Genesys Cloud WEM Part 2: The Pillars

Introduction

In our previous post, we introduced the concept of Workforce Engagement Management (WEM) within the Genesys Cloud environment. Today, we'll delve deeper into the foundational pillars that support this comprehensive approach to workforce management: Workforce Optimization (WFO), Employee Engagement, and Real-Time Analytics.

Workforce Optimization (WFO)

Workforce Optimization is the first crucial pillar of WEM in Genesys Cloud. It involves a suite of integrated applications designed to enhance the efficiency and effectiveness of your contact center operations. With WFO, you can manage all aspects of your workforce, including:

• Forecasting and scheduling: Predict contact volumes based on historical data and plan optimal staffing schedules to meet customer demands.

• Quality management: Monitor, review, and analyze interactions between agents and customers to identify areas of improvement.

• Performance management: Set, monitor, and track agent goals and key performance indicators (KPIs) to improve overall productivity and efficiency.

Employee Engagement

The second pillar of Genesys Cloud WEM is Employee Engagement. By fostering a positive, engaging work environment, organizations can boost agent satisfaction and productivity, leading to improved customer service. The Employee Engagement features in Genesys Cloud include:

• Gamification: Implement game-like elements in the workplace to motivate agents, encourage healthy competition, and promote desired behaviors.

• E-Learning: Provide customized training programs to improve agent skills, knowledge, and performance.

• Real-time feedback: Give immediate performance feedback to agents, offering recognition for accomplishments and coaching for improvement areas.

Real-Time Analytics

The third pillar, Real-Time Analytics, offers valuable insights into your operations, agents' performance, and customer interactions. With Genesys Cloud's advanced analytics capabilities, you can:

• Monitor contact center performance in real-time, allowing for swift response to changing conditions.

• Track agent performance against established KPIs to identify top performers and areas needing improvement.

• Analyze customer interactions and feedback to identify trends, uncover insights, and improve customer experience.

Conclusion

Understanding the pillars of Workforce Engagement Management in Genesys Cloud can significantly improve your contact center operations. By balancing the needs of your workforce with business objectives, you can drive productivity, enhance customer service, and foster a more engaged and satisfied workforce.