Genesys Cloud customers in workforce management were looking for ways to increase agent satisfaction and ease the concerns of management regarding service level agreements

Challenges:

• Agent satisfaction was low, due to their lack of scheduling control

• Supervisors were concerned about agent lateness and the impact it had on their service level agreements

• Both agents and supervisors were looking for mobile solutions

We started the project by conducting in-depth research interviewing nine participants across two companies around the theme of “scheduling flexibility.” Our key users were agents and supervisors

We then conducted a multi-day, virtual workshop co-creating with customers in the room. We empathized with key users, identified and articulated their needs, ideate potential solutions and created a prioritized, human-centered roadmap to deliver on key user benefits—for both agents and supervisors

After validating the workshop outputs with customers who we did initial research with, we created a revised prioritized roadmap that had over two years of user enablements for the company to deliver.