What is Call Centre Workforce Planning?

Improve Call Centre Operational Performance with Workforce Planning from Genesys

Call centre workforce planning is the process of aligning the strategic and operational elements of a call centre workforce with organisational objectives. Call centre workforce planning addresses all elements of the call centre including team scheduling, training and forecasting.

The need for call centres to evolve into omnichannel contact centres has introduced significant operational challenges and inefficiencies. As customers prefer to use multiple digital channels to connect with businesses the contact centre must evolve into an integrated platform for services. Genesys has solutions for addressing your specific call centre workforce planning to deliver a great customer experience that also improves the effectiveness and efficiency of your call centre workforce.

Genesys omnichannel workforce planning solutions offer:

• Reporting and analytics of all customer interactions, for team training and quality assurance
• Employee coaching for improved performance and quality assurance
• Omnichannel customer journey management

Call centre workforce planning enables your team to deliver seamless customer journeys and optimal customer service. To learn more about workforce planning from Genesys, download the white paper now.