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It’s always fascinating to see how different organisations approach similar challenges
At Virtual G-Summit ANZ earlier this year, one of the most popular sessions was Journey to the cloud, a panel discussion where three industry leaders shared their experiences of moving their contact centre to the Genesys Cloud platform.
During the lively discussion, Rebecca Martin, Contact Centre Manager, FlexiGroup New Zealand, Lisa Macnee, Head of Digital and Customer Engagement Centre, TSB and Mel Tuck, Manager, Farm Source Service Centre, Fonterra Co-operative Group, talked about their drivers for moving to cloud and some of their lessons learned in their journey so far.
While each of these organisations are at different stages in their journey to cloud, three key benefits came through loud and clear:
1) Flex with speed
Never before has the agility of businesses been tested as much as in 2020. With COVID-19 keeping employees around the world in their homes, the ability to quickly set up and train contact centre professionals to work remotely has been critical.
Rebecca Martin said the initiation of Stage 4 lockdown meant FlexiGroup needed to remotely train 150 contact centre staff over a weekend – something they were able to successfully achieve using Genesys Cloud.
Meanwhile, Lisa Macnee spoke about how TSB Bank quickly increased the number of users in their contact centre by 30% to help them successfully manage additional enquiries.
2) Get resourcing right
Planning to have the right resources available at the right times is a challenge for every business.
Mel Tuck from Fonterra spoke about some of the incredible time-saving benefits made possible by Genesys Cloud. In particular, a workforce planning process that used to take two weeks per month now takes around two hours per month. Better still, Fonterra can now more easily identify pressure points before they happen, allowing them to shift their resources accordingly.
3) Enhance the customer experience
Genesys Cloud supports innovation in the contact centre and helps organisations keep up with ever-increasing customer expectations, which in turn builds trust and loyalty.
For example, we learned that FlexiGroup’s use of artificial intelligence took out a staggering 200,000 transactions from their contact centre last financial year, giving their people more time to spend on higher value calls.
Watch the session now to learn how these leading organisations are making the most of Genesys Cloud, and don’t miss the great tips on how to build your business case.
