Deliver a Better Customer Experience
Delivering a great customer experience and managing customer service operation within budget can be a daunting task. Your Contact Center operations face the challenge of accurately planning for multiple communications channels, and analyzing the quality of conversations your agents deliver across these channels.
Typically the number of interactions you manually analyze is simply not sufficient to provide an accurate view of agent performance. Yet, scaling up your quality management team to meet the demand is time consuming, expensive and yields poor results without automation.
Consumers use multiple channels to communicate with your organization, but most workforce planning solutions do not offer the required functionality to accommodate for different arrival and distribution patterns of email, chat of social media interactions.
Coaching Employees for Success
To improve the quality of customer interactions, your employees must be skilled and motivated at the same time. Higher morale leads to increased retention and better overall customer experiences.
However, skill training plans are often based on one-size-fits-all planning, rather than individual skill sets – and your systems are challenged to offer the needed variety and flexibility for workers.
Better Business Results Through Actionable Analytics
You can continuously improve the customer experience, employee quality, sales conversion rates and manage compliance through highly accurate speech and text analytics that automatically trigger workflows to schedule training, notify a supervisor or update an employee’s skill.
Continuous Workforce Optimization
Unlike most other Workforce Optimization solutions, Genesys Continuous Workforce Optimization offers a complete suite of integrated workforce optimization capabilities to accommodate cross-channel customer journeys and the multi-skilled, multi-channel workforce.
Built on the Customer Experience Platform it offers a high level of automation through the use of shared application services such as a single user and skills database, interaction statistics and metadata, and schedule based routing for front and back office tasks.