What is Contact Centre Workforce Optimisation?

Improve Your Customer Service Quality with Contact Centre Workforce Optimisation Solutions from Genesys

Contact Centre Workforce Optimisation is a customer experience (CX) strategy that integrates contact centre technologies and processes to support seamless omnichannel customer journeys with an efficient multichannel workforce.

Due to the growing variety of channels utilised by a contact centre, the customer journey is now more than just a phone call and encompasses multiple digital channels—including web, chat, email and SMS. However, most workforce optimisation solutions cannot accommodate various touchpoints and channels, making it difficult for contact centre agents to help customers and leading to decreased customer service quality and a disconnected customer experience.

Today’s customer service leaders use Continuous Workforce Optimisation (WFO), built on the Genesys Customer Experience Platform, to integrate the contact centre infrastructure for an improved workforce performance. Genesys Continuous Workforce Optimisation offers capabilities that let a varied and distributed workforce deliver omnichannel customer journeys.

Genesys solutions for contact centre workforce optimisation offer:

• Omnichannel customer journey management
• Single user and skills database
• Interaction statistics and metadata for quality assurance
• Schedule-based routing for front and back office tasks