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Workload management is the process of strategically distributing work throughout the workforce in order to maximize employee or application skill and performance.
Companies today understand the importance of optimizing their contact center operations to deliver omnichannel customer journeys. However, common practices for workload management can interrupt the journey, causing a frustrating customer experience. Even if a company’s call center may be highly efficient and organized, offline work tasks may be unmanaged or untracked, causing difficulty in optimizing employee workload and connecting together all of the interactions that create the overall customer experience. Genesys solutions for workload management integrates both the call center and offline tasks into one seamless omnichannel platform.
Exceed your customer’s expectations with Genesys workload management solutions. Download this white paper to learn more about managing an omnichannel workforce.