Genesys Workforce Optimisation (WFO)
A key aspect in determining business success is the ability to effectively influence and leverage employee performance. With knowledgeable and time-pressed customers expressing complex needs via a wide array of touch points, the art of efficiently delivering customer service is more important than ever.
Workforce optimisation legacy systems hold disparate pieces of employee data, making it difficult to pinpoint and address employee needs, business needs, and ultimately customer needs.
A Gallup survey found that 26% of employees are engaged, 55% are passively engaged and 19% are actively disengaged. By accurately measuring employee effectiveness, businesses can identify mid-tier employees and get them to step performance and their ability to improve customer satisfaction, productivity, and revenue growth. Employee engagement requires a streamlined methodology to match skills with customer needs; proactively assess and address competency gaps, efficiently manage training programs and update skills data to ensure all interactions are delivered to the right employee at the right time.
The Genesys Workforce Optimisation Suite delivers the key capabilities – workforce management, skills management, quality management, customer survey tools and analytics – that provide a more holistic approach to managing employee competencies and developing talent pools across the enterprise – while minimising overhead costs. Now, businesses can target the right training, skill development and career growth to the right employee at the right time , for a more engaged, efficient and effective organisation.
Advantages:
Using the Genesys Workforce Optimisation Suite enables organisations to:
- Establish business objectives and targets
- Plan and develop the right staffing levels
- Assess adherence to service level agreements
- Analyse and identify employee competency gaps using both internal and external data
- Improve performance with employee-specific training to close the gaps
- Optimise routing and enable continuous feedback through monitoring and coaching
Features:
Key functional domains include:
- Workforce Optimisation and strategic planning
- Call recording and quality management
- Agent coaching and eLearning
- Performance management
- Surveying (focused on captured operational and agent performance information) Interaction analytics (speech analytics combined with screen analytics, emotion detection, and associated operational call data)
Genesys WFO is composed of several components: Genesys Workforce Management (WFM) 8.0, Genesys Quality Management for IP, and Genesys Skills Management (which includes Genesys Training Manager, and Genesys Skills Assessor)....
- Genesys Workforce Management (WFM)
WFM helps you forecast future voice and non-voice levels, and schedule staff according to volume. What's more with employee empowerment tools you can identify adherence trends and respond quickly.
- Genesys Quality Management for IP
Genesys Quality Management was purposefully built for IP environments, and to capture employee calls and screens together. Genesys Quality Management can schedule and perform employee evaluations; monitor live calls to identify employee strengths and weaknesses, and generate informative out-of-the-box reports.
- Genesys Skills Management
Genesys Skills Management is composed of Genesys Training Manager and Genesys Skills Assessor.
- Genesys Training Manager
With Genesys Training Manager, you can manage customized training plans in Genesys WFM, and automatically scan to find the best training dates and times. Genesys Training Manager takes into account employee availability; training led and or/e-learning/classroom availability; and potential service level impact.
- Genesys Skills Assessor
Genesys Skills Assessor helps you identify and manage skills levels and gaps across the enterprise. You can obtain results to build individual or customised training plans, and continue to re-assess and monitor your performance improvements.
With all components working together you can ensure the most efficient management of resources, compliance with legal and corporate rules, and improve customer service and customer retention. Agent productivity can improve as the agents feel more valued and satisfied. Supervisors are able to ensure consistency across teams, monitor and manage team and individual performance, and pinpoint training needs at the right time, while trainers are able to use their time more efficiently, maximise input on employee training, and provide feedback to improve training curriculums.
The end result will be a customer service organisation that cost effectively balances efficiency, productivity, and customer satisfaction.
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