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 employee needs, including scheduling, skill set, training and satisfaction.

Organizations of all kinds, including corporations, government agencies, nonprofits and more, all use workforce planning to maximize productivity and efficiency. Good workforce planning involves making sure talent is well spread throughout different areas of an organization, as well as knowing needs of each department and knowing how many people are needed to effectively staff them.

How Genesys can help

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.

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.