Workforce Engagement Management

Hey Everyone,

Katie and her team emailed with the following questions:

1. Best practices on customers asking the same question and switching channels (emailed, then called in before we responded to the email)
2. ASA best practices – what is industry standard? Is there a good formula to determine what is best for all call center?
1. Our contact center goal is currently 30 seconds
3. FCR – best practice to self-report or go off of customer feedback
1. How to capture FCR considering channel switching
4. Is there a good option for aggregate interval reporting?
1. Ex: 1 line item that shows KPIs for all 10am intervals for the month of May

#AskMeAnything(AMA)
#Genesys Cloud

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Matt Lawson
Genesys - Employees
Manager, Online Communities
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Hi Katie,

For question 2 above, I generally guide customers with the typical consulting response.  It "depends".  And it actually does.  There is no industry standard that meets the majority of contact centers needs.  Performance targets are specific to you and your customer promise.  I am sharing an article that I think sums up the required analysis much better than I could recreate in this post.  While the article describes establishing service level the same principles could be applied to establishing ASA targets.  Hope this helps.  https://www.contactcenterpipeline.com/Article/setting-service-level-objectives

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Chip Funk
Manager, Business Consulting
Genesys - Employees
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Hi Katie,  here are some thoughts on your three questions:

1.  what do do about channel surfing.  unfortunately, this is the new normal in many centers. As customers try to contact us in as many ways possible to either get the best answer or the fastest one.  One thing to evaluate is your email Service goal.  If your response time goal is too long, or not clearly stated, customers will reach out to other channels.
2.ASA best practice-  there is no industry standard but you can evaluate your abandon rate  threshold with the idea of having your ASA goal slightly lower than that.  to see that in  Genesys cloud you have to set your goal ranges in the Call Center/Analytics and to view the results go to queue performance and click on the magnifying glas in the summary row in the abandon rate column.
3. FCR is a bit of a challenge.  If you are using a seperate CRM, you could track interactions in that tool.  Have have also seen some customers use ACW codes in an attempt to get close to it.
4. interval summaries- there is not a native report for summarizing multiple days worth of the same interval in GC.  You could however, export the data and summarize in excel.  You can also export the average of up to 8 weeks of summary day data out of the WFM forecast screen by selecting your weeks in source data, then exporting to forecast .

Best,

Dan

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Daniel Rickwalder
Genesys
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