To offer advisors smoother and more efficient management of the interactions they have to handle (calls, emails, letters, internet contacts, etc.) by prioritising them according to “business” criteria of importance or urgency, regardless of the channel used by the customer, and adapting to the service quality context at any given moment.
Ensure better responsiveness for our customers regardless of the channel used to contact us.
Optimise the balance between workload and resources during periods when traffic flows are unpredictable.
Progress status
Rolled out
Use case rolled out and undergoing continuous improvement.
The main systems (unified routing and, above all, media blending) are operational and are undergoing gradual adjustments focused on service quality and accessibility.
Work team
Mainly in-house
Project Management: Project mgt: Omnichannel Distribution Dept / Involved Departments: “Member Relations” & IT
External partner/team: Support of Genesys components, our current publisher for flow orchestration
Work carried out to date
Deployment of unified routing to orchestrate all incoming flows.
Experimentation with media blending, within a specialised scope.
Projection of the best flow/skill combinations to improve customer experience and commercial conversion.
First Results & Lessons learnt
Reduced cognitive load for advisers
Optimisation of availability periods
Reduction in asynchronous flow processing time
Complexity of designing a distribution strategy to differentiate between contact centre priorities and branch priorities (balancing responsiveness vs. personalisation, etc.)
Difficulties encountered & Remainng Challenges
Balancing commercial performance and service quality.
Need for managerial support to change practices.
Fear of a “productivity-focused” system
Combining this system with the guiding principle of sending the right flow to the right skill set.
