puzzlesDo you remember that time you worked for hours on a puzzle, only to find the last piece was missing? You wanted to tear your hair out in frustration because that puzzle didn’t work without that last piece. Well, planning and managing your workforce in today’s omnichannel world can be kind of like that.

Your technology-savvy customers use multiple devices and communication channels in their everyday lives. They expect your business to be able to communicate with them through their preferred channel, when it’s most convenient for them. The challenges of managing the contact center workforce in general, and a multi-skilled omnichannel workforce in particular, have multiplied exponentially. This makes planning, forecasting, scheduling, managing and training the workforce much more complicated and more expensive for your business.

Modernizing your contact center helps you manage complex customer interactions and multi-step processes. However, if it doesn’t address all the puzzle pieces, it comes at a high price to your business as you introduce more complexity into your environment. To optimize your workforce in this environment, ask yourself:

  • What happens when my interaction channels function in silos?
  • Is my resource planning process integrated with my intelligent routing capabilities? If it’s not, how do I make sure that the right customer gets to the right place for best results?
  • How do I make ongoing skills assessments, help my agents stay sharp, and keep track of continually evolving, multi-channel skill sets and schedule changes?

It’s hard to make business decisions when you don’t have the right tools, or insight into customer interactions and agent performance across channels and departments.

Here are 4 things to consider:

  1. The Real Deal: You are not alone with this challenge. Recent research by Dimension Data shows that almost 60% of businesses still have no solution in place to accurately manage the forecasting, planning, and adherence process across all channels.
  2. The Missing Puzzle Piece: If your systems aren’t integrated, you’re missing crucial historical and real-time data, and up-to-the-minute information about skills and schedules. Without this critical insight, it’s difficult to plan resources accurately, making it even more of a challenge to handle the peaks and flows of customer interactions and work.
  3. The Unintended Consequence: Missed opportunities, not-so-great customer experiences, high operational costs, and agent turnover.
  4. The Opportunity: Addressing these challenges position you with a competitive advantage. Evaluate ways to integrate, and more accurately plan and manage your resources across channels and your business. Integrating your workforce management tools with your customer experience platform and routing will help you beat the competition with a more effective and engaged workforce.

You want to be known for providing excellent customer experiences. Get some tips and perspective on how to complete the puzzle from our new white paper, Planning and Managing Your Omnichannel Workforce!

Yvonne Ba

Yvonne Ba

Yvonne Ba provides the marketing force behind some of Genesys’ leading Customer Experience and Continuous Workforce Optimization portfolios. In this role, Yvonne provides the marketing strategy, awareness, sales enablement and engagement for next generation innovations and contact center capabilities. She...