What Is Workforce Management?

Empower your team to drive productivity

Workforce management (WFM) is the process of strategically optimizing the productivity of employees to ensure that all resources are in the right place at the right time. A workforce management strategy typically includes scheduling, forecasting, skills management, time keeping and attendance, intraday management, and employee empowerment. Complexity increases with the need to ensure that customer service supports omnichannel customer engagement.

Workforce management makes certain that employees with necessary skills are available to meet job requirements—whenever needed. The concept of workforce management is similar to workforce optimization and workforce planning.

Workforce planning from Genesys delivers

Enable your team to deliver personalized customer experiences through the Genesys Customer Experience Platform. Support exceptional customer experience through employee management solutions and omnichannel workforce planning to ensure an expert is always available.

With workforce planning and employee engagement solutions from Genesys you can:

• Reduce operational costs with improved cross-team efficiencies
• Use skills-based routing to ensure customers are matched with the right expert
• Apply front- and back-office integration for complete customer history for personalized customer service

Learn how to optimize your workforce for the omnichannel revolution. Download the eBook now.