Revolutionising Workforce Management in the Contact Centre

A discussion with Benenden Health, Genesys and Sabio

In our latest podcast episode, our host Martin Hill-Wilson was joined by a panel of CX experts, including Paul Turner (Innovation Lead at Genesys), Jim Fleming (WFM Specialist Architect at Sabio), and Steven Miller (WFM Resource and Capacity Planning Manager at Benenden Health).

Together, they painted a picture of the current landscape, analysing the factors impacting contact centre leaders and frontline agents today. Of course, one cannot discuss the modern contact centre without acknowledging the way the pandemic affected the workplace and workforce. More specifically, our speakers explored the opportunities and challenges presented by the rise of hybrid working and new technologies.

Taking this further, they explored how organisations are making a transition from traditional Workforce Management (WFM) to a more holistic approach, known as Workforce Engagement Management (WEM).

A PARADIGM SHIFT

Paul introduced the concept of Workforce Engagement Management (WEM) as a paradigm shift from traditional WFM practices. While WFM primarily focuses on managing schedules and tasks, WEM takes a more comprehensive approach by encompassing employee engagement, satisfaction, and wellbeing. This shift reflects a growing recognition of the vital role that employee morale and satisfaction play in driving operational success and customer satisfaction.

COLLABORATIVE SOLUTION DEVELOPMENT

Turning to the power of partnerships, Jim elaborated on the collaborative efforts between Benenden Health, Sabio, and Genesys in developing tailored solutions to address operational challenges while prioritising employee wellbeing. By leveraging Sabio's expertise in contact centre technology and Genesys' innovative solutions, Benenden Health was able to implement a suite of tools and processes designed to streamline operations, enhance employee engagement, and support wellbeing.

THE SABIO/GENESYS TIME-OFF MANAGEMENT APP: A GAME-CHANGER

Steven then shared a compelling case study highlighting the transformative impact of their new Sabio/Genesys time-off management app on employee satisfaction. Prior to the adoption of the app, Benenden Health’s agents had to double key their annual leave requests and couldn’t see their entitlements in the core system, meaning they could easily lose track of what they had already booked.

Identifying these challenges, Benenden Health adopted the intuitive app, which is fully integrated within the Genesys interface and therefore enables employees to manage leave requests seamlessly. In addition to eliminating dual administration, the app further allows agents to select different types of leave (e.g., wellbeing days, emergency leave, etc.,) as well as to regain the hours they work overtime when stuck on a call at the end of the day.

In other words, the app gives employees more control of their time, contributing to a better work-life balance, boosted morale, satisfaction and productivity.

HARNESSING THE POWER OF AI AND AUTOMATION

Paul and Jim discussed the role of AI and automation in driving efficiency and productivity in customer contact centres. While AI-powered tools such as speech analytics and continuous forecasting offer valuable insights and predictive capabilities, they also raise important questions about employee empowerment and job satisfaction. The key lies in striking a balance between automation and human touch, ensuring that employees feel supported and valued in their roles.

ELEVATING EMPLOYEE WELLBEING AS A STRATEGIC IMPERATIVE

Throughout the discussion, the importance of elevating employee wellbeing as a strategic imperative was underscored. By fostering a culture of support and prioritising initiatives that promote work-life balance and mental health, organisations can enhance employee morale, retention, and overall productivity. Benenden Health's journey serves as a testament to the transformative power of prioritising employee wellbeing in driving operational excellence and customer satisfaction.

A HOLISTIC APPROACH TO WORKFORCE MANAGEMENT AND ENGAGEMENT

As organisations navigate the complexities of workforce management in the digital age, Benenden Health's journey offers valuable insights into the importance of taking a holistic approach that encompasses both operational efficiency and employee wellbeing. By embracing Workforce Engagement Management (WEM) and leveraging collaborative innovation, organisations can achieve remarkable results in terms of efficiency, employee satisfaction, and customer experience. As the landscape of customer contact centres continues to evolve, prioritising employee wellbeing will remain a cornerstone of success in the years to come.

Listen to the full podcast episode here.