Optimize Your Workforce for the Omnichannel Revolution

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
www.genesys.com Join the Conversation

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
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

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.

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.

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

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.

“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.

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.

EVALUATE YOUR KPIs
They 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.

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 WORKFORCE
The 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?
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.
Copyright ©2015 Genesys. 2001 Junipero
Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the
Genesys logo are registered trademarks
of Genesys. All other company names and
logos may be registered trademarks or
trademarks of their respective companies.
Website: www.genesys.com Contact Us: 1-888-GENESYS

Optimize Your Workforce for the Omnichannel Revolution

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