EEM Flashcards
1
Q
What are key KPI’s for EEM
A
Overtime Hours:
Amount of time Agents are signed into the Q
Time Off Offers Accepted:
2
Q
What are buyer personas for EEM
A
CC Operations
WFM Mgmt
3
Q
What are Business Challenges for EEM
A
Low CSAT bc of constant understaffing and poor performance
Employee turnover due to poor EMP engagement
4
Q
What are Key Capabilities for EEM
A
- Automated approval of Time Off, Extra Hours, and Self-Swaps for agents.
- Automated communication via email, text, alert popups, in-app messaging.
- Automated alerts on KPIs, scheduled events
5
Q
What are disco Q’s for EEM
A
How are you dealing with intra-day under or over staffing?
How do you offer agent engagement for work life balance
6
Q
What are differentiators for EEM
A
Agent self-scheduling w/ pre-approvals
Auto staffing Optimization
7
Q
What are Competitors for EEM
A
Intradiem / Verint / Aspect
8
Q
What are success Stories for EEM
A
Farmers Insurance - Overtime was reduced and overall increase in agent satisfaction
