Continuous Workforce Optimization

Improve Workforce Efficiency and the End-to-End Experience Through Enterprise Workload Management

To increase customer retention, organizations need to focus on creating great customer experiences and omnichannel customer journeys within the call center.  But common  business practices for enterprise workload management can put that loyalty at risk.

Managing the End-to-End Customer Journey

Call centers have become highly efficient and effective organizations when it comes to handling different types of communication channels such as voice, email, chat and even social media interactions.  When it comes to following up on a customer conversation or managing offline work tasks, efficiency levels drop drastically as these offline work items are not managed through the same principles as interaction channels.

Back Office Optimization

In the typical customer service organization, offline work items are unmanaged and the time required to address them is untracked. This makes it nearly impossible to optimize the productive time of your agents. Back office departments can be far less efficient than frontline operations. Work items are kept in a multitude of different applications or systems and your employees spend unproductive time “searching” for the next task to tackle or, worse still, “cherry picking” the tasks they enjoy, instead of handling the most important tasks. Genesys research reveals that 28% of your back office employees’ time is spent performing unproductive tasks.

Improve Efficiency through Automation

Supervisors have to manually assign tasks to their teams and try to manage different data sets to track productivity. This limited insight into the workload hampers your operational efficiency, resulting in frequent backlogs and impacting your service level agreements. As a result, your customers can experience inconsistency and delays in the service you provide, and in turn they try to contact you to understand what is happening.   Now your supervisors can manage your offline contact center tasks and back-office work items more efficiently. ..  This adds to the inefficiency and complexity of managing the end-to-end experience for your customers.

Genesys solutions for enterprise workload management combine real-time presence-state of your call center agents and back office staff with skills-based routing capabilities .
.  Now your supervisors can manage your offline contact center tasks and back-office work items more efficiently. This adds to the inefficiency and complexity of managing the end-to-end experience for your customers.


Continuous Workforce Optimization

Continuously Improve Both Performance & Quality Of Your Workforce Using Genesys Workforce Optimization & Automated Workflow Management Tools

Today's marketplace leaders are relying on Continuous Workforce Optimization (WFO) where the workforce optimization and contact center infrastructure work together in a fully integrated fashion. Genesys leads the industry with the full integration of both Workforce Optimization (WFO) and the work distribution cycle which delivers advanced levels of workflow management automation and agent performance improvement.

Automation Drives Efficiency, Quality and ComplianceContinuous Workforce Optimization is fueled by highly accurate speech analytics, text analytics and employee performance analytics for every customer interaction. Unlike most other interaction analytics solutions, Genesys Speech and Text Analytics can automatically trigger various cross-WFO workflows to instantly notify a supervisor or influence scheduling and routing without human intervention. This workflow management software automatically removes repetitive manual interventions across the WFO lifecycle and improves your business performance and the customer experience.Integration Comes Standard with Automated Workflow ManagementContinuous Workforce Optimization from Genesys offers the full range of capabilities you can expect from an industry-leading WFO Suite. Built on the Genesys Customer Experience Platform, it offers a high level of workflow management automation through the use of shared common application services, such as a consolidated user-skills database, and schedule-based routing for both front and back office tasks.

Continuous WFO Workforce Lifecycle & Automated Workflow

Unlike other workforce optimization solutions, Genesys Continuous Workforce Optimization is seamlessly integrated with the Genesys Routing capabilities so that you can obtain leading workforce optimization capabilities and your contact center infrastructure from one vendor. Additionally, Genesys offers industry-leading expertise through Genesys Guru, a portfolio of managed services that help maximize your resources and workforce optimization investment by delivering best practices and actionable insights for improving customer experiences.