Presentation Example Template Title Goes Here · • Ways to find your best employee: • Ask your teams. • Know what metrics are most important to your business, then find the

CRMXchange

November 2017

Huw Bristow and Ric Kosiba

What is the Strategic/Capacity/Long Term Planning Problem?

Determine the center resource plan that maintains the

(appropriate) service standard at least cost over time.

This is not a simple problem to solve

Why is this problem hard? There is seasonality and variability in call centers!

Call Volumes!

Handle Time!

Sick Time!

Attrition!

…also learning curves, wage rates, training requirement, by center & staff group

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1 5 9 13 17 21 25 29 33 37 41 45 49

Staf

f R

eq

uir

em

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t (F

TE)

Week of the Year

Staffing Vs Required

OverstaffedUse Controllable Shrink! (Training?)

Understaffed(use Overtime?)

A good long-term plan includes a a good middle-term plan!

Managing Training: Who, What, and When!

Huw Bristow

Getting the best employees

◦ Today we will be looking at three specific elements in getting the best from your employees:

• 1) Knowing the skills required to be a great employee;

• 2) Finding the skill gaps of each individual employee; and

• 3) Determining the best training schedule that addresses these gaps.

◦ But first lets think about why we want the best employees…

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 6

Why do we want great employees?And how do we get them?

It might seem obvious!

◦ Great employees drive:

• Higher sales.

• Better profitability.

• Better customer service.

• Less attrition.

◦ Pretty much any positive business outcome measure can be driven higher by

great employees.

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited. 8

BUSINESS SUCCESSDIFFERENTIATE

90% 25%of businesses think

employee engagement is critical

of businesses think their employees are in fact

engaged*

Why invest in employee success?

Engagement

◦ One of the key indicators of great employees is how engaged they are.

◦ Look how much impact engaged employees has.

◦ This is why we want engaged skilled employees.



Gallup: The State of the American Workplace

So how do we get engaged employees?

◦ Make sure they have the:

• right skills.

• right knowledge.

• right manager.



Knowing the skills required to be a great employee


Question for all of you!

How do you find your best employees?


First find you best performers, then look at their skills

14Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

• Ways to find your best employee:

• Ask your teams.

• Know what metrics are most important to your business, then find the employees who do best in these metrics

Question for all of you!

What metrics do you measure your employees on?


First find you best performers, then look at their skills


• Ways to find your best employee:

• Ask your teams.

• Know what metrics are most important to your business, then find the employees who do best in these metrics

• AHT

• Sales Revenue

• NPS

• Csat

• FCR

• Repeat Business Score

• MTTR

• Product return rate

Test


• Test their skills:

• Carry out skills or knowledge assessments

• Bonus!

http://www.learningsolutionsmag.com/articles/1400/brain-science-overcoming-the-forgetting-curve

People are bad at remembering training

Knowledge checks after training will greatly improve performance

On average students forgot 70% of training, within 24 hours

Correlate


• Look for correlations between knowledge and performance

• Often you will see some people with the knowledge but not the performance

• And sometimes the performance without the knowledge

• Knowing the statistical impacts of one metric on another can help design of

learning content, but be careful not to draw causation from correlation.

Validate


• Validate:

• Make sure you validate that there is actually a link between the what you think is driving good performance, and where the performance is.

• Make sure that the people that other people think are good are actually good in the metrics that you are interested in, and check that they aren’t driving other metrics in the wrong direction as a result.

Finding the skill gaps of each individual employee


Closing the skill gap cycleEmployee and

keep right staff

Set clear goals and

expectations

Collect population

metrics

Give individuals

visibility

Set personal plans

Support managers in filling gaps


Employee the right people, and onboard well


• Start off on the right footing by employing the right people

• Use a variety of testing processes to ensure that your new recruits have the right skills.

• Begin collecting the metrics that will build up the skill profile that employees will have when the come on board.

• Get the on boarding process right

• Produce an adaptable onboarding program that can be tailored to individuals and changed during the process.

• Look internally for cross train or step up opportunities.

• Use the information that you already have one your employees to looks for the people or are ready to step up or move sideways and are already showing the right traits.

Set clear goals and expectations


• Setting goals is difficult, so don’t rush it.

• “50% of workers say they don’t really know what’s expected of them in their

job” http://news.gallup.com/opinion/gallup/185921/obsolete-annual-reviews-gallup-advice.aspx

• Make sure that goals are aligned across a business, and that you have buy-in

for the goals all the way to the top.

• Check for conflicting goals that may fight against each other. Make sure that

managers don’t have goals or targets that will be harder to hit if the teams

goals are met.

• Don’t too many metrics or if you do make sure you can see and understand the

relationship between them.

https://protect-us.mimecast.com/s/1dDmBJhoY4keu9?domain=news.gallup.com

Collect data for you larger employee population


• Having metrics for you employee population is key to being about to

understand where performance is and isn’t.

• Additionally it allow you to:

• Find the skills gaps.

• Look for those links between skill, knowledge and performance.

• Look for people to move or change role.

• Personalise plans based on data.

Drive engagement by personalising

◦ Everyone likes to be treated as an individual, and increasingly especially for gen z/millennials they don’t just like it they expect it.

◦ Being able to, and being able to show how performance improvement and learning plans are being tailored to individuals is very important.

◦ Personalised targeted learning plans will drive up engagement and drive down attrition.


Quality Management

Speech Analytics

NPS

CSAT

AHT

Call Work

Components

Quality

Customer

Calls

Blocks Role

Quality

Customer

Calls

Scheduled classroom

training

eLearn

An example Agent


Allow employees to see their own skill gaps and help them fill them

◦ It is amazing how far employees will go to help themselves, given the right information and, where required, support.

◦ Make systems available outside of work hours, and design systems for mobile devices.


Make sure managers have visibility of gaps and support them in how to fill the gaps

◦ There is often a link between good managers and good teams.

◦ But all managers can have more help. Allowing them to see how their team performs against other teams and how each team member performance against each other helps them focus their time.

◦ It is important to go even further and help managers think about what next, not just “this is how your team is performing”, but “this is what you can do to help make it better”


Determining the best training schedule that addresses these gaps.


Question for all of you!What problems do you find when scheduling training and

coaching?

The scheduling problem

◦ Too much training and coaching for the available time.

◦ Some people getting the wrong training, either too advanced or not advanced

enough.

◦ Trainers and rooms not available at the same time as those that need training.

◦ Trainers and rooms not available at the time of capacity.

◦ Scheduling based on trainer availability, the tale wagging the dog.

◦ Rapid requests for new training as new products or services changes happen.



How to help the scheduling problem

◦ While you can’t create more time in a day, you can make smarter use of it!

◦ Schedule based on performance, i.e. don’t sheep dip, train and coach on need

◦ Schedule when you have capacity i.e. match training and coaching times to call

center demand.

◦ Make best use of trainer and room resource.

◦ Automate as much of the scheduling as possible.



Performance DNA

Create “skills blueprints” by analysing and correlating performance results against employee skills & knowledge

SKILLS BLUEPRINTS

Build highly effective, customised training and coaching plansKNOWLEDGE PLANS

Measure skills distribution across the enterprise and develop employees to high performer skill-sets.

SKILL DISTRIBUTION

Deploy optimally via WFM, EWM and Workspace systems. Update call routing engines based on employees’ actual skills and ability

INTEGRATED

?

%

Happy and Engaged Employees.

Make the blueprint.

• Behavioural Profiling• Requirement Assessment

ON BOARDING

• Modular assessment• Readiness Test• Feedback Survey

INDUCTION

• Certification Program (e.g. D1 to D4)• Refreshers / Remedial• Induction Review and Manager Feedback• 30/60/90 Checklist

ON THE JOB

• Up Skill• Cross Skill• Succession Planning

PROGRESSION

Performance DNA

Training Manager

Automate schedule training, coaching, meeting with minimal impact to operation

and service level into WFM

Optimise training room and trainer utilisation

Optimise training delivery: right agent, right training, right time, right place

Scheduled training events can be trainer-led, classroom based, eLearning, 1-2-1’s,

team huddles and team meetings

Enable informed decision making virtually instantaneously, creating a complete,

closed loop training optimisation process

Transform Activity Scheduling Quickly and Cost-Effectively


Questions?Any questions afterwards please contact me on [email protected]

Or learn more about us here

Performance DNA - Employee Engagement

Performance DNA - Recruitment

Performance DNA – Compliance

Training Manager

mailto:[email protected]

https://rebrand.ly/genesysPDNAemployeeengagement

https://rebrand.ly/genesysPDNArecruitment

https://rebrand.ly/genesysPDNAcompliance

https://rebrand.ly/genesysTrainingManager

Documents

Presentation Example Template Title Goes Here · • Ways to find your best employee: • Ask your teams. • Know what metrics are most important to your business, then find the