Miratech knows that with customer needs constantly changing, you must give your agents the tools to succeed. We help you to implement Genesys workforce optimization as the solution you need to measure the efficiency of your company and the quality of your customer experience. Workforce management is usually implemented after other products and it is very common for businesses to tailor workforce management to already implemented processes, some of which do not fully fit to the optimal workforce management configuration. We’ll help you determine if it’s better to modify routing strategies or do advance workforce management tuning, based on your individual needs.
With our help, you can better forecast so you know exactly how many agents with which skills you need, enabling you to optimize costs. Do you need to onboard new agents while still optimizing resources? Miratech has a solution! We will assess your processes and documentation, interview your people how they do their everyday job and suggest improvements. Then we will create the How To’s Guide for key cases and processes and do the knowledge transfer. Miratech’s expertise in Genesys PureEngage schedule-based routing also enables you to deliver on your business objectives by fostering employee engagement.