Tom’s Message – June 2017
Earlier this year, I told you about our acquisition of Silver Lining Solutions, whose products improve employee engagement and performance by assessing and evaluating employee behaviors, skills, and capabilities.
Silver Lining is part of a larger trend in Workforce Management (WFM) where the market is shifting toward employee engagement as a key requirement for customer engagement—and for managing the customer journey.
While traditional WFM optimizes the use of your employee resources, it’s focus is on short-term execution and planning. Where many companies stumble is on the strategic planning side of WFM, that is, trying to ensure they have the optimal number of employees at any given time. Longer-term planning includes a week-over-week perspective that accounts for variations in volume, vacations, attrition, and seasonality. This type of planning gives businesses a competitive edge by optimizing their labor costs, handling capacity and service level—and by helping to avoid unintended consequences.
Genesys fills this gap with Decisions, an out-of-the box strategic planning tool that works with all Genesys solutions—PureCloud, PureConnect, and PureEngage—and almost any other WFM tool, too. It easily answers “what if?” scenarios requested by executives, whereas for many, this is typically a long, error-prone manual process. Think “spreadsheets.” They’ve been a mainstay of business for decades but they can’t automatically capture pertinent data from multiple sources across multiple systems. In many cases, spreadsheet models are not validated, resulting in inaccurate forecasts with unforeseen consequences. Can any CEO trust spreadsheet-derived answers when determining strategic goals such as customer experience, operating costs, and revenue?
By aligning short-term and long-term WFM enterprise-wide, Decisions does a better job of allocating agent hours, reducing agent costs by 5-10% and significantly increasing accuracy. One customer moved to Decisions and replaced 18 spreadsheets across 4 business units.
Want to learn more about long-term forecasting? Join Ric Kosiba of Genesys Decisions for a four-part webinar series called Improving Contact Center Workforce Management by Enhancing Both Strategic Planning and Agent Performance Management.
You can register now for the first webinar, New Methods and Data that Will Improve Contact Center Forecasting, to be held July 25, 2017, at 1:00 p.m. ET.