But seizing the opportunity is no walk in the park, with contact centre managers required to capture and analyse customer interactions across multiple channels before they can provide more intelligent staff scheduling.
An eBook published by Genesys outlines six key strategies for higher-functioning workforce management in the age of omnichannel communication.
1. Integrate workforce management and contact centre systems
2. Use interaction recording to understand customer experience from end-to-end
3. Analyse both historical and real-time customer interaction information to developing routing strategies
4. Conduct ongoing skills assessment and training to help employees do their jobs better
5. Use a single reporting tool to automate the collection and reporting of key statistics
6. Provide omnichannel agent desktops to help your workforce provide the kind of service customers expect
Download the eBook – Optimise your workforce for the omnichannel revolution
Omnichannel – is a cross-channel business model that companies use to increase customer experience. Companies that use omnichannel say that customers value continuity of experience regardless of the channel they use to interact with that company.
Pyrios is a communications technology specialist. We deliver a range of smart communications technology, consulting, integration and managed services to help our clients deliver brilliant customer engagement, every time. We provide services across Australia and New Zealand with offices in Auckland, Wellington, Melbourne, Sydney, Canberra and Perth. Learn more at www.pyrios.com.
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. For more information www.genesys.com/anz.