Improved efficiency, simplicity and the agents love it!
The cloud contact centre platform, with Genesys and Verint applications, provides a unified infrastructure platform for Woolworths’ contact centres in Australia and New Zealand. It allows the organisation to blend both agents and brands, and displays a full history of customer contact without the need to swap between email, voice, and chat systems.
“[The simplicity of the solution] means we’ve been able to focus on the customer and be less concerned about the system and how it works, as well as some of the complexities we faced with the previous systems. The agents can really focus on what the customer is saying and deliver them the answer that they need. It also allows us to multi-skill agents across brands,” said Gerrad Hennessy.
“This develops the agents and increases their sense of worth as they feel more valuable to the contact centre and, as a result, we are seeing improved efficiencies,” continued Anne-Marie Masterton.
The solution also provides a more-timely and consistent experience for Woolworths’ customers – a key factor as the organisation wants to maintain its excellence in customer service record.
“Staff love it because now it’s really simple for them to use. As an example, we only need to train them for one hour, from never having seen the technology to going live. The versatility of the applications also allows the agents to use prescriptive responses or develop their own favourite responses,” said Anne-Marie Masterton.
Measurable results for a better customer experience
The cloud contact centre solution is already delivering measurable results for Woolworths, as well as tools to help it develop better insight into the customer experience.
“Even though it has only been in place for a limited time, the touchpoints for Woolworths online for email have reduced by about 40% and we are seeing a 5-10% reduction in average handling times, which has reduced per-minute costs. So, the intelligent routing that Genesys provides is directing customers to the right agent at the right time,” said Gerrad Hennessy.
“In the future, as demand changes, the contact centre platform can quickly scale to take on additional capacity, new brands, and new interactions. The solution also provides an extensive range of advanced analytics and insights to the customer experience,” said Michael Slip.
By moving the technology stack to the cloud, Woolworths can directly access this information and insights about the customer. This provides the organisation with a deeper and more accurate understanding of its customers’ experience, which facilitates improved decision-making.
Woolworths now has more powerful contact centre workforce optimisation capabilities that enables the company to utilise employees more efficiently. This allows it to reduce costs, in particular third-party, business process outsourcing (BPO) provider costs.
Additionally, Woolworths can now host internal contact centres (People Services) on its technology platform. This provides efficiencies for its smaller business units that couldn’t otherwise afford a premium solution.
Surprising and delighting customers
Summing up the benefits and value of the solution, Anne-Marie Masterton said: “It’s efficient, the agents love it, it requires minimal training and it allows me to optimise my workforce by having people cross-skill, cross train and able to deal with three different channels.” “We definitely know that we have the infrastructure to surprise and delight our customers,” concluded Tzipi Avioz – Group Head Digital Commerce & Contact Centres – Woolworths Limited.