Originally formed in 1908 as a tuberculosis sanatorium, Presbyterian Healthcare Services today serves one in three residents of New Mexico through nine hospitals, a multi-specialty medical group with more than 1,100 providers and a statewide health plan. Before the COVID-19 pandemic, the Presbyterian Customer Service Center in Albuquerque handled more than 80% of its contacts — around 3 million calls annually.
“Like many contact centers, we had to quickly figure out a way to safely continue the critical work we do on behalf of our patients, members and providers,” said Lourdes Nevarez, Director of Workforce Strategy at Presbyterian. “We had to care for our community in a way that didn’t put our people at risk.”
To meet the challenges of enabling remote working while retaining control of performance and support for its resources, the company uses the Genesys Engage™ on-premises solution. “Prior to Genesys, we’d spend all our time reacting to the day’s events,” added Nevarez. “There were no long-term forecasting workforce management tools and so our forecasting was manual and infrequent. We invested time in better understanding Genesys Workforce Engagement Management and now we’re able to make better decisions to streamline our operations, reduce costs and improve services.”
Big-picture planning and budgeting
Five years after fully optimizing Genesys Workforce Engagement Management — and 20 months after the first New Mexico COVID-19 case — nearly all Presbyterian contact center staff now work from home. During that time, workshops and coaching sessions accelerated their knowledge and expertise of workforce engagement management.