Lacking efficiency – agents needing to log out of one system, and into another in order to keep up with fluctuating queue volumes
Tedious reporting – for a holistic view of department performance, PIC had to manually combine data from various sources in order to get the reports needed
Delayed performance management – Donor Care leadership unable to see consistent live insights to individual team members’ productivity
Current Systems
Genesys Cloud CX (Inbound, Outbound, Email, Chat)
Outcomes
Improved Efficiency – PIC is now in a fully blended environment with no need to switch back and forth between systems anymore
Effective Reporting – PIC is now able to get the majority data from one source, instead of the various sources in the past
Performance management – Donor Care leadership is now able to see both real time & periodical insights to individual team members’ productivity