What is workforce planning?

Workforce planning is the process of aligning the operational and strategic elements of a workforce with organizational objectives. Operational workforce planning considers employees’ needs, including scheduling, skill sets, training and job satisfaction.

Organizations of all kinds use workforce planning to maximize productivity and efficiency. Good workforce planning involves ensuring talent is distributed throughout different areas of an organization. It also requires you to know the needs of each department and how many people are necessary to effectively staff them.

How Genesys can help

In increasingly complex call centers, your employees need a robust combination of information, support and workforce optimization tools to meet rapidly evolving customer expectations. It’s important to define an employee engagement strategy that closely aligns with your customer engagement strategy. You also need to identify what drives inefficiencies and train your workforce accordingly to maximize their success. This means having the right set of workforce optimization tools.

Empower your employees with workforce optimization technology that yields measurable results for organizational efficiency and excellent customer experience. With the integrated Genesys contact center infrastructure and workforce optimization capabilities, you can increase your employee engagement and workforce performance to deliver on your business objectives.

Workforce planning on the Genesys Customer Experience Platform results in:

• Reduced operational costs
• Omnichannel forecasting and scheduling
• Employee coaching for improved performance and quality assurance
• Omnichannel customer journey management

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.