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:
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Agent satisfaction was low, due to their lack of scheduling control.
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Supervisors were concerned about agent lateness and the impact it had on their service level agreements.
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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.
”This model worked so well, we want to do this at our company.
- Henry Svenblad, President and Chief Technology Officer, Company Nurse powered by Lintelio