ers培訓(xùn)內(nèi)容nppt課件-wenkub.com
2025-01-07 14:21 本頁(yè)面
【正文】 (?English?5)]] ANI = 4154371038 Targets[??,Skill[?statserver?,(?CustSvc?9) amp。中國(guó)工商銀行 多媒體聯(lián)系中心解決方案培訓(xùn) Enterprise Routing Solution 閔承忠 Adam Min 企業(yè)咨詢服務(wù) 顧問 /eSOON 中國(guó)區(qū) It’s Simple in Principle ? What would you ask if you were CEO? – Who are you? – What do you want? – What ELSE do you want? – Who is available? – What else is going on? ? Of course, the details are more interesting… Customers Agents Center Supervisors Business Managers Dissatisfied Customers ? No corporate memory about them ? Wait time too long ? Many transfers ? Inconsistent service across media Lost Business Routing Frustrated Agents ? Uneven workload ? Lack customer info ? Wrong type of calls for skills Lower Productivity High Agent Turnover How to Optimize Resources? ? No way to differentiate callers ? Lack realtime enterprise view ? Manual changes too slow ? Only telephony data available Improve Service with Less Resource How to Improve Business? ? Customer retention ? Total cost of operation ? Revenue increase ? Preparation for the future Invest for Strategic Growth How to optimize resource? What will improve my job satisfaction? Do they value my business? How to impact the bottomline? ? At any level, enterprisewide from the work or premise ? Multimedia ? Integrated with Framework ? Packaged into two solutions – Network Routing Solution – Enterprise Routing Solution Universal Routing Capability ? Maximize opportunity between the client and the customer by placing the right customer with the right agent/resource. – Efficient Service – Customer Oriented – Crosssell / Upsell opportunities ? Balance load between agents, groups and/or locations Customer Benefits: “Get it right the first time” Benefits ? Marketdriven enhancements ? Ensure specified service level agreement (SLA) metrics are achieved ? Realtime feedback to determine if business objectives are being met ? Greater business agility enabled by shorter rollout of strategy changes – New, intuitive GUI enables rapid routing strategy development and changes Universal Routing Server ? Media Independent ? Flexible Routing Strategies ? Customer Segmentation ? Demographics, Revenue History, Account Data … ? Data Directed Routing ? Businessdriven Rules Using Data from Databases, Enterprise Software, IVR, Statistical Information … ? Dynamic Agent Tracking as a Virtual Group ? ability to queue to additional groups as time elapses Genesys Enterprise TServer Interaction Router Universal Queue takes routing businesswide Evolution of Routing Business Routing Know Your Customer and Capabilities: Business ProcessDriven Let Customers Choose: Voice, Email, etc. Extend Anywhere: EnterpriseWide and “Virtual” Call Centers EnhancedACD Packages SkillsBased Routing ACD BaseLevel Agent Grouping Capability Limited IVR and Database Platform Support Overflow to Next Available Agent Queues Call by Skill Groups Limited Focus: Agent Efficiency (“Next Available”) ? 存取外部客戶數(shù)據(jù)庫(kù)數(shù)據(jù)作為呼入分配的依據(jù) ( 傳統(tǒng)排隊(duì)機(jī) ) ? 實(shí)際范例 ?VIP服務(wù) ?依據(jù)客戶貢獻(xiàn)度 (如帳單金額 …) ?Last Agent Handling ?IVR轉(zhuǎn)服務(wù)人員前最后動(dòng)作來預(yù)測(cè)用戶呼入的需求 ?進(jìn)行 Web呼叫前的動(dòng)作來預(yù)測(cè)用戶呼入的需求 ?… 基于數(shù)據(jù)驅(qū)動(dòng)的路由策略 (datadriven routing) ? 基于技能路由 (skillbased routing) ? 基于話務(wù)員工作量路由 (workload balanced routing) 基于話務(wù)員技能的路由策略 (Agent Profile Routing) “ A major benefit of the Genesys solution is that it allows the unified management of all channels with a unified database and unified routing. A further benefit is that different contact types are able to be subject to customized routing rules.” Frost amp。 (?English?9)]] Routing Sentence:Default Route ? When all conditions fail, routes to default destination ? Default Route can also be explicitly specified Examples DNIS = 18005551212 Default ? Default destination look up order – Routing Point (Default DNs) – Default_destination (IR server application – options tab) Treatments ? Treatments are switch specific ? Mandatory Treatments – Applied before queuing a call to a target ? Busy Treatments – Applied during the wait time for a target ? Types of Treatments – Music[source]: seconds – Silence
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