Contact center workforce planning is the process of aligning the strategic and operational elements of a contact center workforce with organizational objectives. Contact center workforce planning addresses all elements of the call center including team scheduling, training and forecasting.
Industry leaders in customer service have shifted their focus from providing customer satisfaction to placing a greater emphasis on enhancing the customer experience. The challenge is integrating the customer journey through multiple touchpoints and channels that are now available to customers to connect to businesses. Most workforce management and planning solutions do not allow a seamless connected experience for the customer which creates a frustrating customer experience. The Genesys Customer Experience Platform offers omnichannel solutions for contact center workforce planning.
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