If you’ve ever tried to staff your contact center with the right people at the right time, you know how challenging it can be. Fortunately, it doesn’t have to be a guessing game. With workforce management (WFM) tools, you can plan for the unplanned, resulting in optimized contact center performance and happy customers.
More and more contact centers are starting to figure this out. According to a recent study published by Research and Markets, the use of WFM tools in the contact center industry is increasing. It grew 8.8% in 2016, and is expected to grow by another 8% in 2017 and 2018; and by 9% in 2019, 2020 and 2021.
WFM tools allow contact centers to analyze and structure the workload of the contact center, enabling WFM consumers to accurately forecast, plan, and schedule their resources. Users can meet critical SLA’s and ensure staffing is aligned based on historical trends identified within the contact center. The result is improved customer satisfaction, efficiencies, employee performance, and cost reduction. Outcomes we all want to have!
The Omnichannel Customer Experience Strategy
The omnichannel customer experience strategy allows contact centers to interact with customers the way they prefer to do business with you, whether it’s through voice, SMS, email, or chat.
By offering omnichannel interactions, contact centers are equipped to meet the growing demand of all of their customers and the ever-evolving landscape of the IoT.
This practice allows the contact center to serve users on their terms, and should have a positive impact on NPS, customer retention, and growth. Omnichannel offerings provide users cross-channel insights for more accurate reporting, and supplies better metrics to the business to enable more accurate predictions and decisions.
Why Genesys WFM?
Customers using Genesys WFM in their contact centers have, on average, reported the following benefits:
- 10% reduction in AHT
- 20% increase in agent productivity
- 10% increase in Agent utilization
- 10% reduction in staffing costs
- 5% reduction in Total Cost of Ownership (TCO)
- 50% increase in planner productivity
Genesys WFM is a critical component of any workforce optimization strategy. It allows you to optimally staff your organization to meet your customer’s demands regardless of the channel on which the customer initiated the interaction.
Genesys WFM seamlessly integrates with other Genesys components, allowing users to truly unlock the potential of their contact centers.
How it Works
Most contact centers experience an “M slope” call arrival pattern. For example, there may be gradual buildup of calls in the morning that peaks around 11 a.m., a gradual reduction of calls around lunch time, another gradual peak around 3 p.m., and a final reduction of calls through the end of the day.
Genesys WFM provides users the ability to see how and when the work arrives, enabling users to confidently staff their contact centers to appropriately meet customer demand. No guessing required!
Genesys WFM offers a wide variety of advantages to both customers and users:
- Measuring SLA’s and ensuring they are aligned with targets
- Enterprise wide contact center resource planning regardless of interaction type
- Offers a built-in suite of metrics allowing enhanced business decision making capabilities.
- Visibility into historical data for forecasting, what-if analysis, and scheduling purposes
How Can Mediu Help?
Mediu has over a decade of experience with WFM offerings and solutions. As a Genesys partner, Mediu has worked extensively with the Genesys WFM for over 10 years, as well as with the following Genesys Workforce Optimization solutions:
- Genesys Interaction Recording (GIR)
- Genesys Training Manager (TM)
- Intelligent Workload Distribution (iWD)
Due to the level of complexity of installing and configuring Genesys WFM and other products, Mediu offers onsite consultations and knowledge transfer services to its customers. Mediu Professional Services provides certified Genesys experts for all of your contact center needs.
Mediu also offers Assurance services which are available for all Genesys products, including WFM. Mediu Assurance services offer support 24/7, and provide invaluable piece of mind and talent to ensure your Genesys environment is always performing optimally.