Top 10 Strategies for Modernizing Workforce Optimization

TOP 10
Strategies for
Modernizing
Workforce
Optimization
eBook

www.genesys.com Join the Conversation
CONTACT CENTER
OPERATIONAL CHALLENGES
All over the world, contact center managers and
operations teams face a number of challenges that
can negatively impact workforce efficiency and
effectiveness, which in turn impacts the customer
experience and contact center revenue generation, or
puts the organization at risk.
There are various approaches to overcoming or at
least mitigating the impact of these challenges while
still delivering on service level agreements within the
operating budget, including attempts to:
• Reduce over and understaffing
• Increase influence on schedules
• Monitor compliance and quality
• Improve process efficiency
• Make better usage of training budgets
• Analyze root causes to improve processes
and Key Performance Indicators (KPIs)
• Reduce operational overhead

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2
3
4
6
7
8
10
9
Integrate Your ACD and
Your Planning Tool
Capture the Entire
Customer Journey
Implement Unified
Reporting
Empower Agents with
Information
Use Analytics-Driven
Quality Management
Automatically Monitor
Compliance
Automate Skills
Assessment
Use Real-World
Examples for Training
Automate Training
Management
Introduce Analytics-Driven
Workforce Optimization
5
TOP 10 WFO MODERNIZATION STRATEGIES
This eBook will discuss 10 strategies to modernize your Workforce Optimization processes and explain how each strategy will help to
address typical business and operational challenges found in the majority of contact center operations.

1
INTEGRATE YOUR ACD AND YOUR
PLANNING TOOL
By consolidating all customer communication and interaction channels into a single platform that handles both the routing
and planning of all activities, service level achievement and operational control are greatly improved. Routing decisions
across all channels can now be enriched with individual employee schedule information.
The following benefits can be achieved through schedule-based routing:
• Reduction of unplanned overtime
• Implementation of “multimedia shifts”
• Reduction of manual skill changes
• Elimination of transition time
• Improved schedule adherence

Front Office
Back Office
Inbound
Outbound
Self-service
The Web
Branch Office
Mobile App
DI
STRIBUTE
RECEIVE
INTEGRATE YOUR ACD AND YOUR PLANNING TOOL

Challenges:
• Managing all channels in a way that delivers seamless
customer service.
• Resolving as many customer queries as possible on the
first contact.
• Ensuring the right mix of agents with the required skills at
the right time.
Results
Improved First Contact Resolution by 6% with Industry-
Leading CSAT
Genesys Case Study: DNB
• Largest financial services group in Norway
• 1.6 million internet banking customers
“You can have the most advanced and
sophisticated routing strategies, but without
an integrated WFM tool you will not be able
to fully take advantage of it.”
Grethe Smith-Meyer, Head of Resource Management

2
CAPTURE THE ENTIRE CUSTOMER JOURNEY
These days most of your customers and prospects utilize multiple
communication channels to communicate with your company during a single
“journey”. In addition, phone calls often get transferred from one agent to
another. In order to maximize the customer experience, it’s crucial to capture
and monitor the entire journey from the customer’s perspective.
Unfortunately, each communication channel is usually handled by a separate
application, making it very difficult to pass customer information between
channels and to monitor conversations from your customer’s point of view.
In addition, most call recording systems capture calls that are transferred
(especially when transferred between sites) as multiple calls, even though
the customer views them as a single call.
Interaction Recording which is native to your Customer Experience Platform
enables you to capture entire journeys and monitor your customer’s
experience from his or her perspective.

Mobile
App
Website
Contact
Center
Branch
Direct to
Expert
Back Office
Sign Up Welcome Provision First Bill
Transfer
ON-BOARDING JOURNEY

IMPLEMENT UNIFIED REPORTING
Contact center operations are data-rich environments.
The contact center application keeps track of service level
performance, individual agent statistics and contact history
or case information.
Linking all data repositories together turns this data into
actionable information which can drive real performance
improvements.
Manually consolidating these sources of information and
presenting the outcomes in a visually compelling way is a
time-consuming and frustrating activity for the operations team.
Ensuring you can access all information from a single, unified
reporting tool not only saves valuable time for your operations
team, it also provides insights that were previously inaccessible.
3

IMPLEMENT UNIFIED REPORTING
Multi-Channel
Interaction Data
Workforce
Performance Data
Enterprise Data
(CRM/ERP, etc.)
Single Reporting Presentation Layer

EMPOWER AGENTS WITH INFORMATION
4
To empower agents, providing them information about their
performance is critical.
Agents want to understand how their performance stacks
up against their peers, but also want to be able to view their
schedule and communicate with others.
A unified Agent Portal that functions as a single gateway to
all agent performance information as well as a communication
solution will empower agents to provide the best possible
customer experience, share their own experiences and learn
from others.

A major outsourcer with 37,000 agents in 36 countries uses
Genesys Speech Analytics to automate and improve Quality
Management for many of its clients.
This outsourcer handles end-to-end customer care for one
of the largest North American wireless service providers
who was looking to increase customer loyalty and
satisfaction while reducing the cost to serve.
By implementing a Speech Analytics-Driven Quality
Management solution, this outsourcer was able to improve
customer satisfaction more than 11% while simultaneously
reducing Average Handle Time more than 23% for this
large telecommunications company.
Industry: Telecommunications
Lines of Business: Customer Care
Speech Analytics
Engagement Type : Pilot and Full Deployment
Benefits Realized (3 months post-deployment)
Customer Satisfaction (CSAT)
CSAT Improvement 3rd Month: 9.85%
CSAT Improvement 6th Month: 11.35%
Average Handle Time (AHT)
AHT Reduction 4th Month: 115 seconds (19.6%)
USE ANALYTICS-DRIVEN QUALITY
MANAGEMENT5
Traditional Quality Management programs depend upon having employees listen to randomly selected calls. Due to its manual
nature, this process is expensive, so most organizations can’t afford to review more than two percent or so of the calls they
handle. When you only review a tiny percentage of the conversations that your organization has with your customers and
prospects every day, you ignore a treasure trove of valuable business insights that lie hidden within those conversations.
In contrast, Speech Analytics can automatically evaluate 100% of the calls your organization handles. Thus, Speech Analytics-
Driven Quality Management is far more effective than traditional Quality Management.
5

AUTOMATICALLY
MONITOR COMPLIANCE
HRRG is the collections division of TeamHealth, one of the largest
providers of outsourced medical services in the US. Collectors are
legally required to introduce every call to a debtor with a disclosure
called a “mini-Miranda” statement, which explains that the call is an
attempt to collect a debt and any information obtained through the
conversation will be used for that purpose. Collections companies risk
significant penalties if employees fail to comply with such regulatory
requirements. As a result, HRRG needed to measure the extent to
which agents were delivering the mini-Miranda and improve the
performance of those who were not performing to standard.
By implementing a solution that monitors compliance automatically
within every conversation (instead of manually monitoring just a small
fraction), HRRG was able to dramatically improve compliance. Within
just two months, compliance improved from 35% to 87% at their
Florida site and from 59% to 99% in California.
6

7
AUTOMATING SKILLS ASSESSMENT
Assess Knowledge Correlate ResultsTrack Progress
Measuring what your employees know and don’t know about your products and services and correlating this with your
KPIs can provide great insights to improve employee performance, increase sales or improve customer satisfaction.
You can automate your skills assessment process by implementing these three capabilities:
• Assess employee knowledge and skills using web-based assessments
• Keep track of learning progress and scores automatically
• Correlate agent performance data with assessment results

USE REAL-WORLD EXAMPLES
FOR TRAINING8
Agent training and coaching efforts are much more
effective when you can include real-world examples
that illustrate usage of the skills and behaviors you are
focusing on. For example, agents should listen to calls
in which they performed a particular skill poorly and
discuss how they could’ve better handled the situation.
Role-plays, in which one person plays the role of the
customer while the other is the agent, are another
excellent method of using real-world examples.
In addition, if agents can listen to other agents
performing specific skills particularly well, it makes it
much easier to understand how to improve their own
performance of that skill. The best way to enable this
is to create “best practice” call libraries. Such “best
practice” libraries can be created by asking agents
to suggest “candidate” calls within which they have
performed particularly well and to reward agents
whose calls are selected for your libraries.

9
Planning, scheduling and managing agent training requires significant time and effort, particularly when done manually.
In addition, the likelihood of scheduling training at times that might make it difficult to meet goals and SLAs increases
when relying on manual scheduling tools such as Excel.
When training is managed directly within your Workforce Management application, you can automatically scan your
workforce schedules to find the best training dates and times and take into account:
• Employee availability
• Trainer led and/or eLearning
• Classroom availability
• Potential service level impact
The benefits provided by this approach include:
• Reduced training time and costs
• Reduced time spent scheduling and managing training
• Improved employee performance
AUTOMATING TRAINING MANAGEMENT

10
INTRODUCE ANALYTICS-DRIVEN
WORKFORCE OPTIMIZATION
As mentioned previously, Interaction Analytics,
such as Speech Analytics, can be leveraged to
improve Workforce Optimization processes. When
your Interaction Analytics are highly accurate and
integrated into your Customer Experience Platform,
the analytic results can automatically trigger
workflows which further improve performance.
For example, if the analytics detect that an
agent needs additional training on a specific
topic, eLearning material on that topic can be
automatically delivered to the agent.
The potential for improvement increases
dramatically when Interaction Analytics are
correlated against analysis of other related data,
such as: agent knowledge assessments; statistics
from the ACD; and/or direct customer feedback.
When unified and powering a holistic Workforce
Optimization solution, these analytics can
drive impressive improvements in workforce
performance and the customer experience.

INTRODUCE ANALYTICS-DRIVEN WORKFORCE OPTIMIZATION
“This is the third
time I’ve called”
Auto-Triggered
Workflows
Event
Detection
Conversation
Processing
Call Recordings
Interactions
Knowledge
Assessments
Statistical
Analysis
Customer
Feedback
PLAN
TRAIN
EVALUA
TE
ADAP
T
DISTRIBUT
E
Workforce
Optimization

START MODERNIZING YOUR WFO
STRATEGY TODAY
Evolving from a call center to a multi-channel contact center can create operational challenges and introduce
inefficiencies within quality assurance, planning and training departments.
However, when these challenges are addressed properly and with the right technology, through the Top 10 strategies
for modernizing Workforce Optimization, you can drastically improve the efficiency and effectiveness of your workforce
and deliver on your brand promise.
To learn more about the strategies discussed in this eBook ,watch a replay of the webinar,
“Top 10 Strategies for Modernizing Workforce Optimization”
Get Started
Request a Demo
Watch the Webinar

Website: www.genesys.com Contact Us: 1-888-GENESYS
Genesys is the market leader in multi-channel customer experience (CX) and contact center
solutions in the cloud and on-premises. We help brands of all sizes make great CX great
business. The Genesys Customer Experience Platform powers optimal customer journeys
consistently across all touchpoints, channels and interactions to turn customers into brand
advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more
than 100 million digital and voice interactions each day.
Copyright ©2015 Genesys. 2001 Junipero
Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the
Genesys logo are registered trademarks
of Genesys. All other company names and
logos may be registered trademarks or
trademarks of their respective companies.

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