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What is Call Center Workforce Planning?

Improve Call Center Operational Performance with Workforce Planning from Genesys

Call center workforce planning is the process of aligning the strategic and operational elements of a call center workforce with organizational objectives. Call center workforce planning addresses all elements of the call center including team scheduling, training and forecasting.

The need for call centers to evolve into omnichannel contact centers has introduced significant operational challenges and inefficiencies. As customers prefer to use multiple digital channels to connect with businesses the contact center must evolve into an integrated platform for services. Genesys has solutions for addressing your specific call center workforce planning to deliver a great customer experience that also improves the effectiveness and efficiency of your call center workforce.

Genesys omnichannel workforce planning solutions offer:

  • Reporting and analytics of all customer interactions, for team training and quality assurance
  • Employee coaching for improved performance and quality assurance
  • Omnichannel customer journey management

Call center workforce planning enables your team to deliver seamless customer journeys and optimal customer service. To learn more about workforce planning from Genesys, download the white paper now.