What Is Skills Manager?

Put the intelligence back into Genesys intelligent call routing and optimise your Genesys contact centre...

This competition is powered by Skills Manager for Genesys from Silver Lining Solutions Limited, a Genesys partner.

Used by companies like O2 and Orange, Skills Manager is the skills management solution for Genesys contact centres. The solution uses a combination of online tests, self assessment and observational feedback to assess the level of agent skills across the Genesys contact centre. Agent skill levels are stored in a central skills database - this is used to:

•	Identify individual and organisational wide skill gaps. Using specific assessments which your Learning and Development Team have previously created to understand and identify the levels of knowledge across your contact centre, then analyse this with other available key performance data i.e. Quality Monitoring results, Conversion Rates etc to really understand what skill and knowledge gaps you really need to focus training on i.e. What skills help agents sell more? What skills help agents serve better? What skills keep agents longer? Use this knowledge to deliver time effective training, rather than the sheep dip expensive approach of training everyone!
•	Automatically build personalised agent training plans in Learning Management and Workforce Management systems - including Genesys WFM. Based on the individuals skill and knowledge gaps, the application will assign the most appropriate training vehicle i.e. classroom, e-learning, Buddy-Buddy etc. This training can then be scheduled automatically into WFM, at the most appropriate time, with least impact to the business. Once scheduled the exceptions are clearly visible within WFM and the Agent schedules, this reduces the time taken to manually schedule training activity post scheduling and also takes into account the business service level requirements.
•	Manage and schedule training rooms, trainers and other training resources in WFM. Having the ability to manage all training resource through one central application i.e. training room, training resources and trainers, together with scheduling the agents in to the training sessions, helps to maximise Trainer time keeping training costs down and delivering the right training to the right agent at the right time.
•	Identify and improve skills affecting agent performance. Key performance agent data (e.g. First Call Resolutions, Conversion Rates, Consult calls etc) can be imported and analysed against assessment results to identify which has the strongest relationship - e.g. what level of knowledge is driving a higher conversion rate? Having the ability to understand "what good looks like" allows training to be tailored to deliver improved agent performance.
•	Automatically update Genesys CME with accurate agent skills data - enabling true intelligent call routing. The verified agent skills data can be used by contact centres to maximise the ROI benefits Genesys intelligent call routing provides through: Implementing optimised routing strategies that improve Service Levels. Ensuring the right call is routed to the right agent at the right time – right first time. Matching call/customer type to the agent with the closest skills DNA profile match – which agent is likely to serve this customer the best, or has the highest chance of closing this type of sale? Improving customer service through better prioritisation of calls based on customer behaviours – what type of caller is more likely to be prepared to wait for an agent who has a higher level of skill and knowledge?

Click here to download our ‘Genesys Contact Centre Optimisation’ G-FORCE White Paper.

To find out more come and see us in the G-FORCE Partner Pavilion.