Making your Contact Center Lean and Agile with Genesys CX insights

Published On March 11, 2019 | By Laura Overton | Technology

Running a contact center is no joke. If you have no idea how your contact center employees are interacting with the customers, your business is definitely heading right towards a massive disaster. Suffice to say that it has become imperative, if not a necessity, for all contact centers to have a clear understanding of the current position of their business operation. To do that you need some powerful tools like Genesys CX insights. It is a web-based application that allows users to visualize data.

It is a pain to go through piles of raw data to understand the current state of your contact center. You neither have the time nor the patience to go through every single set of data to figure out how different segments of your contact centers are performing or which segments are underperforming. Even if you decided to devote a good amount of time to understand and identify the problems that are being faced by your contact center on a daily basis, it will overwhelm you for sure. But Genesys is here to your rescue, and Miratech InsightCX simplifies the whole process. All you have to do is to take a look at its WorkForce management report and you will have all the details in a visually interactive format. What else you can expect from a tool like this, right?

Genesys custom experience insights allow you to keep track of the status of the agents in real-time, which is cool. You can track how many agents are online, how many interactions have taken place between your agents and your customers, what the average handling time is, how many calls are in the pipeline, how many issues have been processed so far and so on. You can go ahead and check out the WFM reports for a more detailed view of the metrics.

The pillars of a successful business organization are education and knowledge. How can you bring positive changes to your contact center if you have no idea how it is getting operated or what the loose ends are?  Genesys Customer Experience Analytics gives you the ability and the power to understand the issues that are faced by your contact center and it is up to you to come up with creative strategies to fix those issues. Your main objective should be increasing customers’ satisfaction level and boosting sales volume.

With Genesys CX insights, you will be able to foresee the problems even before they actually arise, which means that you will be better prepared to face those problems headlong. One of the possible strategies is to introduce automation where possible, which will help deal with an issue like a sudden increase in the number of calls. Basically, Genesys CX insights are helping business owners to stay prepared for eventualities.

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