Optimizing Employee Performance to create Excellent Customer Experiences @stefancaptijn – Product Marketing Director Biz Apps

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Agenda

Introduction

Customer Experience across your Customer Service Chain

Building the ‘Performance DNA’

InterContinental Hotel Group – Robert Dobson

Conclusion

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Building blocks for Customer Experience Management

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WFO enables Customer Experience

All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.

“Employees with the

skills & knowledge ...“ “...Available at the right time “

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“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?

?

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Employee Performance

What is their ‘Performance DNA’?

9 9 All rights reserved © 2009, Genesys Telecommunications Laboratories, Inc.

Forensic Analysis of Skills

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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

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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

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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

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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

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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

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Agenda

IHG Company Background

Business Objectives of Genesys WFM

Staffing Optimization

Genesys WFM Benefits

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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

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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

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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

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Staffing Optimization

Forecasting Methodology – Universal versus Expert Average

Multi Site, Multi Skill Activities

Activity Group Reporting

Break Pattern Optimization

WFM Vendor Optimization

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Genesys WFM Benefits

Understanding of WFM Vendor Benefits versus competitors

Leverage Vendor Partnership

Q+A

Thank you!

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