Belfius Bank implemented Genesys Workforce Management

The head of contact center of bank Carine Demol told why Belfius Bank uses Genesys Workforce Management.

"Creating our contact center, we not only wanted to achieve high efficiency of work and excellent service quality, but also aimed to pass to more targeted customer service. As soon as the client addresses to our contact center, we try to identify right there it (integration of our CC with the CRM system allows to make it), then according to data retrieveds its call is categorized — and we offer the client additional products or special service. For example, for large customers we provide completely personalized "high-speed" service. When we wanted to integrate additional communication channels, such as, for example, e-mail and voice messages into our CC, new tools were necessary for us for task allocation between employees, and it resulted us in need of a new solution for personnel management. We organized for our supervisors a fact-finding session with Workforce Management. Explained all pluses of this solution, first of all for them, and emphasized positive influence of this tool on efficiency and transparency of work of operators. Today at our disposal there is a new method of planning and the organization of resources, the improved possibilities of forecasting and monitoring. The Genesys company not only gave us technical capabilities for this purpose, but also made a number of valuable recommendations about their implementation. The new solution allows to predict and plan all work types and helps to organize personnel training in optimal time on subjects most relevant at the moment. It is one of the main advantages of this solution. We highly appreciate the new opportunities given us by Genesys".