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As businesses look to handle rapidly increasing interaction volumes, metrics like first-call resolution become even more important. Often, one of the biggest challenges is that the frontline agent might not have the information or skill set to provide the necessary answer. So, a work item is created within a third-party system. But because this third-party system isn’t integrated with the business rules or reporting of the traditional contact center solution that’s used to handle voice calls, SMS, email, or chat requests, there’s no single, end-to-end view of the customer’s request.
These challenges add up to a disjointed and frustrating customer experience. And this makes it nearly impossible to track and report on service levels for these requests — or to continuously reprioritize requests from your most important customers or evolving urgent needs. We’ve found that customers will also contact a company multiple times through multiple channels if their question or issue isn’t resolved. That only adds to the already high workload.
Customer expectations are driven by the easiest interactions that the customer has had with any business in the past. Delivering on that promise requires a single set of business rules, skills, and reporting capabilities across the entire customer journey — from agent to back-office to outsourcer and beyond. This should also include a fully integrated workforce management platform to efficiently forecast and schedule work items.
Existing back-office systems often rely on work bins from which agents can cherry-pick less-complex tasks to hit their targets. Your agents will have confidence that they’re receiving an equitable number of work items based on the complexity of the task — and not just the number of items completed. Additionally, they receive tasks that are closely aligned with their skill sets or ones they can be trained on. This leads to higher job satisfaction and lower attrition rates.
Genesys EngageTM Private Edition stands alone in its ability to seamlessly route these work items, at scale, using the same set of business rules across the front and back office, including the ability to integrate with existing BPM systems. This solution is used by some of the largest contact centers in the world, including PayPal, to deliver highly personalized and empathetic customer experiences at scale.
These types of customer journeys allow you to not only differentiate from your competitors, but they empower you to set a new standard that your customers will carry forward to all of their interactions with other companies. To learn more, read this brochure to learn more about the Genesys Engage architecture and implementation in your contact center.
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