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What is contact center workforce planning?

Improve contact center operational performance with workforce planning from Genesys

Call 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.

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. The challenge arises when integrating the customer journey through the multiple touchpoints and channels available to customers.

Benefits of Genesys workforce planning

Most workforce management and planning solutions do not facilitate a seamless experience for the customer which creates a frustrating customer experience. The Genesys Customer Experience Platform offers omnichannel solutions for contact center workforce planning to deliver a great customer experience that also improves the effectiveness and efficiency of your call center workforce.

  • Personalized experience for your customers—connect with the most appropriate agents
  • Workforce Optimization—efficient use of distributed and varied workforce
  • Back office optimization to remove siloed customer information to ensure consistency across the entire customer lifecycle

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.