workforce managementHere’s a challenge that customer experience professionals face every day: How do you successfully keep costs down, while ensuring that service levels and customer satisfaction scores go up at the same time?

Recently, I was honored to have many of you hard-working, workforce management-minded professionals join us for a webinar titled Want to See Your Costs Drop & Your Service Levels Surge? Find Out How with Cross-Channel Workforce Management! If you missed it, you can view it on-demand here.

During the webinar, we talked about the fact that many businesses are walking a fine line between reducing costs and increasing efficiencies in their operations – while also ensuring stellar customer experiences.

We also gave some real-life examples of Genesys customers who are facing this challenge head-on with integrated, multi-channel workforce management strategies that enable them to:

  • Improve service levels and reduce costs
  • Increase customer satisfaction
  • Improve employee engagement and retention

Our webinar, which included 3 sessions that spanned the globe, gave us the opportunity to gain some valuable feedback and insight from many different businesses from all over the world. What we found out was remarkable!

So, what do companies really think about cross-channel agents?

We asked our attendees if their agents specialize in specific communication channels vs. handling 2 or more simultaneously, as well as whether those communication channels are integrated within and across the business.

The answers to the first part of the question varied a bit across the world, but no less than 35% (and up to 62%) of our respondents still have specialized agents working in a siloed channel environment.  This aligns tightly with some Forrester research that we provided in the webinar, which stated that almost 40% of businesses feel they aren’t able to provide an effective cross-channel experience for their customers, and almost 45% said they are ineffective when it comes to passing customers across channels in a seamless fashion.

While that’s insightful information, what was even more interesting is that, regardless of where they live, almost half of our global webinar attendees are actively researching workforce management solutions that support multi-channel forecasting, planning and scheduling.

The cross-channel workforce challenge isn’t going away!

This is especially true when it comes to finding the right tools and applications to help your agents provide the best possible customer experiences, regardless of the preferred communication channel used by the customer.

For those of you who weren’t able to join us live for the webinar, I hope you’ll be able to find some time in your busy schedule to view it on demand. We’ll show you some tips and tricks for cross-channel workforce management strategies that you may not have considered before!

If you already attended the webinar or simply have some tips to share on cross-channel workforce management, we’d love to hear some tips and tricks of your own! Please comment below.

You can also visit us on LinkedIn at the Genesys WFO Networking Group and let us know your thoughts!

 

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...