A place to ask questions, connect with others, and stay in the know
Hey everyone,Alexander emailed with the following question:Are there any specific Metrics or KPI's which indicate that a WFM solution is working well, or alternatively are there Metric / KPI's which indicate that a WFM solution needs to be improved or tuned?
Working as a Service Provider, we want to do more than simply monitor the status of an environments applications, .i.e. Running / Stopped.
We want to understand how well environments are performing in terms of how they are tuned to be as efficient and effective as possible.
I would love to know which statistics best indicate the effectiveness of a clients current WFM / WEM solution.I imagine this conversation could be fun. Enjoy!
Great question!!In my experience, understanding if your WFM solution is working "well" all depends on the specific issues you are looking to improve upon within your business.
Are you dealing with poor customer experience? (Survey Scores)Are you looking to streamline your operations budget? (Forecasted Costs vs. Scheduled Costs)Are you looking to increase the productivity of your agents? (Working time vs. Shrinkage)Are you looking to increase FCR or decrease customer wait times? (Transfer rates, SLA, ASA)All of these can be accomplished through the proper application of a WFM Solution, it's just a matter of identifying your pain points and focusing on the specific KPIs that ease that "pain".The beauty of the Genesys WFM Solutions is they have the ability to tap into all of the KPIs that are inherent parts of the Genesys environments and cater your operations to those...
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.