You can’t escape these agents of the undead, pacing around listlessly, muttering to themselves about service levels, unfair schedules and not enough time for breaks or training. View this slideshare and learn what questions Contact center professionals and leaders have to ask themselves. Don’t let zombies infect your contact center workforce! There are cures out there that can bring your agents, supervisors, and managers back to life. Genesys Gurus can help cure any form of zombiefication! Get more information on this topic with the Forrester Report: Contact Centers Must Go Digital Or Die http://gsys.co/VGJ3u

1. Don’t Let Your Contact Center
Workforce Become The Walking Dead
Genesys eBook
Keep your team human with more
effective Workforce Planning

2. Table of ContentsTable of contents
Omni-channel CX
Executive Zombie
Contact Center
Manager Zombie
Stiff Spreadsheet
Forecaster
Zombie
Missing Parts
Zombie
Disengaged Agent
Zombie
Over-worked
Wrong-way Zombie

3. Let’s take a tour around the contact
center floor to identify the zombies in
our midst and - more importantly - how
we can cure them. The only weapons we
need for this journey are Workforce
Optimization tools and services!
You can’t escape these agents of the undead, pacing
around listlessly, muttering to themselves about
service levels, unfair schedules and not enough time
for breaks or training.
As contact center professionals and leaders,we
have to ask ourselves two questions:
Are we causing this workforce apocalypse?
Are we giving our forecasters, schedulers,
managers, and agents the proper workforce
optimization and management tools to stave
off zombiefication?

4. You’ve seen them staring blindly into their powerfully strong
espresso drinks…with stress written all over their faces and
a truly wild look in their bloodshot eyes.
The CX Zombie can’t figure out why customers are leaving.
The world has entered the digital age…and your business
along with it. You added new methods to interact with your
customers, but all of this has complicated matters… especially
when your channel touchpoints are individual silos of
technology.
How do you provide consistent customer experiences (CX)? Do
you know where your customers are and where they’ve been?
How can you get a true picture of the end to end customer
journey, and make informed decisions, if you don’t have insight
across channels?
Having a good omni-channel Workforce
Management strategy will rejuvenate
agents and executives alike!
Omnichannel CX Executive Zombie

5. Here’s a Stiff Spreadsheet Forecaster Zombie with
lifeless eyes. A spreadsheet worked fine when the
contact center was voice only, and maybe a dozen
agents.
But your business has grown. Life is more complicated
now with more interaction channelsand things
happening in the cloud…and you havemore agents -
working both in-house and virtually.
Those spreadsheets have grown too – just not in a
good way. They’re bloated, stiff, impossible to read,
and confusing.
Managed WFM services like Genesys Guru,
can help you determine the best path, and
take on the planning and ongoing analysis
and optimization of your workforce, bringing
you insights you will never get from that
torturous excel spreadsheet!
Stiff Spreadsheet Forecaster Zombies

6. Disengaged Agent Zombie
There’s a whole slew of Disengaged Agent Zombies out
there - chained to their desks, rotting in a perpetual cycle
of monotonous tasks and waiting…waiting…waiting.
They’re waiting for work (and a much needed break!),
in dire need of training, wanting approval for time-off
requests and awaiting shift swap confirmations.
They have no hope of ever casting off their chains. But
proper workforce management helps employees get more
engaged, and brings them back to life.
Skills Management and training tools help you assess
skill-setsand performance gaps, and even automate training
to help your agents become the brand ambassadors for
your business thatyou need them to be!
With Genesys Workforce Management,
holidays can be requested and accepted/
declined instantly, and agents feel
more engaged with the ability to
influence their schedules and keep up
to date on schedules/changes via their
mobile devices.

7. It seems no one is safe from the zombification.
Here is your contact center manager being clawed
at from all sides, unable to be as effective as she
needs to be and slowly becominga Zombie.
Schedules are her downfall: Yesterday there were
tons of agents milling about with nothing to do.
Today, it’s post-apocalypse city. This nightmare is due
to ineffective scheduling.
sHe doesn’t know who is in, who should be off, who
is in training – and nobody seems to be getting their
annual leave properly.
Genesys Workforce Optimizationtools enable managers to get themost value possible from theirresources and employees.
You can monitor agents, assess
coverage for expected callvolumes, update schedules for agents who are offsick, and even add training sessions to the quiettimes of the day.
Contact Center Manager Zombie

8. The Missing Parts Zombie is aimlessly wandering around
looking for brains and intelligence.
Right now, they’re staring at various reports with
different bits of information on each. Call volumes on one
report, headcount on another, average handle time (AHT)
on yet another. This is no way for a supervisor to report
upwards to management. Even if the supervisor is part of
the undead too!
Genesys Workforce Planning provides easy to
understand contact center performance reports showing
if interactions are being handled efficiently, whether
Service Levels and Key Performance Indicators (KPIs)
are being met and if agent pools are adequately staffed.
You can also drill down further to gain useful insight like percentage
of abandoned interactions as forecasted vs. actuals.
Understanding what's going on in your contact center will help you
breathe life back into zombies across the business!
Missing Parts Zombie

9. These are the over-worked, over-stressed and overly-
costly-due-to-unwanted-overtime zombies that run amok
in contact centers all over the world.
Scheduling and delivery of interactions and work go
hand in hand. One cannot live without the other...but
more often than we would like to admit work is routed
the wrong way – to someone who either has the wrong
skill-set or who isn’t “on the clock”. This creates the
dreaded Over-worked Wrong-way Zombie.
By integrating your workforce
management solution to your routingsystem, you can stop delivering work toemployees whose shifts are about to end,or who are already off-shift, reducing thehigh costs often associated with overtime.
Through an integrated Workforce Planning strategy,and ensuring that your employees only get assignedto work that is both timely and appropriate to theirskill-sets (Channels or work types? Languages?Special customers?), they will be happier doing theirjobs, which reduces attrition and the high cost ofemployee turn-over (replacement and training).
Overworked Wrong-way Zombie

10. Don’t let zombies infect your contact center workforce!
There are cures out there that can bring your agents,
supervisors, and managers back to life.
Even the undead creatures with the worst attitudes
can be fixed up with a healthy dose of workforce
management, and Genesys Gurus can help cure any
form of zombiefication!
Learn more about how to better
manage and enable your contact
center staff with modern
Workforce Planning techniques.
Check out
7 Key Capabilities for
a Powerful Workforce
Management Solution.

11. About Genesys
Genesys is the market leader in multi-channel customer experience (CX) and contact center
solutions in the cloud and on-premises. We help brands of all sizes make great CX great
business. The Genesys Customer Experience Platform powers optimal customer journeys
consistently across all touchpoints, channels and interactions to turn customers into brand
advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more
than 100 million digital and voice interactions each day.
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