workload managementHave you ever wondered what it’s like to keep five plates spinning in the air at the same time like they do in the circus? Looks stressful to me!

Well, this is how workforce planners and operations teams typically feel day in, and day out.

Delivering on the multichannel customer service level challenge is hard enough, but managing the customer experience across multiple touchpoints makes this an even bigger task for many organizations.

And if the multichannel challenge wasn’t big enough by itself, organizations are now looking at adding another spinning plate: business processes. When a customer query or task requires a business process to get the job done, such as handling an insurance claim, activating a new service on a mobile device, or a change in a data-plan, chances are that these work items now also need to be managed with a set service level.

And that means there are multiple teams across different business functions that need to be managed as well.

Business operations, like the contact center, branch offices, back offices and retail stores, are under constant scrutiny to improve operational effectiveness, while improving service level performance and providing a consistent end-to-end customer experience.

But there is good news. There are two major technology capabilities that have come to the rescue when it comes to workload management:

  1. Automating the delivery of work items
  2. Applying workforce management to all channels and all work items

If you’d like to learn more, check out our on-demand ICMI webinar titled, Improving Workforce Efficiency Across Business Processes, featuring Kirwyn Adderley, Director of Workforce Management from Walgreens. Get more insight and best practices on how you can manage your workforce efficiency across business operations. View it here today!

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Stefan Captijn

Stefan Captijn

Stefan is Senior Director of Product Marketing for the Genesys Employee Engagement Solution Category. Stefan joined Genesys in 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and...