Post on 27-Jul-2018
Breakout 1Workforce Engagement Management (WEM): It's Time to Balance Optimization with Engaging Contact
Center Employees
Workforce Engagement Management (WEM) solutions help drive employee engagement, but
while the market moves to engagement, cost and resource effectiveness cannot be ignored.
72% of contact center costs are labor, so saving time is still an important consideration and
is at the heart of a WEM solution.
Join us to hear about key areas of WEM functionality, including: Recruitment and
onboarding, Evaluation and improvement through knowledge transfer, AI, quality assurance
and speech and text analytics, Greater time management tools reducing administrative
overhead, Assistance and task management through process automation, knowledge
centers and intelligent assistants and Gamification of metrics and recognition.
Speakers
Cam Smith, Strategic Solutions Director
Steve Kosiba, Product Marketing Manager for WFO and Decisions
Workforce Engagement
Management
It's Time to Balance Optimization with Engaging
Contact Center Employees
Employee engagement can be defined as “the level of an employee’s psychological investment in their organization.”
People create valueAON Hewitt are stating 62% of all workers are disengaged
! Lack of feedback and direction from their manager
! Lack of socializing with peers on the team
! Lack of understanding or connection to the core mission and values of the company
! Feeling underappreciated and unrecognized for their work
! An incomplete on boarding
! Lack of proper communication between manager and employees
What are the top 3 business objectives you are trying to solve within the next 18 months?
5
Provide consistent customer service
Enable employee to self manage their work life balance
Increase first contact resolution
Improve employee effectiveness
Improve employee performance
51%
40%
31%21%
18%
Genesys market survey, 300 responses, January 2017
Rewards & Recognition?
Employee Value Proposition?
Senior Leadership?
Career Opportunities?
Enabling Infrastructure and Tools?
Get started on solid groundManaging new employees
! Identify skills & capabilities that drive high-performance,
! Personalize employee engagement and development,
! Increase coaching and training ROI, and
! Help achieve better business outcomes.
Understand “Good Performance”Uncover hidden details in data across hard and soft skills
! Easy to use yet comprehensive reporting capability and compare employee Skills vs. business Performance.
! Insights into capability gaps at the individual, team, unit and enterprise level and track employee improvement over time
Flexibility with Schedule
Support for mobile scheduling is critical to enabling staff
flexibility.
01 02 03 04
Time Off Lateness
and
Payback
Unplanned
Leave
Visibility
The classic challengeEmployee flexibility while managing business need
Employees can self-manage their time off, controlled through business rules.
Allow employees to enter exceptions (offline activities) into their schedule without the need to supervision or effort on the planner's behalf.
Employees can self-manage their schedule preference requirements.
Supervisors and employees can insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.
Same organization, different people, aligned outcomes
! Control of his schedule! Personalized Training! Career Aspirations! Focused on bonuses
! Cost v Budgets! Customer Performance! Quick Decisions! Employee Engagement
Everyone has a role to play in organizational performance
Decisions
! One Click Creates the best forecast
! Simplified Modifications allowing
adjustments based on campaign
changes
! Outlier Detection and view what was
determined an outlier
! Quick adjust capabilities
! Apply forecast directly to Decisions
for planning
! See what model and parameters were
chosen and in depth analysis
Workforce Management
! Clearly defined workflow improvements for easier understanding and efficiency
! Improved management of scheduling rules allowing users to specify schedule locking for greater control
! Custom Conditional Formatting on tables for identification of problem areas
! Send interfaces and graphics directly to email or presentations
! Improved dashboards and reporting
Workforce Management
! 246 Individual feature enhancements
! Complete removal of JAVA from the interface
! Support for tablets included
! Designed with the help of external consultants
! Multiple customer field tests including user design sessions
! 24 dedicated engineers are focused on development
Workforce Management and Decisions
Forecasting Service delivers automation and intelligence to existing processes
! Best of the best model selection derived from presented data
! Leverage cutting edge cloud technology anywhere around
the global
! 40+ Algorithms and we are adding more!
! Omnichannel out of the box including back office task
support
! Leverages best practices in data science and in the wider
industry.
! Scalable modeling of queues and activities
! Aggregated super models for all levels of planning, from
weekly through to 15 minute.
! Multi-step planning for multi-interaction insights like
Journey Analytics
Routing v Predictive
21
TODAY PREDICTIVE
Skills/Group
Based match
Set Skills for
targeting
Routing on rules
based
‘first available”
Routing: Find the best resource based on predefined capabilities of the
employees. Decisions made with preset criteria, course grained ability to
apply dynamic credentials to matching
Predictive: Use Profile with Rules to understand the dynamic of the customer,
interaction and the employees available in the moment. Fine grain matching
decision based on real time abilities.
Direct to
employee
Metadata and
Capabilities
Profile
Matching
Business
Outcome
Employee Scoring and Feedback
Employee Review and CommentsEmployee receives notification; reviews and provides review comments back to agent
ReviewQuality Manager reviews interaction scoring according to experience and defined rubric
Feedback Review & AmendQuality Manager
reviews feedback and adjusts scoring if
needed
Complete & Request FeedbackQuality Manager
completes review and can optionally notify
agent for feedback
Session Completed
Session Assigned
Trending and Discovery
! Capture Information
! Transcribe Interactions
! Create Fragments
! Determine Clusters
! Emerging Trends
! Discovery and Exploration
Recruitment
Employee Engagement
Systems, processes and most importantly people working towards a common goal
Onboarding
Planning
Analysis
Assessment
Development
The Genesys Workforce Engagement Management Solution
Interaction
Recording
Recruitment and
OnboardingLong Term Planning
Traditional and
Automated Quality
Management
Employee Journey
and Performance
Management
Workforce
Management
Speech and Text
Analytics
Training and
Facilities
Management
Employee Feedback
Large or small, software created to engage your workforce
User ExperienceKey to happy customers and happy employees
! We are committed to consistent interfaces across all of our products
! We conduct customer interviews, and include hundreds of feature requests annually
! We are using outside design teams to develop and guide us in world leading best practices
! We are building them with tablets and mobiles in mind
Seeing the trees and the forestThree steps to success
EngagingUnderstanding
employee needsGrounded
Contains facts and soft feedback for a full view
PersonalizedCustomized to their needs