Workflow management is the process of optimising a company’s business processes using automation. This process includes mapping, planning and co-ordinating all parts of a business’ structure — from managing all points of interactions on a customer success journey to handling day-to-day administrative tasks.
How Genesys can help
Contact centres must accurately plan for multiple communication channels to support an array of interactions — email, voice, text or social media — to best serve customers and prospects. A lack of system integration between online and offline work tasks is ineffective and inefficient for understanding customer needs. Workflow management is critical in optimising front- and back-office teams to enable great customer service.
Genesys workforce optimisation offers a full suite of integrated agent and workflow capabilities to deliver an omnichannel customer journey through multi-skilled employees.
Coaching Employees for Success – analyse the quality of conversations agents deliver across channels
Improving the quality of customer interactions – skilled and motivated employees increase customer retention
Automating routing and task assignments – shared application services for front and back office tasks
Empowering your workforce with automated routing and task management facilitates great customer service and improved business performance. Read the ContactBabel “Inner Circle Guide to Multichannel Workforce Optimisation.”