Case Study: DNB achieves a 6% increase in first-contact resolution with Genesys Workforce Management

DNB Increases First Contact Resolution Through Smarter Forecasting and Scheduling

DNB, Norway’s largest financial services group with millions of retail and corporate customers and around 1,000 contact center staff, faced a growing multichannel workload as customers shifted from branches to phone, chat, SMS and social media. The bank needed to deliver seamless service across channels while accurately forecasting demand across roughly 200 different skills, scheduling agents fairly and improving first-contact resolution without increasing costs.

Working with Genesys, DNB implemented integrated workforce management, routing and analytics, trained agents as area specialists within a competency matrix, and added self-service and CRM integration to route inquiries to the right expert. The result: first-contact resolution has risen by 6% and continues to grow, customer satisfaction scores average about 5.25/6, forecasting and scheduling accuracy reduced costs, and both customer and agent satisfaction improved.

DNB

Grethe Smith-Meyer

DNB