Redesigning contact centres for human, AI and digital brilliance

Published 04/09/24 under:

Today’s contact centre is fast becoming one where innate human problem solvers combine with digital tools to create captivating experiences. This blog explains ways customer care leaders can make the most of out-of-the-box Genesys Cloud Workforce Engagement Management (WEM) features to increase employee impact and raise customer retention. 

Why more Kerv customers are winning with Genesys Cloud WEM 

From frontline agents and supervisors to planners and quality managers, contact centre employees epitomise the new era of the knowledge worker. Gone are the days of just answering queries; they’re leveraging data analytics, engaging in customer journey optimisation and using advanced technologies to wow customers during moments that matter most.  

However, success requires a new approach to training and development that focuses on critical thinking, advanced communication skills and continuous learning. One where the latest generations of digital natives and gig workers intuitively feel at home. 

Research by Frost & Sullivan found companies that adopt WEM have a 60% increased chance of creating highly engaged and motivated employees. They are also 82% more inclined to provide better customer service and 96% more likely to achieve overall.

That’s where the Genesys Cloud WEM solution comes in. It combines quality, resource and performance management on a single platform. Powered by AI and smart digital features, it also automates workflows, boosts individual and team performance, informs professional development, and improves the overall employee experience. 

1. Personalising learning and development 

WEM tools like AI-powered speech and text analytics, along with sentiment analysis: 

1. 1. • Help identify individual performance patterns and development needs – right down to scoring the levels of empathy shown by employees during difficult conversations. 
   2. • Analyse virtually all customer interactions (as opposed to just a small, manually selected sample), giving wider exposure to star performers and best practice as well as areas for improvement.  
   3. • Enable supervisors to accurately target coaching and learning opportunities that will encourage employees to be more invested in their growth.  
   4. • Uncover fresh insights that managers can use to recommend changes to enrich job variety. 
   5. • In fact, 21% of customer care leaders are already using AI-based tools to train and support their teams[1]. 

2. Mastering omnichannel and remote resource management  

66% of workforce planners find forecasting, scheduling and real-time management more complicated compared to five years ago[2]. 

In comparison with WEM automated forecasts, schedules and reports are available in minutes, rather than hours or days. AI-powered planning ensures accurate staffing whenever and wherever it’s needed – voice and digital channels, in the office or at home – with added flexibility to scale when demands change. 

Recognising shift patterns and work-life expectations have fundamentally changed; WEM enables planners to schedule better instead of being bound by rigid rotas. For example, through the introduction of micro-shifts. 

3. Maintaining highly engaged and motivated teams 

A key barometer for the UK workplace, this year’s CIPD survey confirmed that only one in two employees (always or often) felt enthusiastic or immersed in their work[3].  

In addition to injecting a sense of fun and competition, WEM gamification tools allow employees to become more committed to their own learning paths. Taking a modular approach and assigning learning content based on specific skill gaps keeps time commitments manageable and makes coaching feel more personalised. 

Employees can see how they measure up through WEM scorecards and leader boards while visualising areas for further development. Achievements can also be rewarded more fairly. 

4. Ensuring fulfilling work life balance without compromising business goals 

Last year, more than half (53%) of contact centre employees reported at least one symptom of work-related stress or burnout[4]. No surprise as the cognitive load on the frontline becomes consistently more intense as simpler queries that offer advisors respite are increasingly deflected to self-service.

The Genesys WEM Tempo mobile app allows the inclusion of time-out rules, so employees can take breaks and recharge – reducing fatigue and absence rates. In addition, they’re able to receive ‘push’ notifications, submit time-off requests, trade shifts, and let their supervisor know they are running late – all from the comfort of their mobile phones.  

As the longest standing  Genesys Cloud  partner in EMEA, with the most successful deployments,  Kerv Experience continues to help clients accelerate improvements that boost the customer and employee experience.

If you want to dip your toes into WEM but not sure where to start please get in touch with me – Paul Cox, Senior CX Consultant – to find out how I can help.

[1] Where is customer care in 2024? McKinsey
[2] Call Centre Helper, 2024 Predictions
[3] CIPD Good Work Index, 2024
[4] Wellbeing in the Contact Centre, CCMA Research, 2023