DNB is the largest financial services group in Norway. It wanted to deliver seamless customer service across all of its retail banking channels and so increase first contact resolution.
DNB recognized that no agent can have all the skills required so they decided to train agents to become experts in specific areas. DNB identified over 200 different competencies and skills involved in resolving customer inquiries. The challenge, then, was to ensure that they had the right mix of agents with the rights skills and competencies to resolve customer inquiries the first time.
DNB uses Genesys Workforce Management (WFM) tools to help forecast demand and schedule agents’ time. These WFM tools are fully integrated with the routing and other contact center systems. As a result, DNB generates extremely accurate forecasts of demand.
“Perhaps the most important thing that I have learnt from my experience,” said Grethe Smith-Meyer, Human Resources Manager,“ is the value of having a fully integrated forecasting and scheduling tool. When you can see the whole value chain, you get much greater insight into the way that the contact center performs and can make much more accurate forecasts.”
“You can have the most advanced and sophisticated routing strategies, but without an integrated WFM tool you will not be able to fully take advantage of it.”
Grethe Smith-Meyer, Head of Resource Management.