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Optimizing Back Office Efficiency While Boosting Customer Experience Scores
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2
•Introduction
•Understanding the Unmanaged Customer Journey
•Impact on Customer Experience Scores like NPS
•Delivering on the Customer Experience Promise
•Customer Success
Agenda
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3
Your customers are on a journey
Purchase Journey
On-boarding Journey
Account Change Journey
Renewal and Repurchase Journey
Problem Resolution Journey
Branch Contact Center Mobile App Website Back Office
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4
But often, part of the journey is unmanaged
Interactions Workflow
CRM Cases
Managed Unmanaged
Purchase Journey
On-boarding Journey
Account Change Journey
Renewal and Repurchase Journey
Problem Resolution Journey
DISCONNECT
“IN MANY ORGANIZATIONS THERE IS A BIG
BETWEEN THE FRONT AND BACK OFFICE.”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10
CX bottlenecks across end-to-end journey
Sales Support Back Office Billing
Journey
Loyalty Erosion
85%
85% 72%
61% 52%
100%
85% 85% 85%
First Bill Provision Welcome Sign Up
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11
Are you ready for the High Velocity Customer?
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11
The workload is often overwhelming…
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12
The problem however is often invisible…
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 13
Problem statements for Back Office
Problem: Consequence:
Fluctuating Volume • Missing service levels and creates backlog
Variety of Task Types • Increases inefficiency through higher AHT • Task delays • Increased error rate increases rework
Variance in Employee Efficiency
• Increases Inefficiency through higher AHT • Task delays increases
Limited or No Visibility • No accountability • Unfair workload balancing • No trend analysis or strategic workforce planning • Cannot match supply and demand
Static priorities • Cannot react quickly to new information or events
Manual task assignment • Increases management overhead and reduces agility
Manual selection of tasks • Introduces workforce inefficiencies
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14
The customer centric Back Office
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14
Organized around Customer Value & Experience
Seamless Experience for the Customer
The right task done at the right time
Employees receive tasks they can handle
Insight in Customer Journey & Employee Performance
Predictable Service Levels
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 15
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 15
2 capabilities to drive higher Net Promoter Scores (NPS)
Optimize the distribution of work through ‘real time
task assignment’ & continuous reprioritization of
tasks
Optimize the workforce through visibility on
workforce performance, employee skills &
knowledge
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 16
Optimizing distribution level efficiency
Business Rules drive continuous reprioritization
Skills and Presence drive real time task Assignment
Workflow, CRM & BPM Systems Tasks
Multi Channel / Back Office Workforce
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 17
Optimizing employee level efficiency
Work Item / Task Attributes: Employee / Worker Attributes:
Work Type Priority
Customer Segment Customer Value
Complexity
Skills Knowledge Experience Productivity Availability Schedule
Matching Work & People in Real Time
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 18
Optimizing employee level efficiency (continued)
Search Research Resolution Wrap & Report
Rest
Unproductive Productive Productive Productive Unproductive
Research Resolution Wrap Optimized work assignment
Random assignment / Cherry picking
Rest
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 19
Are you ready for the High Velocity Customer?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 19
Business impact
Easier scheduling process in the future
Occupancy optimization
More flexibility by the integration of our outsourcing Partners
Optimization of overhead cost
Full interval transparency for real time business decisions
Increase employee satisfaction
Customer Success
92%
80%
90%
Touring Club Suisse gained back 40 minutes per workers per day
HOSTED BY
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 23
Summary
The end-to-end customer experience is compromised • Only parts of the Customer Journey are properly managed
• Invisible Inefficiency is often the root-cause
• Volume, Variance, Variety & Volume cause an instable operating model
•Removing these constraints pays off • Improved NPS scores
• Increase in operational efficiency
• Happier Employees
• Less management overhead reduces operating cost
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 24
For more information visit genesys.com
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Connect with Genesys!
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