Proximus

With 3,000 contact centre agents in more than 20 locations, Proximus handles 20 million incoming customer interactions yearly.  However, burdened with manual processes, managers struggled to prioritise jobs or track workloads and outcomes. SLAs varied and there was no global view of operations or centralised control.

Genesys Workload Management enables the company to achieve its efficiency and customer experience goals. Tasks are automatically forwarded to the best skilled employees. Voice, chat and back-office activities form one simple-to-manage queue. Managers and supervisors enjoy greater control while agents get better information about the entire customer journey.

Within months of going live, Proximus reached their target of raising efficiency by 5%, and is on track for a 15% increase in first contact resolution. It’s much easier to cover holidays or illness. And workloads are distributed more evenly. These gains add up to a smoother, faster, more positive experience for customers.

Benefits

• 5% increase in agent efficiency
• 50% improvement in equality of work distribution
• On track for 15% rise in first contact resolution
• 40% reduction in number of skills

Challenges

• No overview of service workloads across multiple channels
• Lower than expected first time resolution
• Increase back-office efficiency and contribution to customer service
• Unable to predict service handling

Product

• Genesys

Solutions

• Workload Management
• Business Automation
• Inbound
• Self-Service