PureCloud for Supervisor Experience
Welcome to my team
I’m Jo and I lead a great team of customer service professionals looking after our customers when they call, web chat, use social media or email us about their problems.
My job used to be really tough—not because of my team, but because of our systems and processes. We had no workforce planning tools, so we used a spreadsheet. This was labor intensive and it was always wrong. Quality assurance was also managed using spreadsheets. Each of our channels had a different system for managing interactions.
Getting information about our operational performance and our customers’ experiences was almost impossible.
A real-time 360-view of contact center activity
All-in-one is the answer
With PureCloud by Genesys I now manage my forecasting, scheduling and intraday adherence through an integrated, robust workforce management tool. My team handles all of their interactions in one omnichannel desktop—voice, email and social media. They access the right context and information through our CRM integration. I update customers’ records, without having to jump from screen to screen.
Tightly integrated tools
My staff collaborates with me and their colleagues without having to leave PureCloud, their desk or their customers on hold for very long. I can also have my team address different work at different times of the day, both inbound or outbound, without moving between systems. This means I now see how we are performing through a single real-time dashboard across all channels. I also easily access reports that help me manage productivity of my agents and the customer experience that they deliver. The mobile app even lets me do these things while I’m walking the floor.