What is Workflow Management?

Optimize your Workflow Management to Improve Customer Service with Genesys

Workflow management is the administration of a sequence of tasks and processes throughout an organization’s workforce.

Today’s contact centers face the challenges of planning accurately for multiple communication channels to support an array of interactions—email, voice, text or social media—in order to best serve customers and prospects. A lack of system integration between on and offline work tasks creates a time-intensive ineffective and inefficient process to understand customer needs. Workflow management is a critical component to optimizing both front and back office teams to enable great customer service.

Genesys Continuous Workforce Optimization offers a complete suite of integrated agent and workflow optimization capabilities to accommodate omnichannel customer journeys and the multi-skilled, multi-channel workforce.

Genesys optimizes workflow management by:

• Coaching Employees for Success – analyze the quality of conversations agents deliver across channels
• Improving the quality of customer interactions – skilled and motivated employees increase customer retention
• Automating routing and task assignments – shared application services for front and back office tasks

Empowering your workforce with automated routing and task management facilitates great customer service and improved business performance.