Genesys WFM User Group Meeting hosted by ProtoCall One
3rd June 2008
MINUTES
LOCATION:
JobCentre Plus, Halifax
Organisations attending
- DWP
- Job Centre Plus
- Emirates
- T-Mobile
- Orange
- Ladbrokes
Apologies: Ford Finance, O2, BOI
Morning Session
Performance Management within the Contact Centre
The key findings of the survey were presented:
- Lack of time was the key blockage to achieving BI for 63% of those surveyed
- Highest priority for all group members was to use BI to measure the performance of agents based on business focused objectives instead of standard call metrics
- 75% of those surveyed are now looking to integrate customer data for their BI use from their customer relationship management (CRM) systems
- 75% of respondents used only historical rather than real-time data to track agent performance
- 37% of respondents stated that BI and agent performance reporting was still treated separately.
Contact centre operations are critical to the health of many organisations. The provision of information of the right type at the right time allows the Contact Centre to be managed in line with the business expectations. It also allows the organisation to manage change by being able to measure the effects and results.
Business intelligence is more than 'just reporting'; it is the provision of information to improve or enable each business process. There are three main levels of reporting:
- Strategic
- Performance Management
- Task Support
The Information Audit was discussed as a method of establishing which of these were required and feasible. For the Genesys platform three possible solutions were tabled:
- Informiam - The new Performance Management tool from Genesys
- Oracle - Upgrade to existing solutions where Oracle is the organization's reporting tool of choice
- QlikView - Fast ROI and user based implementation of dashboards
It was agreed that demonstrations of these would be good in future meetings. It was also agreed that an additional user group meeting focusing on the BI choices would be welcomed.
Managing the annual leave process within Genesys WFM
The use of the annual leave process within GWFM is a feature generally ignored by many users.
This session was designed to be an exploration of some of the reasons why this would be, combined with an Interactive walk through of the headlines of the process using a 7.5 environment.
So when we asked for our usual show of hands to this particular topic, I was quite surprised and pleased to see that many within the user group are actually using it.
Some of the group faced with complicated contractual challenges had found some practical solutions to accrual types of leave. The strategy that works best amongst the group is to keep the process practical, simple and above all as fair as possible.
The challenge with is to conduct analysis and see what it can do from a functionality point of view; and dove tail it as near as possible to the organisations existing business processes.
Sometimes this may raise an opportunity to re-think how the organisation operates after they have seen what the solution can do. Alternatively as we saw with some of the group, it was not something that would be used within their organisation and had continued to use a spreadsheet based solution.
The latest versions of GWFM present planners and Supervisors a way of holding preferred requests if an annual leave segment is fully subscribed. For my money this is a small but highly significant step forward and takes the management of hold lists out of Outlook and retains it within GWFM. This is complimented by the recall flag left on an agents web account when they withdraw non-scheduled but approved annual leave through their web services.
I would always recommend where possible the use of auto approval as this gives agents some additional control and also reduces the amount of manual administration by supervisors. This however, needs to be planned outside GWFM to ensure that the number of approved slots is in line with seasonal demand and operating objectives.
The only concern I still have even with 7.5 is that if an agent has recalled leave and opens up a leave allocation slot; someone who is quick off the mark can get in and book the leave regardless of who is on the preferred list!! We can imagine all of the discussions that would follow?
Afternoon Session
Guided tour of the JCP Contact Centre
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