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In today’s increasingly complex call centre, your employees need a robust combination of information, support and workforce optimisation tools to meet rapidly evolving customer expectations. You need to define an employee engagement strategy that closely aligns with your customer engagement strategy. And you need to identify what drives inefficiencies and train your workforce accordingly to maximise their success. This means having the right set of workforce optimisation tools.
Empower your employees with workforce optimisation technology that yields measurable results for both the efficiency of your organisation and the quality of your customer experience. With the integrated Genesys contact centre infrastructure and workforce optimisation capabilities, you can increase your employee engagement and workforce performance to deliver on your business objectives.
Optimising your workforce requires a combination of thorough planning, forecasting and scheduling, as well as cost-effective employee training. Genesys workforce management software tightly integrates workforce management with your call centre platform and routing, enabling you to manage employees and their skills from a single location, resulting in more effective forecasting and scheduling. Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.
Each customer conversation is valuable. With Genesys, you can achieve a deeper understanding of conversations that hold valuable insights into trends, issues and business performance by recording and analysing 100% of your interactions. And do this all while leveraging your existing contact centre infrastructure.
Interaction recording solves business needs related to compliance, risk mitigation and quality management assurance. Interaction analytics automatically combines speech analytics with text analytics, such as chat or email. It analyses all conversations across all channels, empowering you to better understand customer conversations. Gain deeper insights into the true meaning and context of every conversation to make data-driven decisions on business processes, identify new revenue opportunities, and ensure workforce performance and quality management success.
Screen recording lets us see how agents use applications during member interactions. This helps us determine how we can improve our processes to better serve members, as well as improve training for agents.
Dylan Mathews, Director of IT, America’s Credit Union
Knowing what makes an employee a top performer gives you the ability to provide individualised coaching and training and, ultimately, improve overall workforce performance. An employee performance management and workforce optimisation solution correlates business performance with employee skills, knowledge and other attributes to identify what drives the best business outcomes. Genesys gives you the ability to drive productivity and employee success while improving customer experience, increasing revenue, reducing operational costs and risks—all to create a great customer experience and meet business outcomes.
You want your employees to be productive and efficient, as well as happy and engaged. Genesys offers the workforce optimisation capabilities you need to maximise their success while delivering on your business objectives. Features include:
A complete picture of your call centre performance makes it easy to identify and fix gaps in workforce management. With the Genesys™ PureCloud™ platform, you no longer have to rely on disparate data sources to try and get the data you need. Built-in workforce optimisation capabilities provide multichannel recording, quality management, performance monitoring, customer feedback and more. This illuminates opportunities to boost your team’s performance—and give you the tools needed to effectively manage and track improvements.
Consistency in how you speak to customers is vital. But long, tedious scripts can irritate both customers and contact centre agents. The graphical script editor tool uses keyword detection and customer identity to streamline conversations. And it works the same way with any channel, so your support team can find the right answers quickly.
You get a simple, intuitive script builder that makes it easy for non-technical users to quickly compose and modify powerful real-time guides for agents. No more complexity. Just point, click, drag and drop. No coding is required. And what you see is exactly what agents see. It’s that easy.
Make spreadsheets a thing of the past. Workforce optimisation capabilities built right into the PureCloud platform enable you to operate more efficiently and eliminate the cost and complexity of managing a separate solution. Be sure you have the right staff and skills, at the right time, with our short-term forecasting and automatic-schedule generation for omnichannel routing.
The modeler projects forecasts based on your organisation’s historical data, presenting multiple angles and what-if scenarios that help you get an accurate look into the future. Tweak your forecasts for specific days, work groups or events until you’re satisfied. Then, use the drag-and-drop scheduler to preview agents’ daily schedules. You also can shift meals, breaks, meetings and more—and get a full look at how your schedule matches your forecast.
We really like that the PureCloud platform has built-in workforce management, speech analytics and agent score card functionality.
Shafique Adatia, Team Lead, System Administrator, Vivonet
Employee engagement is critical to providing seamless omnichannel customer experiences. But often, companies lack the know-how to create and properly carry out an effective employee engagement strategy. Eliminate confusing spreadsheets and last-minute scheduling changes with forecasting tools that are based on up-to-date information about agent availability, skill sets and routing rules.
With the integrated PureConnect™ contact centre infrastructure and workforce optimisation capabilities, Genesys increases your employee engagement and workforce performance to deliver on your business objectives.
Genesys workforce management software lets you analyse each customer interaction. Insights and data gathered from workforce management can then inform you on how to improve your quality assurance. Interaction analytics combines speech and text analytics to analyse the content of all conversations across all contact channels. Interaction analytics also automates the process of listening to conversations to obtain deeper levels of understanding of valuable conversations. Gain insight into trends, issues and business performance by recording and analysing all interactions. Make the most of your tools—leverage your existing contact centre infrastructure to drive better-quality conversations and better business decisions.
Constant skill and schedule changes, combined with a lack of insight across channels and departments, make it difficult to create accurate forecasts and workforce schedules. Optimising your workforce starts with accurate planning, forecasting and scheduling across communication channels.
Genesys workforce planning capabilities integrate workforce management with routing and the PureConnect platform. Administer agents and skills in one place for routing and planning, and efficiently distribute interactions and work across channels through combined skills and schedule-based routing. This not only improves efficiencies and service levels but also reduces the cost of undesired overtime and agent turnover. Integrate this with the unified desktop for context and tools in one view.
From a coaching perspective, the ability to record and monitor calls has been a tremendous benefit. PureConnect is so easy to use, line supervisors can spend more time working with the agents and giving performance feedback.
Jill Point, Senior Vice President of Card Services
More engaged employees deliver a more successful and seamless omnichannel experience. But there’s often a gap between knowing the value of an employee engagement strategy and putting it to practice. Understand what’s driving inefficiencies and train your workforce accordingly to maximise success.
With an integrated PureEngage™ contact centre infrastructure and workforce optimisation capabilities, you can increase your employee engagement and workforce performance to deliver on business objectives.
Optimising your workforce begins with accurate planning, forecasting and scheduling, as well as cost-effective training across all communication channels. Too often, interaction channels are managed in silos, creating inefficiencies, complexity and manual work for the planning department. Overcome these challenges through automation and tight integration with the contact centre platform and routing engine.
Genesys workforce optimisation tightly integrates Genesys Workforce Management with routing and the Genesys PureEngage platform. It also includes ongoing skills assessment tools, while automating training. You’re able to better manage employees and skills in one place while improving routing and planning. Other benefits include more effective forecasting and scheduling, improved distribution of interactions and work across channels, and reduced costs associated with undesired overtime and employee turnover.
Each customer conversation holds beneficial insights into what drives business success now—and what will drive it in the future.
Interaction analytics, such as speech and text analytics, help organisations understand the true meaning and context of every conversation that comes through the contact centre. Genesys Workforce Management provides thorough interaction recording that also enables you to easily meet business requirements for compliance and risk mitigation while achieving quality management.
Interaction analytics combines speech and text analytics to examine the content of all conversations and interactions across all channels, including phone calls, chat and email.
Happy, engaged employees not only deliver a better customer experience, they produce better business results. By setting up employees for success from day one, you increase their happiness while decreasing costly customer churn. This begins with hiring the right people and consistently managing their performance to guide their success.
Genesys Performance DNA is a unique employee performance management solution that correlates your business performance with key employee performance metrics. Identify the specific skills, knowledge and behaviors that define a top performer. Create blueprints by roles detailing what great performance looks like and define optimal KPIs that take the guesswork out of performance management. With Performance DNA, you gain the advantage of driving better employee performance for amazing business results.
Performance DNA allows us to correlate the key performance metrics to identify our shining stars from a customer satisfaction and a sales point of view, so we can target training to get maximum impact with minimum investment.
— Head of Talent Development, EE Contact Centres
Delivering an exceptional customer experience requires happy, competent employees. Genesys Performance DNA lets you correlate business performance with the skills, knowledge and attributes that define employee success and drive optimal business outcomes. Explore and visualise great employee performance through assessments and analysis. Then identify what differentiates top performers from others.
Unlike other performance management solutions, Performance DNA integrates with several enterprise systems. This gives you access and interpretation of relevant performance data from all available sources, helping you understand how employees perform and pinpoint what actions to take to propel them to peak performance.
Combine performance data with insights generated from contact centre data, customer surveys, HR systems and more to create blueprints by roles, showing what great performance looks like. Define optimal KPIs for each role and focus on performance improvements that have the greatest impact on your business. Pinpoint the skills that contribute to your success and have the information you need to improve performance across your team.
A one-size-fits-all approach to employee planning is expensive and ineffective. Learn how individual employees perform against their role blueprints. Then provide individualised training and coaching plans on a next-best-action basis. Schedule training and coaching plans automatically in your workforce planning application during existing downtime—minimising the impact on your operations. Your employees will appreciate knowing specifically what they need to succeed and get ahead in their careers.