Workforce Optimisation

Meet customer demand with the right resources, every time

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Efficiently meet customer demand with the right resources, everytime

For many consumer focused organisations frontline team members present the brand to customers.  They are also one of the most expensive investments making up to 90% of the cost base. With such a large investment and dependency on people capability, a focus on optimising outcomes 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 identify employee performance improvement opportunities.

Meet customer demand with the right resources

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 customer demand and staff availability. With accurate forecasting organisations can efficiently match resourcing 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
  • employee empowerment

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

Meet customer demand with the right resources

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 customer demand and staff availability. With accurate forecasting organisations can efficiently match resourcing 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
  • employee empowerment

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

Easy access to the latest information

Access to up-to-date information creates consistent content delivery to both customers and employees.

Available on digital properties and inside agent desktop applications our knowledge management solutions present 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.

Automate common customer interactions to manage resource demands

GSN technology provides the solution for many common repetitive processes that require agent time and utilise valuable people resources.

With advanced capabilities such as voice recognition, biometric security and pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications GSN can enable customers to self-serve on voice platforms with seamless transition to assisted service when necessary.  GSN’s extensive software development capability provides for the integration of self-service platforms with just about any back end or line of business system.

Automate common customer interactions to manage resource demands

GSN technology provides the solution for many common repetitive processes that require agent time and utilise valuable people resources.

With advanced capabilities such as voice recognition, biometric security and pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications GSN can enable customers to self-serve on voice platforms with seamless transition to assisted service when necessary.  GSN’s extensive software development capability provides for the integration of self-service platforms with just about any back end or line of business system.

Deliver a consistent quality of service, every time

Our quality management solutions integrate with your existing customer contact systems to capture and analyse valuable customer insights during every customer interaction.  Together with our post interaction Voice-of-the-Customer solution you have a total view of the customer and team member experience across every channel.

Our solutions provide extensive search & playback capability (voice and text) as well as comprehensive analytics to proactively flag any concerns in service quality.  We encrypt your data (recordings, surveys, etc) which can be stored for seven years or more within the GSN environment or in your public or private cloud infrastructure.

We work with your business to customise dashboards and alerts based on your priorities.  Together with Natural Language Processing and Machine Learning our solutions easily flag coaching and training needs, opportunities for business improvement and/or regulatory compliance risks.

Action feedback to enhance the journey. An employee perspective

Capturing employee feedback on every interaction provides the opportunity to support coaching, develop training and identify areas for business improvement.

Powered by our Voice-of-the-Customer (VoC) solution (CentraCX) we can uniquely engage frontline staff for feedback and provide them with a powerful voice in the continuous improvement process.  Our solutions capture corresponding agent feedback by providing the agent an opportunity to provide her or his own perspective on the specific customer feedback and then linking the two pieces of feedback together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees.

Action feedback to enhance the journey. An employee perspective

Capturing employee feedback on every interaction provides the opportunity to support coaching, develop training and identify areas for business improvement.

Powered by our Voice-of-the-Customer (VoC) solution (CentraCX) we can uniquely engage frontline staff for feedback and provide them with a powerful voice in the continuous improvement process.  Our solutions capture corresponding agent feedback by providing the agent an opportunity to provide her or his own perspective on the specific customer feedback and then linking the two pieces of feedback together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees.

…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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