Difference between revisions of "EE10-C/Canonical"
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{{SMART Canonical | {{SMART Canonical | ||
+ | |PlatformChallenge=As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. | ||
+ | |PlatformSolution=Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner. | ||
+ | |PainPoints=*Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage. | ||
+ | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a56e5479-b6bc-4450-9161-0a433bd92d34/0 | ||
|BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of Operations | |BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of Operations | ||
|QualifyingQuestions=#How does your organization manage operational efficiency and employee engagement? | |QualifyingQuestions=#How does your organization manage operational efficiency and employee engagement? | ||
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#How do Supervisors manage coverage of schedules, constraints and labor laws? | #How do Supervisors manage coverage of schedules, constraints and labor laws? | ||
|DataSheetImage=EE10 C - Genesys Employee Schedule Preferences (2) -.png | |DataSheetImage=EE10 C - Genesys Employee Schedule Preferences (2) -.png | ||
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{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
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{{SMART Benefits | {{SMART Benefits | ||
− | |CanonicalBenefitID=Improved Employee | + | |CanonicalBenefitID=Improved Employee Occupancy |
|CanonicalBenefit=Give managers more time to plan the contact center to optimize efficiency. | |CanonicalBenefit=Give managers more time to plan the contact center to optimize efficiency. | ||
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Revision as of 10:40, March 26, 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 Employee Schedule Preferences |
Empower employees with self-administration of their schedule |
Employee Engagement |
Workforce Engagement |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently.
Platform Solution: Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner.
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 | Provide better service with empowered, happy employees. |
Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. |
Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. |
High Level Flow
High Level Flow Steps
- The agent initiates a request in the system
- Time off requests
- self-manage exceptions
- Schedule preferences
- The system validates the request
- A supervisor approves or rejects the request
- The master schedule is updated
Data Sheet Image
Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Service
- Head of Operations
Qualifying Questions
- How does your organization manage operational efficiency and employee engagement?
- How do your employees manage their schedules and tasks?
- How do Supervisors manage coverage of schedules, constraints and labor laws?
Pain Points (Business Context)
- Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage.
Desired State - How to Fix It