Case Study: ČSOB achieves 90% forecasting accuracy with Genesys Workforce Management

Constant Workforce Optimization Powers Czech Bank’s Success

Československa obchodni banka (ČSOB), a leading Czech bank serving four million customers through 280 branches and 3,300 post offices, needed to improve contact-center forecasting and agent efficiency while expanding 24/7 multichannel service (voice, email, chat) to meet rising customer expectations.

By deploying Genesys Workforce Management, SIP, Voice Platform, Info Mart and Interactive Insights, ČSOB moved from spreadsheet-based forecasting to data-driven planning and a virtualized, multimedia contact center. Forecast accuracy now exceeds 90%, agent utilization rose from 80% to over 90% and individual productivity jumped about 18% (85 → 100 inbound calls/day); average queue time fell 30% (30s → 20s), transaction time dropped 25%, staff costs fell ~10%, total cost of ownership declined 5%, and planners became 50% more productive, enabling six-month workforce planning and scalable multichannel service.

ČSOB

Jakub Hlaváč

Senior Manager, Client Center Development, CSOB