What Is Workforce Management?

Empower Your Team to Deliver Personalized Customer Experiences

Workforce management is the process of strategically optimizing the productivity of employees, ensuring that all resources are in the right places at the right times. A workforce management strategy typically includes scheduling, forecasting, skills management and employee empowerment. Complexity increases with the need to ensure that customer service supports omnichannel customer engagement.

The Genesys Customer Experience Platform supports exceptional customer experiences through employee management solutions and omnichannel workforce planning to ensure an expert is always available.

Workforce planning and employee engagement solutions from Genesys delivers:

• Reduced operational costs with improved cross-team efficiencies
• Skills-based routing to ensure customers are matched with the right expert
• 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.