Workforce Management

With such a large investment and dependency on people, investment in workforce optimisation can deliver significant business benefit

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Optimise your investment to meet customer expectations

For many consumer facing businesses, the customer experience is delivered through the interaction between customers with their frontline teams.  This is a significant area for differentiation, although one of the most expensive, often making up over 90% of customer acquisition and retention costs. With such a large investment and dependency on people, investment in workforce optimisation can deliver significant business benefits.

GSN’s workforce optimisation products include traditional demand forecasting, workforce planning and staff scheduling products as well as highly innovative AI-powered solutions to engage employees, identify opportunities and deliver performance improvement.

Workforce Management (WFM)

Workforce Management (WFM) is critical for customer service organisations to balance operational efficiency with revenue and customer satisfaction. To effectively resource across multi-channel environments managers must base schedules on accurate forecasts of staff availability and customer demand requirements. With accurate forecasting organisations can efficiently match employee availability and skills to customer needs.

Our WFM solution is a comprehensive software application that accurately forecasts, schedules, and tracks the performance of multi-skilled employees in single and multi-site front and back-office environments.

This includes:

  • demand forecasting, and flexible scheduling and planning options
  • performance monitoring
  • employee real-time adherence
  • historical reporting, and
  • employee empowerment

We also have out-of-the box APIs for easy integration to third-party contact centre and office applications.

Workforce Management (WFM)

Workforce Management (WFM) is critical for customer service organisations to balance operational efficiency with revenue and customer satisfaction. To effectively resource across multi-channel environments managers must base schedules on accurate forecasts of staff availability and customer demand requirements. With accurate forecasting organisations can efficiently match employee availability and skills to customer needs.

Our WFM solution is a comprehensive software application that accurately forecasts, schedules, and tracks the performance of multi-skilled employees in single and multi-site front and back-office environments.

This includes:

  • demand forecasting, and flexible scheduling and planning options
  • performance monitoring
  • employee real-time adherence
  • historical reporting, and
  • employee empowerment

We also have out-of-the box APIs for easy integration to third-party contact centre and office applications.

Workload Distribution

Workload Distribution creates an enterprise-wide task list that is centrally managed and prioritised. It allows work to be presented to the right resource, at the right time, and at the right location. It captures non-real-time work from multiple source systems, uses business rules to prioritise or reprioritise the tasks, and then distributes the tasks to the most suitable resource.

Knowledge Management

Knowledge Management creates consistent content delivery to both customers and employees.

Available on digital properties and inside agent desktop applications it presents suggested articles based on the real-time content of voice, live chat, email, web form, SMS or social channels.  With advanced authoring, review, and approval capabilities the created content is not only visually rich and engaging but is up to date and correct, ensuring that customers always receive the latest information.

We can also integrate Chatbot and Virtual Agent interfaces for your teams to make it quick and easy for them to access knowledge management repositories when they need it.

Knowledge Management

Knowledge Management creates consistent content delivery to both customers and employees.

Available on digital properties and inside agent desktop applications it presents suggested articles based on the real-time content of voice, live chat, email, web form, SMS or social channels.  With advanced authoring, review, and approval capabilities the created content is not only visually rich and engaging but is up to date and correct, ensuring that customers always receive the latest information.

We can also integrate Chatbot and Virtual Agent interfaces for your teams to make it quick and easy for them to access knowledge management repositories when they need it.

Chatbots & Virtual Agents

Bring together Human and Artificial Intelligence to enable customers, employees and chatbots to seamlessly engage across your business.  We provide IVR, chatbot, virtual agent, live chat and knowledge management solutions that when combined, empower your organisation to provide consistent, personalised and fast resolution of customer enquiries across all channels.

Our solutions let you resolve many common customer enquiries – fast – and if the interaction starts to become more complex, we seamlessly transition your customer to a live agent to continue the positive experience.

This adds up to savings for your business without compromising the customer experience.

Interactive Recording & Assessment

Interaction recording can securely capture voice and digital interactions (including the agent’s screen) that are handled with assisted service. With extensive search & playback capability as well as comprehensive security / encryption, recordings can be stored for up to seven years or more within the GSN environment or in the customer’s public cloud infrastructure.

Interaction recording provides the ability to capture the entire length of the customer interaction, regardless of how often it is transferred or conferenced.  Together with AI powered Analytics we can identify opportunities from every customer conversation.

We help you to design a customised dashboard that can identify actions around:

  • individual and team performance
  • best practices, and best practice sharing
  • adherence to scripting
  • compliance with any regulatory frameworks

Interactive Recording & Assessment

Interaction recording can securely capture voice and digital interactions (including the agent’s screen) that are handled with assisted service. With extensive search & playback capability as well as comprehensive security / encryption, recordings can be stored for up to seven years or more within the GSN environment or in the customer’s public cloud infrastructure.

Interaction recording provides the ability to capture the entire length of the customer interaction, regardless of how often it is transferred or conferenced.  Together with AI powered Analytics we can identify opportunities from every customer conversation.

We help you to design a customised dashboard that can identify actions around:

  • individual and team performance
  • best practices, and best practice sharing
  • adherence to scripting
  • compliance with any regulatory frameworks

AI powered Quality Management

Our solutions sit on top of your existing customer systems and consistently listen to all customer conversations. With dashboards customised to your business needs and priorities our solutions can flag individual coaching needs, gaps in training effectiveness or regulatory compliance risks

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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