Workforce planning is the process of aligning the operational and strategic elements of a workforce with organizational objectives. Operational workforce planning considers employee needs, including scheduling, skill set, training and satisfaction.
Supporting a personalized customer experience while managing customer service within budget is a common challenge for today”s multichannel contact centers. Typically, front and back office systems are not integrated, creating customer information silos and limiting the ability to optimize your team based upon skill sets and availability. Omnichannel workforce planning from Genesys leverages a skills knowledge base, real-time scheduling and automated routing to ensure customers are always matched with the right expert. Employees are empowered to provide exceptional customer service, which improves efficiencies and reduces operational costs.
Genesys workforce planning enables your team to deliver seamless customer journeys and optimal customer service. To learn more about workforce planning, download the white paper now.