Optimizing Employee Performance to create Excellent Customer Experiences @stefancaptijn – Product Marketing Director Biz Apps
2 2
Agenda
Introduction
Customer Experience across your Customer Service Chain
Building the ‘Performance DNA’
InterContinental Hotel Group – Robert Dobson
Conclusion
4 4
Building blocks for Customer Experience Management
All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.
5 5
WFO enables Customer Experience
All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.
“Employees with the
skills & knowledge ...“ “...Available at the right time “
6 6
“If we are to get the most value from people’s activity, it is no use treating them as cogs in the machine.
Rather, we need to make the best use of human skills, by facilitating how work actually gets done, by real people.
Exposing and supporting the work carried out by people not only benefits the enterprise as a whole, but also improves job satisfaction of the individuals who are its life blood.”
Conversations are delivered by people!
Keith, Harrison
Broninski Human Interactions – The Heart and Soul of Business Process Management
7 7
What if you could...
All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.
Understand what makes a top performer?
Make better use of your training & education budget?
Analyze what capability impacts your key KPI’s?
?
8 8
Employee Performance
What is their ‘Performance DNA’?
9 9 All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.
Forensic Analysis of Skills
10 10
Employee Performance across the entire Customer Experience
Claim Expert
Best AHT
Trouble Shooter
Soft Skills Top Sales Performer
Product Expert
Excessive Transfers
Too much Rework
Low Cust Sat
High Sick Leave
Cherry Picker
Fro
nt O
ffic
e B
ack O
ffice
11 11
Productivity Efficiency KPI HR Information & Sales Results
Behaviour Soft skills Resolution & Compliance
Knowledge Products, Services Promotions & Legislation
How to build a ‘Performance DNA blueprint’
All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.
P P
Test
Monitor
Measure
12 12
Mortgage
Sales
Retentions
FCR
NPS
Pro
duct
know
ledg
e
Cus
tom
er In
fo
& F
it
Pro
duct
Offe
ring
Sys
tem
s
navi
gatio
n
Sample ‘DNA Profile’
P P
13 13
Performance DNA at Vodafone Australia
•The longer staff are employed the higher the AHT
•Quality scores did not effect sales performance
•Top performers always perform – little variance
•The longer staff is employed the better Quality scores are
•The higher the assessment score the lower the sick leave
•More overtime leads to more sick leave
•More overtime also leads to higher sales conversion
13 | Presentation Title | Month 2010
14 14
Employee Performance across the entire Customer Experience
“Employees with the
skills & knowledge“ “Available at the right time“
Genesys Workforce Management
Genesys Skills Assessor
Genesys Customer Surveys
Genesys Training Manager
Genesys Quality Management
Customer Story: InterContinental Hotel Group Robert Dobson
Genesys WFM Robert Dobson April 2012
17 17
Agenda
IHG Company Background
Business Objectives of Genesys WFM
Staffing Optimization
Genesys WFM Benefits
18 18
InterContinental Hotels Group
4,480 Hotels Globally
63M Priority Club
Members
Charleston
Baguio
Birmingham
Tokyo
Manila
Guangzhou
Sao Paulo
Salt Lake City
Mexico City
Bucharest
10 Global Contact Centers Worldwide, supporting 12 different
languages
2,300+ Agents
19 19
Right Agents
Purpose:
IHG Workforce Management Journey Define a clear WFM Strategy
Right
Place
Right
Time
Right
Contact
Vision:
Providing Actionable Insights for Operational Teams to
improve the Customer Experience
20 20
Objectives of Genesys WFM
Align WFM Organization with IHG Genesys IT Infrastructure
Align Genesys WFM benefits with Genesys Skills Based and Multi-media contact routing
Leverage efficiencies between phone / non-phone agent groups
Leverage Genesys WFM Business Rules and Scheduled Activities
Infomart performance insights linking Agent to Call Type performance
21 21
Staffing Optimization
Forecasting Methodology – Universal versus Expert Average
Multi Site, Multi Skill Activities
Activity Group Reporting
Break Pattern Optimization
WFM Vendor Optimization
22 22
Genesys WFM Benefits
Understanding of WFM Vendor Benefits versus competitors
Leverage Vendor Partnership
Q+A
Thank you!
Follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates! Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.
Customer feedback surveys will be sent to you online later…
@stefancaptijn
Top Related