Practical guide
Customer and employee expectations have changed. Now, your employees want more flexibility with their schedules — and they deserve recognition for their value in servicing customers. Keeping employees engaged and happy can make a major difference in meeting strategic goals. Artificial intelligence makes it possible by creating new opportunities in workforce management and planning.
Every business wants the right staff in place to support customers and meet performance objectives. But doing so becomes more complex for contact centres.
Employees want to make a difference, tackle more challenging work and have more flexibility in their schedules. Without that, they’ll leave. Recent research estimates that it costs $10,000–$20,000 to replace a call centre agent. When employees are engaged and satisfied with their job, they have a direct and positive impact on customer experience and the business overall.
Manual processes won’t give you the efficiency and flexibility for long-term success. These methods can’t manage the variety of schedules and roles needed. And with continual updating, manual methods are often inaccurate. Building schedules that engage employees and address their needs reduces attrition. It also supports your service-level goals and saves time by considering agent preferences and adjusting to last-minute demands or issues.
Genesys uses artificial intelligence (AI)-powered software to generate schedules, making a planner’s job easier and more accurate. These AI tools maximise efficiency by balancing the supply and demand of resources with a systematic approach that eliminates human bias and errors — while giving employees the flexibility they want.
