Launch of new Workforce Optimisation Initiative to help contact centres optimise agent productivity

Genesys Media Alert – UK 

Genesys collaborates with BT and Silver Lining Solutions to increase awareness of key people, process and technology issues

Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), announced today the launch of a new Workforce Optimisation Initiative to help educate UK contact centre managers and supervisors about the business benefits of effective workforce management. The Initiative will be run in conjunction with BT, a Genesys partner and leading systems integrator, and with Silver Lining Solutions (SLS), a Genesys Interacts Partner and leading provider of skills management software. It will demonstrate how contact centres can maximise the return on their biggest asset – agents, who typically account for 60 per cent of a contact centre’s budget.

Many contact centres do find workforce optimisation a major challenge: recent research from Genesys and SLS showed that only 25 per cent of the contact centres surveyed could achieve 75 per cent agent productivity or greater. Technology solutions such as Enterprise Routing and Workforce Management tools can be vitally important for scheduling workers and managing calls effectively. The new initiative will demonstrate how a greater focus on people and process issues within these areas – for example through effective training and skills management – will help enhance the contact centre. These improvements can help businesses consolidate their call centre operations across a virtual network or a single site, and also rectify the fragmentation that may occur during a merger or acquisition.

“Optimising the workforce is a very complex process,” commented Lucille Jackson, UK Marketing Manager, Genesys. “It’s a genuine people, process and technology problem and that’s why many contact centres can get overwhelmed by the task and thus focus too intently on one aspect. What we are aiming to achieve through this initiative with BT and SLS is education, and enabling contact centre managers to go out there and put in place the necessary changes so that their contact centres can run more efficiently. When people understand the effects of different changes, they will be able to develop their contact centres and achieve the right results first time.”

“As a Genesys partner, we have worked with joint customers to help them manage their workforce through routing and skills assessment technology, and also through consultancy time to show them how to achieve the best results,” added Simon Wright, SLS. “Now we are starting this new Initiative which will feature a number of activities aimed at helping businesses become more efficient and enabling agents to be more effective.”

The Workforce Optimisation initiative will be starting with the Contact Centre Masterminds Quiz. It is an online competition exclusively for teams working in contact centres in the UK. Teams of up to six people complete an online quiz to test their abilities in General Knowledge, Celebrities, Sport, TV and Film, Problem Solving and Music. To register your team, simply log on to www.contactcentremasterminds.com.


Media Contact:
Lucille Jackson, Genesys, 0118 9747144, ljackson@genesyslab.co.uk


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