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Skills Manager Solution
• Overview

• Key Benefits

• The Need For
Skills Management
How it Works
• Skills Assessment

• Skills Analysis

• Skills & Performance
Improvement
Systems Integration
• Genesys CIM Platform

• Other Systems
Professional Services
• Training & Consultancy
ROI
 

Key Benefits of Skills Manager

Improve agent performance
Tick Improve First Call Resolution - higher skilled agents handle more customer enquiries on first contact
Tick Reduce call backs and call transfers -higher skilled staff can be empowered to manage calls right through to resolution
Tick Solution can be extended outside the contact centre into offices, offshore suppliers, branches, remote workers etc.
Tick Improve sales & service performance - higher skilled agents sell more & serve better!
Increase agent
skill levels
Tick Ensure each agent has the minimum level of skills & knowledge required before they start handling contacts
Tick Provide an objective method of proving each agent has the skills required to do their job in the contact centre
Tick Increase the diversity of skills across the contact centre
Tick Maximise the contact centre's investment in LMS & agent training content through integration with Skills Manager
Improve agent
training
Tick Pinpoint exact training needs & save training time, money & resources
Tick Prevent agent skills & knowledge evaporating after training
Tick Identify any problem training areas, by revealing trends in agent skills gaps - these can be traced back to training delivery to measure its effectiveness
Tick Ensure team leaders are accurately assessing agents by highlighting specific training needs
Maximise investment in legacy systems
Tick Overcome the key issues affecting Skills Based Routing; lack of accurate agent skills information & maintaining up-to-date agent skills information used in ACD routing
Tick Significantly reduce the cost, time & resources required to manually update agent skills information in ACD routing & Workforce Management systems
Tick Extract maximum benefit & ROI from ACD routing, performance management & Workforce Management systems
Brochures / White Papers
• G-FORCE White Paper

• Skills Manager for
Genesys WFM

• Skills Assess
Case Studies
• Mobile Telecoms
Customers
• Our Customers
Partner Zone
• Partner Programme

• Our Partners

• Technical Support
Call Centre Awards 2009 - Product of the Year
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