This business is a multinational corporation providing property management software for the multifamily, commercial, single-family, and vacation rental housing industries. Serving over 20 million properties across North America, Europe and Asia, this particular organization has one of the most complex and robust contact center environments in the industry, which also means that the reporting structure and tools necessary to analyze the contact center performance need to be the best-in-class.
One of the major challenges for a company of this size is the siloing of data across geographies and business units. Siloed data can keep company leaders from seeing the big picture in terms of how the global operation is performing, which means it is business-critical to be able to bring all customer experience and agent performance data together into one highly visible report.
Solving the Challenge of Data Silos
SEEING BIG PICTURE
Bringing Together Disparate Data Sources
In order to have a holistic understanding of how the contact center was performing, it was critical to combine data from five disparate data sources to present unified analytics within their Genesys Cloud implementation.
The data sets were:
- Genesys Cloud
- A 3rd party WFM tool
- A 3rd party Survey Tool, and
- An internal proprietary ticketing system
These data sets, when combined, were required to compile an agent-based performance dashboard that would influence compensation, retention, and ongoing efforts for team improvement and coaching. The sole purpose is to ensure the overall quality of their agents and processes.
In addition to being able to evaluate at the Agent level, this customer also needed to be able to slice this data via Location, Line of Business, Manager, and Team Lead. This additional hierarchy structure does not currently reside natively in Genesys, but instead comes from their proprietary People Management Database.
THE SOLUTION & BUSINESS OUTCOMES
Meeting Complex Enterprise Reporting Requirements – The “Agent Performance Scorecard”
In order to meet the company’s unique and complex reporting requirements, Emite worked together with internal CX stakeholders to map key unifying fields and filters in order to create a reporting structure that aligns with all data types being collated together and ultimately aligns to the needs and goals of the business.
Emite’s flexible data ingestion layer for all their data sources, including the Genesys Cloud data, this customer was able to ingest and associate all five data sets in a single dashboard to serve as a global “Agent Performance Scorecard”.
Furthermore, Emite’s powerful data preparation capabilities enabled them to associate the Genesys AgentId to their proprietary hierarchy structure within their People Management System. This allows the custom “Agent Scorecard” dashboard to be filtered by Location, Line of Business, Manager, Team Leader, or Agent— all of which are custom fields managed outside of Genesys but linked back via the Genesys AgentId.
Powered by insights from Emite, the “Agent Scorecard” continues to be one of the most valuable reporting tools in the company’s arsenal and has been critical for informing agent coaching, staffing, resourcing, and ultimately maintaining a well-oiled customer service and contact center engine.
Removing Data Silos & Connecting Data Sources
Involving analytics experts like Emite in data correlation projects early will help you streamline your ETL and give you the flexibility you need to combine data from disparate sources.