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What is Workload Management?

Workload management is the process of strategically distributing work throughout the workforce to maximize employee or application skills and performance.

How Genesys can help

It’s important to optimize your contact center operations to deliver omnichannel customer journeys. However, common practices for workload management can interrupt the journey and create a frustrating customer experience. Even highly efficient and organized call centers can struggle with unmanaged or untracked offline work tasks. And that makes it difficult to optimize employee workloads and connect interactions that create the overall customer experience.

Genesys solutions for workload management integrate the call center and offline tasks into one seamless omnichannel platform.

  • Improved efficiency through automation
  • Skills-based routing capabilities
  • Offline work priority and accountability management
  • Employee efficiency and empowerment
  • Back office productivity

Exceed your customer’s expectations with Genesys workload management solutions. Download this white paper to learn more about how to manage an omnichannel workforce.