Performance Management and Analytics
Businesses today need to make timelier and more accurate decisions, gain visibility into operational call centre performance, and ensure business operations are aligned to corporate goals. Unfortunately, many are still relying on traditional performance reporting and analytics, which are designed to document what has happened, after it happens, at a very low operational level. And, adapting performance reports to better fit business needs usually involves IT and a long wait. Historical context is important, but to manage performance and solve problems before they become business issues also requires real-time intraday performance management.
Genesys Performance Management delivers both real-time insight across the entire customer services organisation and the historical insight to give it long-term context. Business and operations managers and key users can see the real-time graphical metrics and Key Performance Indicators, based on their role, to identify performance and service issues as they develop and take corrective action before they affect customers and revenues. Contact centre agent performance capabilities allow agents to manage their own performance in real time, correlate performance with supervisors, and receive the information they need. Executives and managers also have the information they need to study trends and patterns so they can streamline operations and align operations to goals.
Advantages:
- Allows operational performance to be managed in real time
- Provides appropriate information to users, based on their role
- Enables the tracking of previously “un-trackable” business processes
- Drives continuous process and performance improvement
- Empowers users to answer their own questions by building or modifying reports with a drag-and-drop tool
- Increases customer service accountability and alignment to corporate business goals
Features:
- Intraday Visibility into Operations
Genesys Contact Centre Advisor creates visibility into real-time operations, allowing users to quickly determine the root cause of problems and collaborate to resolve them.
- Intraday Visibility into Resources
Genesys Workforce Advisor consolidates data from multiple switches and workforce management applications to help organisations more effectively manage the supply of agents against the ever-changing call demand in the contact centre.
- Real-time Agent Performance Management
Genesys Frontline Advisor monitors contact centre agent performance metrics and behavioural rules, alerting managers when business objectives are not being met and if calls are being handled outside of contact centre performance guidelines. This break-through contact centre performance monitoring allows supervisors to effectively coach-in-the-moment to improve contact centre agent performance and reduce turnover.
- Real-time Agent Self-management
Genesys Agent Advisor allows contact centre agents to self-manage their performance. Genesys Agent Advisor provides the agents with the same performance information the supervisor has and gives them the opportunity to proactively manage their own performance in real time.
- Long-term Business Insights
Genesys Interactive Insights is a Web-based query and contact centre reporting application that accesses data from Genesys Info Mart to provide a complete, business-oriented view, based on role, for contact centre managers, business users, supervisors, and agents. These users can measure past interactions in their own terms and collaborate using common reports to improve performance moving forward.
- Complete Customer Interaction and Agent Data
Genesys Info Mart stores complete customer interaction and contact centre agent details across media types. It can also capture data outside the contact centre, for visibility into previously “untrackable” business activities and processes.
Contact centres now recognise that
performance management needs to encompass three sets of measures - for the customer; for the agent; and for the organisational stakeholders.
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