ContactBabel Research Report

The Inner Circle Guide to Omnichannel Workforce Optimisation

Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns.

These workforce optimisation solutions aim to address four key commercial and operational issues:

Improve agent skills and experience, increasing the quality of interactions
Increase customer satisfaction
Reduce the cost of service through efficiency
Understand interactions and improve the efficiency of associated business processes

This report discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption.

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.