What Is Workforce Management?

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. Typically, a workforce management strategy includes scheduling, forecasting, skills management, timekeeping 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 the necessary skills are available to meet job requirements — whenever needed. The concept of workforce management is similar to workforce optimization and workforce planning.

How Genesys can help

Unlike most workforce management products, Genesys Workforce Management supports all communication channels and work items through integration with the Genesys Cloud CX™ platform, to offer a truly unique capability.

As interactions and work items are routed, the workforce schedule can be consulted in real time. This prevents routing interactions to employees who aren’t scheduled to work on the specific activity. It also can save unplanned overtime costs, as employees will no longer receive interactions when their shifts have ended already.

Managing an omnichannel workforce using Genesys solutions lets you continuously optimize the customer experience, along with these other benefits:

• 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 omnichannel workforce.