1 to 1 Customer Service - Take your Contact Center Routing out of the Queue
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Transcript of 1 to 1 Customer Service - Take your Contact Center Routing out of the Queue
1-to-1 Customer Service Best Practice #3: Take Your Contact Center Routing Out of the Queue
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Stuart WaltersPrincipal Business Consultant
Genesys
Brendan DykesSr. Manager Solution Marketing
Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
In the beginning...
• PBX• ACD• Multiple
Teams Sites Skills Providers Countries
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Controlled Chaos
Complex Organization
Complex Technology
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
Queues
• Parking• Prioritization• Skill Allocation• Messaging• Music
Genesys Routing Design - Flexible Simplicity
No
Identify Caller(implicitly or explicitly)
Skilled associate available?
Yes
Planning for the Unexpected Genesys Virtual Hold
“Rather than wait on hold, we can call you back when it’s your turn...”
ASSISTED SERVICE
No
Yes
Customer Value RoutingTo self-service or
skilled associate with screen-pop
Human
Automation
Yes
No
Business As UsualAutomated Self-Service
“Your account balance is...”“Your bill is due on...”
Context from Conversation
Manager
iCFD™ Interceptor“Are you calling about...?”
“We have an update for you...”
Business As UsualCaller Intent
”Tell me what you’re calling about...”“Please select from the following options...”
Best handled
by...
2
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Queues and Skills
Routing Strategy based on Flexible SimplicityBusiness as Usual – Team-based routing to general skills
ENGLISH SALES TEAM
SPANISH SALES TEAM
ENGLISH GENERAL TEAM
SPANISH GENERAL TEAM
CAREER PATH
CAREER PATH
SKILLS:
• + English
• +Spanish
• + General
• + Sales
QUEUES:
• +English General
• + Spanish General
• +Spanish + English General
• + English Sales
• + Spanish Sales
• + Spanish + English Sales
• …
Routing Strategy based on Flexible SimplicityPlanning for the Unexpected – Borrowing & lending virtualized resources
ENGLISH SALES TEAM
SPANISH SALES TEAM
ENGLISH GENERAL TEAM
SPANISH GENERAL TEAM
ASSOCIATE SKILLS:
• +Eng +General
• +Sp (+Eng) +General
• +Eng +Sales (+General)
• +Sp (+Eng) +Sales (+General)LEND
LEND
LEND
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
Where’s the value?
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Customer Journey: IVR Entry
Customer dials toll-free number for your bank.
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
All agents, including those currently engaged with other customers
Potential Agents Available for Routing
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Customer Segment Platinum Customer
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Customer Segment Platinum Customer
Customer’s current products:
• Online bank account (with limited branch interaction)
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Customer Segment Platinum Customer
Customer’s current products:
• Online bank account (with limited branch interaction)
• Platinum Visa Credit Card
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Customer Segment Platinum Customer
Customer’s current products:
• Online bank account (with limited branch interaction)
• Platinum Visa Credit Card
• Auto Loan
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
Customer Journey: IVR Authentication
The customer is identified by their mobile number (ANI), and authenticates in the IVR.
Customer Profile is used to identify:
Customer Language Preference = Spanish
Customer Segment Platinum Customer
Customer’s current products:
• Online bank account (with limited branch interaction)
• Platinum Visa Credit Card
• Auto Loan
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
Subset of agents with only required skills
Potential Agents Available for Routing
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Customer Journey: IVR Exit Code
Customer requests info on “Loan Rates” (LR)
Proficiency ratings determine not which agent has been waiting longest, but other criteria to reach the best agent for this customer: • Customer profile = originally from Puerto Rico. • Agent Olivia Hernandez:
Highest proficiency in closing new loans Originally from Puerto Rico.
• Olivia is currently on a call
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Customer Journey: IVR Exit Code
Customer requests info on “Loan Rates” (LR)
Proficiency ratings determine not which agent has been waiting longest, but other criteria to reach the best agent for this customer: • Customer profile = originally from Puerto Rico. • Agent Olivia Hernandez:
Highest proficiency in closing new loans Originally from Puerto Rico.
• Olivia is currently on a call• Business parameters = hold the call for 10
seconds for her to become available• Then look for other agents with the next highest
proficiencies
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
Olivia Hernandez: Service = 7Sales = 8Relationship Builder = 10Online Account = 8Credit Card = 8Personal Loans = 9New Loan Closure = 9Spanish Language = 8Puerto Rican = 1 (Yes)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20
Customer Journey: IVR Exit Code
Customer requests info on “Loan Rates” (LR)
Proficiency ratings determine not which agent has been waiting longest, but other criteria to reach the best agent for this customer: • Customer profile = originally from Puerto Rico. • Agent Olivia Hernandez:
Highest proficiency in closing new loans Originally from Puerto Rico.
• Olivia is currently on a call• Business parameters = hold the call for 10
seconds for her to become available• Then look for other agents with the next highest
proficiencies
Routing Strategy based on Flexible SimplicityAgent-Level Routing & Selection – Using business rules to identify resources
Smaller subset of available agents, using skills as routing “influencers” based on business rules to determine specific agent
Potential Agents Available for Routing
Olivia Hernandez: Service = 7Sales = 8Relationship Builder = 10Online Account = 8Credit Card = 8Personal Loans = 9New Loan Closure = 9Spanish Language = 8Puerto Rican = 1 (Yes)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21
If a decision can be made this way manually today, it can be built as an automated business rule with greater flexibility than you have today
Uses include: • Borrowing & lending between groups• Prioritization of specific interactions • Route to last agent spoken to• Route dropped calls back to agent• Fraud and Risk Management• Route certain items to lowest cost agent• Customer value or customer cost based
routing• Additional value-based segmentations• More…
Business Rules
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Today’s Customer – Any Channel, Any TimeYour business rules need to support multiple channels, across the enterprise
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.23
Multi-Channel Routing
• In a queue-based structure, each additional channel increases the number of queues exponentially
What if … each additional channel:
• Routed just like a phone call?
• Used the same routing engine & business rules?
• Was delivered as a “Next Best Task” by a single virtual queue?
• Blended into one master queue for all interaction channels?
• Used customer attributes for routing prioritization?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.24
Business Prioritization
Customer Interaction Queue
“Snail Mail”ChatEmailService Outbound
Routing Engine
Sales vs. ServiceLifetime Value
Customer Profile / Demographics SLA Prioritization
Sales Online
Revenue / ProfitabilitySales Close Rates
Agents
Distribution SkillsCompetencies e.g. Sales and ServiceLanguages e.g. English and SpanishLegal & Regulatory e.g. Financial LicenseProficiency e.g. Close AbilityChannel Competency e.g. Voice, Chat & email
Routing with One Universal Queue
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.25
Business Prioritization
Customer Interaction Queue
ChatEmail
Routing Engine
Sales vs. ServiceLifetime Value
Customer Profile / Demographics SLA Prioritization
Distribution
Revenue / ProfitabilitySales Close Rates
Agent
SkillsSales= proficiency 10Spanish= proficiency 8Service = proficiency 5Financial License = 10Close Ability = proficiency 10Chat = proficiency 4Email = proficiency 3
Universal Queue – Email & Chat Example
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.26
Business Prioritization
Customer Interaction Queue
Service
Agent
Routing Engine
Sales vs. ServiceLifetime Value
Customer Profile / Demographics SLA Prioritization
Distribution
Sales Online
Revenue / ProfitabilitySales Close Rates
SkillsSales= proficiency 10Spanish= proficiency 8Service = proficiency 5Financial License = 10Close Ability = proficiency 10Voice = 8
Universal Queue – Inbound Phone Example
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.27 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Real-Time Routing Adjustments
Business rules & parameters for routing should eliminate most of the need for intra-day routing adjustments.
However, it does not eliminate the ability to adjust parameters when required.
Think of this as occasional fine-tuning as opposed to making massive skill assignment changes continuously.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.28
•Today:• Agents are scheduled for classroom/instructor-led, computer-based, or self-guided
training. Each of these require time before and after to transition, and for group training, time to wait for all participants to arrive.
Tomorrow:
Use Cases: • Legal Compliance• License Management• New Product Launches• New Device or Application Support
• Agent wraps up existing contact
Call
• Agent receives a 15 min. training module as their “Next Best Task”
Next Best Task • Agent receives and takes assessment on new knowledge
Assessment
• Assessment results update routing with a new proficiency rating
Proficiency • Agent receives a new contact based on new skill & proficiency rating
Next Contact
Future of ‘Just-in-Time’ Training & Assessment
• Knowledge Nudges• Self-Service Knowledge• New Methods & Procedures• Etc…
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.29
Key Takeaways
• Routing is the foundation
• One Virtual Queue removes complexity
• People have skills not platforms
• Design to deliver to skill associates ‘anywhere’
• Maintain skills based on associate’s training
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.30
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Stuart WaltersBrendan Dykes
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.31
Upcoming and On Demand Webinars
Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #4: Integrate Workforce Management with Contact Center RoutingJune 12, 2013
On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value
One-to-One Customer Service Best Practice #2:One-to-One Routing
Thank You for participating!For more information, please visit
www.genesys.com
Email us: [email protected]