workload managementOverheard between a supervisor and a service fulfillment employee… “How can I get my work done when you also want me to be on the phone supporting our field organization? I get interrupted every few minutes and nothing gets done!” Supervisor: “I know it can be confusing, but do the best you can”

Many back office employees are expected to be on the phone supporting customers, branches or parts of a field organization and they still are expected to get their work done to meet customer delivery demands. This trend is growing, not shrinking. One organization we work with in the insurance industry has their policy underwriters supporting thousands of field agents and they are also expected to get customer policies out on time.

This can be a very tough and demanding environment when employees are expected to focus while the phone keeps ringing without some type of technology support. While the concept of doing two or more things at once sounds good from a productivity planning perspective, actual productivity and customer service levels can suffer.

Visa Desjardins: Embracing Agent and Employee Productivity Supported by Technology

Visa Desjardins, the largest financial cooperative group in Canada, is differentiating itself from the competition by ensuring a superior customer experience and using technology to optimize how employees work with several tasks to better serve customers.

Example 1: The Blended Agent in the Collections-Payment Contact Center

The object of credit card payments and collections is to retain and serve customers. So, it was logical for Visa Desjardins to employ the same group of agents who are placing outbound calls and discussing accounts with customers while also having these same agents take inbound calls on the exact same topic. In other words, when the agents place outbound calls, many times they will leave a message and ask the customer to call a toll free number to discuss their account. When customers do call back, and they often do to clear up account issues and resolve account problems, the blended agents really know their stuff and can make a difficult situation a very efficient and pleasant one for the caller. With Contact Blending, Visa Desjardins maximizes use of their agents while creating a better customer experience in what are often times a very difficult situation.

Example 2: Solving a New Problem: Task Blending

The ability for contact center agents to handle inbound and outbound calls, social media posts monitoring and responding, chats and emails, doesn’t solve the problem when an employee is working on non-real-time or off-queue work tasks. This issue is being solved by a new technology that is a key element of Workload Management called Task Blending.

Workload Management Takes Care of More Than Work Tasks

Visa Desjardins supports credit card operations and their customers use the web site to submit web forms with credit card applications. Customers want a fast response. The employees who process the web form applications are also working phones to support customer issues. To make this situation work, Visa Desjardins turned to the workload management solution from Genesys which operates tightly with the Genesys Contact Center platform. This solution provides a blended environment for real-time phone calls and also non-real time work items.

How Does Task Blending Work?

The solution uses business rules created by an organization’s business managers to prioritize how both non-real-time work tasks and real-time phone calls are distributed to employees. For example, if a work task such as a credit application from a web form enters the system, work distribution business rules based on values such as customer segment, service level agreements, or business priorities decide whether to push a phone call to an employee or a work item.

This innovative concept allows employees to focus on the work that has been assigned without interruptions increasing productivity while maintaining service levels for both web applications and phone support. This is because the solution monitors service levels for both work tasks and real-time communications and makes the decision on what work is distributed to each employee.

Listen to Mathieu Desrosiers, Director Visa Desjardins, who tells their story of how they improved the customer experience with support by intelligent agent blending in this customer video.

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Dudley Larus

I'm passionate about improving the customer experience Dudley Larus is a senior principal consultant in the Genesys Professional Services organization working with customers on their cx projects as a business analyst. Previously, he was part of the Genesys Product Marketing...