Head of Marketing Operations | |BuyerPersonas=Head of Customer Experience, Head of Customer Service, Head of Marketing Operations | ||
|QualifyingQuestions=1. How easy is it for your customers to get repetitive or easy issues fixed? | |QualifyingQuestions=1. How easy is it for your customers to get repetitive or easy issues fixed? | ||
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5. What service level issues are you experiencing? | 5. What service level issues are you experiencing? | ||
|DataSheetImage=CE01_CE09 -header (2).png | |DataSheetImage=CE01_CE09 -header (2).png | ||
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{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID= | + | |CanonicalBenefitID=Improved Business Outcome Resolution |
|CanonicalBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions | |CanonicalBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Reduced | + | |CanonicalBenefitID=Reduced Transfers |
|CanonicalBenefit=Matching the caller with the representative best equipped to help reduces call duration and costs. | |CanonicalBenefit=Matching the caller with the representative best equipped to help reduces call duration and costs. | ||
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{{SMART Benefits | {{SMART Benefits | ||
| − | |CanonicalBenefitID=Improved | + | |CanonicalBenefitID=Improved Net Promoter Score |
|CanonicalBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences. | |CanonicalBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences. | ||
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__NOINDEX__ | __NOINDEX__ | ||
Revision as of 15:23, February 14, 2020
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 Call Routing |
Route voice interactions to the best skilled resource |
Customer Engagement |
Inbound |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale.
Platform Solution: Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.
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 | Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score |
| Increased Revenue | The ability to route a sales call to the best skilled sales representative increases sales conversions |
| Reduced Transfers | Reduce the need for help or transfers by routing interaction to most qualified resource. |
High Level Flow
High Level Flow Steps
- A customer decides to call the company
- Self-service options are presented
- The customer elects to speak to an agent
- The customer is queued for a highly skilled agent
- Wait time is long, so priority increases as customer waits
- Target is expanded to include additional agent skills
- The customer is connected to a skilled agent who has full journey history
Data Sheet Image
.png)
Canonical Sales Content
Personas
- Head of Customer Experience
- Head of Customer Service
- Head of Marketing Operations
Qualifying Questions
1. How easy is it for your customers to get repetitive or easy issues fixed?
2. Are you concerned with abandoned calls due to a lack of available sales representatives?
3. How often do your customers have first contact resolution?
4. How often is a transfer required, due to representatives’ experience or knowledge?
5. What service level issues are you experiencing?
Pain Points (Business Context)
Desired State - How to Fix It