Adapting Post-COVID with Workforce Engagement Management Tools

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There’s no question that the recent pandemic shifted the paradigm of how we work. It forced companies to quickly adapt to new methodologies, often requiring operational and administrative teams to move quickly and nimbly. In meeting these challenges, many employees’ roles changed, with some assuming new and sometimes more complex responsibilities.

This not only required new skills and the need for different tools, but it also exposed a requirement for more training. And all of this led to an increase in costs. Fortunately, workforce engagement management (WEM) tools can help companies and their employees adapt easily and cost-efficiently.

Engaged Employees and a Better Work-Life Balance

Social distancing and at-home everything—work, school, virtual happy hours—can greatly affect employee performance. Companies must understand the holistic situations of each employee and how they directly relate to their out of work lives. Balance is critical.

Understanding this allows companies to make strategic decisions around which tools, training, and guidance they’ll provide to support employees. They’ll use experiences, insights, and data to create a sense of belonging and engagement among employees.

WEM, as a part of the Telstra Contact Centre Genesys Cloud solution, lets you offer employees tools for self-care and off-queue life so they can collaborate, review their calendars, and see next tasks. This also gives them a general view of how they’re performing, as well as personalised development plans. All of this generates growth and develops a sense of belonging as employees achieve a better work-life balance.

Quality and Compliance for Customer Experience

Now that so many of us are working remotely, customer interactions on all channels have increased. This not only creates more data, but it also places a greater burden on quality managers, business analysts, evaluators, risk managers, and supervisors. And this rise in interactions and subsequent data elevates the importance of compliance.

All companies aim to protect customer privacy and secure their data. Regulators have toughened their policies, which means companies face more serious consequences for mishandling data.

By automating policies for recording, retention and evaluation, WEM optimises quality and compliance. It ensures quality across all interactions, reducing the complexity involved in analysing data. And it can uncover root causes for customer and agent satisfaction, frustration, and complaints. It also helps identify questionable behaviour and/or potential exposure, as well as proactively distinguishing important from routine, mitigating risks, and granting security protection for companies and customers.

Workforce, Data, and Information

With employees working from different locations and on multiple systems, it’s important to control how work is distributed. To understand agent availability, capacity, and skillsets, managers, planners, forecasters, and supervisors must have all the necessary information within reach.

WEM, as a part of the Telstra Contact Centre Genesys Cloud, gives customers a unified system and user interface that combines customer interaction management with workforce engagement management. This simplifies contact centre operations so you can easily adapt to changes and challenges. Leveraging a secure cloud infrastructure eliminates the need for a peak-sized, on-premises environment. And it centralises information, making it accessible anytime, anywhere. This, ultimately, reduces the cost and complexity of relying on multiple solutions.

The right WEM tools simplify forecasting, staffing, and decision-making. With up to 95% forecast accuracy, supported by true mathematical schedule optimisation that chooses from 25 machine learning-trained models in a single click, you can achieve the necessary flexibility. And using artificial intelligence and automation enables you to boost employee productivity and achieve higher-level business goals.

2021 Gartner Magic Quadrant

There are different Genesys contact centre options available to address the varying WEM needs of companies of different sizes across industries. Learn more in the Gartner Magic Quadrant for Workforce Engagement Management Report.

Download the report