Frontline agents often receive calls that can’t be solved over the phone. Typically, this results in a work item request for an additional resource. But how long does it take to get to the correct resource?
True business automation captures all work items, no matter the sources, and finds the best resource—back office, outsourcers, inside sales or another option. It then automatically assigns the item based on unified business logic. This automated approach to workforce management enables prioritization and scheduling that routes each item to the best available resource for fast resolutions—improving customer experience, response rates and first contact resolution rates.
Increase online sales conversions by monitoring website visitor behavior and reaching out with a chat or callback when an engagement rule is triggered. With full visibility into the prospect’s journey, you can:
Keep up with shifting demands with better workforce management across your organization. By blending real-time interactions with non-real-time task interactions you’ll use agents’ secondary skills seamlessly and automatically. This process increases agent utilization, reduces wait times and smooths out interaction volumes.
If a customer needs to speak with someone who has underwriting skills, for example, but no one is immediately available with that primary skill, you can push the work item to someone with underwriting as a secondary skill. Sharing resources within a backup queue keeps work flowing. And because it’s fully automated, it’s seamless to your prospects and customers.
Because Genesys Enterprise Workload Management enables us to eliminate errors and delays by automatically assigning tasks to exactly the right person based on their expertise, the consistency, accuracy, and quality of our work has been greatly improved, and has created a lot of savings in terms of man-hours.
Gideon Makleff, Executive Vice President of Back Office Operations, Bank Hapoalim
Targeted proactive communications offer great opportunities to create long-lasting bonds and decrease the volume of inbound calls to your contact center. When you send highly personalized, timely and relevant notifications through your customers’ preferred channel—SMS, email, voice, social or mobile—you create effortless interactions and improve customer satisfaction. Done properly, automated notifications on important alerts and updates also improves workforce management by saving agent time.
Consider the possibilities for your customers:
Many sales teams struggle to have meaningful conversations with prospects that result in qualified leads or conversions. Often, marketing teams struggle to maximize budgets to fill the pipeline and drive growth. These disconnects leave sales reps unable to recognize and act on moments that count—and conversion rates suffer.
Bring together online and offline engagement data while automating business processes to handle leads in real time. Automation enables you to match the right lead to the right rep for informed conversations on any channel. And giving sales reps the relevant information and guidance they need means they can better manage every interaction. Tying business automation with sales improves workforce management by giving teams the tools needed to follow up and convert more leads.
Frontline sales reps are critical in optimizing customer experience. Without journey history and context, they can’t fully understand what a customer really wants. Monitoring website behavior can increase online sales conversions. When an engagement rule is triggered, reach out to the visitor with a chat or callback.
Increase your campaign effectiveness and lead generation with automation to prioritize and distribute leads based on their value and timeliness. Recapture lost online sales opportunities through automatic classification and prioritization, then distribute them to the best available sales rep. With business automation, you can:
Give your sales reps quick and easy access to information so they can deliver an efficient and personalized customer experience—every time they interact with a prospect:
Combining channel consolidation, context, knowledge and integration gives sales reps the ability to efficiently provide the best possible service.
Having disparate queues for channels and media types creates a fragmented customer experience. It makes it impossible to manage SLAs or prioritize the most valuable customer interactions across channels. With real-time enforcement of SLAs, you can better track KPIs and adjust your business logic to ensure that goals goals are met. With better workforce management, sales reps also can work on the highest-priority tasks.
A real-time dashboard lets you see KPI performance so that if you’re at risk of missing an SLA, you can make an adjustment or have the system do it automatically. You’ll be able to accurately attribute each action to an outcome—and greatly improve conversion rates.
The Genesys solution is helping us improve our sales performance on the front end while protecting customer retention by providing a consistent customer experience. And because calls and tasks are now prioritized according to business and customer needs, we’re operating more efficiently and effectively than ever before.
Stephen Blayone Director, Consumer Sales, Sasktel
Prioritizing tasks isn’t always easy. Don’t rely on manual processes to get the job done. Ensuring the greatest level of efficiency and meeting SLAs requires automation that is system and platform agnostic, where every process is delivered and managed in the same simple way.
Business automation extends beyond the contact center, capturing customer context and applying your business rules to automate processes and manage all SLAs across systems—regardless of platform. You can personalize processes based on customer needs and history, and choose the quickest path to resolve problems. Funnel data gathered from these interactions into a workforce management solution for back-office resource planning and scheduling.
Most businesses store critical data on multiple, disparate systems. Business automation offers unique cross-system capabilities that integrate with third-party products using open, standard-based adapters. This enables automation in an orchestrated way—whether pulling data from sales, services, marketing, help desk or any other system. No matter how your business strategy evolves, it’s easy to add new processes or channels using packaged integrations that all maintain a single view of the customer across channels via a real-time dashboard.
Changes to your business environment are inevitable—whether it’s temporary seasonal shifts, shifting deadlines or compliance requirements. But the days of working months ahead with a programmer to recode business logic and accommodate your changes are over. With business automation, you can change a process as frequently as needed to create and modify business processes. Regain control over workforce management and other processes without depending on IT.
From beginning to end, business automation captures information and reports on every stage of your business processes. It allows you to:
Learn from each interaction with context on the customer history during their entire journey. You can see which employees worked with the customer on each interaction—even if source data resides in legacy systems.
Keep your employees engaged by increasing resource utilization from different departments when there are shifts in demand. Push work items, including voice, to staff with specific primary or secondary skills, as needed—no matter where they reside in your organization. Sharing resources within a sort of universal queue for backup keeps work flowing and it’s done in a fully automated and seamless way.
Go beyond process and workflow automation to automate task distribution using workload management capabilities in the Genesys PureEngage™ platform. You can distribute tasks that originate from the contact center and other systems, such as back office, branches, outsourcers and agencies. The system captures all tasks from any source and pushes them to a universal queue. From there, it prioritizes tasks, matches the task to necessary skills and pushes it to the best available resource. All of this is done in real time, automatically and seamlessly. Orchestrating and automating task distribution in real time lets you manage your workforce and other resources in the most beneficial way. This means all employees work all their scheduled time—and customers get the best service possible.
All tasks and back-office processes affect the customer experience. When you have visibility into how efficiently and effectively work is performed, you have more control over the entire customer journey. The PureEngage automation solution improves performance with workload management that’s based on a single, universal queue which uses a defined process flow. As tasks come in, the solution identifies the most important one —what has to be done right now—and routes it to the best resource based on individual skills and availability. And because it integrates with all your systems, it continually monitors and re-prioritizes tasks for better workforce management.
Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs or prioritize the most valuable customer interactions across channels.
With real-time enforcement of SLAs, the PureEngage platform lets you track real-time KPIs and adjust your business logic. With workforce management software, employees keep focused on the highest-priority tasks. You’ll also gain valuable insights to keep customers informed of progress, reducing the number of calls and emails. Managers view KPI performance through a real-time dashboard. If you’re at risk of missing an SLA, you can make a decision and take corrective action or have the system do it automatically.
Workload management is transformational to your business because you can route things by business rules, the way they need to be routed. You can fundamentally make your business more responsive to your customers. It’s that simple.
Dale Parchois, Vice President of Customer Experience
Knowing what needs to be done and how long it will take alleviates pressures on employees and helps you better align resources to match needs. The PureEngage automation solution measures average handle time per task and collects historical data to calculate and forecast resource requirements. This simplifies interactions and work-item scheduling across all channels. For example, if you have a work item that will take two hours to complete, the PureEngage solution pinpoints matching resources and pushes the task to the best one. And, because this workforce management solution continually monitors skill development, you can compare individuals versus group average handle time to identify knowledge gaps. Use that data to create personalized training classes.
Equalizing workloads motivates employees by ensuring that every resource gets the same amount of work—and that work is measured objectively. Because the process is automated, all staff complete work with similar complexity, giving managers a fairer measure of performance. You can even tie it into your incentive systems.
By automating work distribution, you also eliminate an agent’s ability to cherry pick tasks, or intentionally slow down when quota is complete. The PureEngage automation solution considers how long a task should take and seamlessly assigns new tasks across all systems. Over time, managers see more than just the number of work items an employee handles for true workforce management.