Optimize Your Workforce for the Omnichannel Revolution eBook

THE OMNICHANNEL CUSTOMER JOURNEY IS UNDER WAY

Where are your customers and what are they doing? If you’re reading this — you’re already ahead of the game.

Recent research1 shows that only 17% of digital leaders were researching their digital customers’ journeys — meaning when it comes down to it, many are still uncertain of the path their customers take across their business, and throughout their customer lifecycle.

But they’re catching up! 42% are already investing in adding more digital channels…are you?

Either way, the omnichannel evolution has a big impact on your workforce.

1 Altimeter, “The 2014 State of Digital Transformation,” Report

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YOUR WORKFORCE IS EVOLVING Make Sure You’re Planning For the Future

Many businesses are mixing in more channels of interaction to provide a better customer experience.

However, over 57% of businesses surveyed still have no technology solution in place to help manage the forecasting, planning, and adherence process across all channels together2.

So what does this mean? Things get a lot more complicated as businesses endeavor to provide more digital channel options, more flexibility, and better service to their customers.

Comprehensive omnichannel workforce planning helps you orchestrate your customers’ journeys to improve the overall experience.

2 Dimension Data 2015 Benchmarking Report

Positive Customer-Agent Experiences

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YOUR EQUATION FOR OMNICHANNEL WORKFORCE PLANNING AND OPTIMIZATION

Integrated Cross-channel Workforce Optimization Planning, Forecasting, and Scheduling

Elimination of channel point solution silos

Tight integration of Workforce Management with the contact center platform

Relevant and timely omnichannel routing

The ability to capture and monitor the entire customer journey

Analytics/Quality Management for digital channels and voice from one solution

Automated data collection and comprehensive reporting capabilities

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DON’T WASTE MONEY ON THE “CHANNEL ISLAND” GAME

There’s been a long-standing “best of suite” versus “best of breed” debate: taking the single vendor approach versus using multiple-vendor solutions.

Imagine living on an island. You want to share resources with another island, but it’s a real challenge without a bridge. A lifeboat can only get you so far! Well that’s how it is when your communication channels aren’t integrated.

Although initial purchase & deployment can be reasonable, expansions or upgrades come at a premium, and unintegrated channels result in insufficient information and inefficient sharing of resources. It’s expensive and complicated trying to get the insight you need to accurately plan your workforce.

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REDUCE COSTS BY CONNECTING THE ISLANDS

If you don’t start simplifying things and integrating systems across the business, it only gets more costly as you add more digital, “islands,” and capabilities.

Whether your customer contacts you on the phone, by email or through a web chat, they don’t want to hear that they have to wait 26 minutes for service because the only resource who is skilled and scheduled to handle their request is on their own isolated island and unavailable.

Research shows that you can save between 34% and 46% in reduced labor costs and increased capacities when you use fully integrated, automated cross-channel forecasting and scheduling tools.

INCREASE EFFICIENCY BY INTEGRATING WORKFORCE MANAGEMENT WITH YOUR CONTACT CENTER PLATFORM

“Wrong-way routing” increases unplanned overtime costs and average handle times. When your Workforce Management system is integrated with your contact center platform, more accurate omnichannel Workforce Planning is enabled through:

• Truly intelligent cross-channel routing based on schedules and skills to ensure work gets to the right resource who is skilled, scheduled, and available to handle the job.

• Automation: Expensive, manual skill and schedule changes are a thing of the past when the right tools are in place to boost operational efficiencies.

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REDUCE HANDLE TIME WITH TIMELY, APPROPRIATE OMNICHANNEL ROUTING

You can save 37 to 50 seconds in Average Handle Time (AHT)3.

Reduction of AHT is, in part, a result of intelligent omnichannel planning and routing strategies that are based on history and real-time information.

This enables customer interactions and work items to be handled by the best skilled, available agents, in the most effective way possible, resulting in faster and more productive resolution, regardless of the preferred method of communication.

3 Genesys Benefit Benchmark Digital Engagement Study

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INCREASE EMPLOYEE ENGAGEMENT WITH TRAINING AND VARIETY

Intelligent omnichannel routing is part of the equation, but sometimes different channels require different skill sets. This means in order to do their jobs well, your staff needs targeted training. That training needs to be cross-channel, and it needs to not interfere with work schedules and productivity levels.

Ongoing skills assessments and automated training help your employees provide better service and do their work more efficiently.

The variety of cross-channel work they’ll be getting throughout their shift means they won’t get bored. Providing them with more skills and capabilities to do their jobs better, means happier employees, which translates to happy customers.

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“LISTEN AND WATCH” YOUR CUSTOMERS’ OMNICHANNEL JOURNEYS

Be sure you can capture and monitor the entire journey from the customer’s perspective.

Voice? Email? Chat? It’s all part of the same customer story.

If you don’t have interaction recording that captures the entire customer journey, and every important event within that journey, then you’re missing whole chapters of information that you need to understand so that your agents can provide the best possible customer experiences, every time.

Interaction Recording, which is native to your Customer Experience Platform, enables you to capture your customer’s true journey, beginning-to-end.

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AMP UP YOUR OMNICHANNEL INSIGHT WITH INTERACTION ANALYTICS

The adoption of digital channels puts more emphasis on the need to integrate and analyze both voice and text oriented interactions alike (email, chat, SMS, Social, etc.).

Using speech analytics and text analytics helps you increase revenue, reduce costs and improve the customer experience by analyzing all of the conversations that are handled by your contact center.

Truly powerful Interaction Analytics enables you to analyze 100% of interactions, regardless of channel, in exactly the same way, to detect trends that are emerging across all channels and maximize agent productivity and performance.

The bottom line: the ability to be absolutely sure you’re providing the best possible customer service, all the time.

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EVALUATE YOUR KPIsThey May Tell You What You Need to Know About Your Omnichannel Workforce

If your channels aren’t integrated, information about your workforce may be missing the target. The goal is to integrate, extend and communicate information and insight. Automatic collection of statistics from a single, unified reporting tool not only saves valuable time for your operations team, but also provides insights that were previously inaccessible.

Ensure you have:

• Out-of-the-box report templates for forecasting, scheduling, time off, overtime and other parameters – across channels.

• Multi-day, granular cross-channel trend reports for contact center and workforce performance.

• The ability to export information to other systems and departments for cross-divisional insight.

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OMNICHANNEL DESKTOPS EMPOWER AGENTS TO DELIVER EXCELLENT CUSTOMER EXPERIENCES

In order to deliver optimal customer experiences, your staff must be equipped with an integrated omnichannel desktop application to maximize agent productivity.

Workers should have a comprehensive view into all touch points and work items, and use the same desktop and interface to handle every type of interaction and task. It looks the same and it behaves the same, so it’s easier to learn, and results in higher workforce productivity.

An omnichannel agent desktop helps alleviate agent pain points, which boosts agent retention, and helps your workforce provide the kind of service your customers deserve, regardless of channel.

TAKE YOUR CUSTOMER JOURNEYS DOWN THE RIGHT PATH WITH A FORMIDABLE OMNICHANNEL WORKFORCEThe results are undeniably impressive with truly integrated Workforce Optimization tools and techniques4.

Check out these customer stories to learn more about how businesses similar to yours have partnered with Genesys to build a powerful and formidable omnichannel workforce.

4 Results from real Genesys customer implementations

Get Started Customer Stories What’s Going On?

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Improvement in First Contact Resolution

(FCR)

Reduction in Average Handle Time

(AHT)

Increase in Agent Productivity

Reduction in Average Wait Times

(AWT)

6% 10% 18% 75%

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day.

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