Today’s customer experience challenge
According to research firm Ovum, 74% of consumers use more than three channels to get their questions answered or their issues resolved. The more channels you offer to your customers, the more challenging it becomes to deliver a consistent multi-channel service level.
Traditional Workforce Management solutions were built in the “voice-only era” and often fail to deliver on the requirements of a modern multichannel customer service operation. Often, each channel is managed in isolation and employee data and skills are maintained in multiple systems. Obtaining the statistical information needed to forecast and schedule, requires a lot of manual work that takes valuable time from your operations team and increases the likelihood of input errors.
Managing a multichannel workforce using such an approach prevents you and your company from continuously optimising the customer experience as well as delivering on service level agreements within budget.
Integrated multichannel workforce management
Unlike most workforce management products, Genesys Workforce Management supports all communication channels and work items through integration with the Genesys Customer Experience Platform. Statistics such as volume and handle time are automatically available so that the operations team can focus on creating accurate forecasts and cost-effective workforce schedules instead of manually processing data.
Architected for multichannel interactions
The service-level requirements for the voice channel are vastly different from an email interaction and back-office work items may have handle time split out over multiple days or weeks. Unlike most planning solutions that still utilise Erlang C-based forecasting models for digital channels and back-office operations, Genesys Workforce Management provides a variety of sophisticated and specialised forecasting algorithms to deliver the highest possible forecast accuracy that best fits the specific characteristics of each work type.
Increasing agent engagement
Delivering a good customer experience starts with motivated employees. Genesys Workforce Management provides your employees the functionality to view their schedule, bid for or trade a shift and much more so that they can influence their own schedule. Through advanced configuration options and personal preference settings, planners can build workforce schedules that deliver on service level objectives, respect labor laws and satisfy employees all at the same time.
Schedule-based routing
Through the integration with the Genesys Customer Experience Platform, Genesys Workforce Management offers a truly unique capability. As interactions and work items are routed, the workforce schedule can be consulted in real time. This helps to prevent routing interactions to employees who are not scheduled to work on the specific activity. It can also save unplanned overtime cost, as employees will no longer receive interactions when their shift has already ended. Schedule-based routing also eliminates the need for supervisors to keep a pulse on what activity needs to be worked on by whom and when. Schedule-based routing takes care of shift transitions automatically and helps employees adhere to the workforce schedule.
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