What is contact centre workforce planning?

Improve contact centre operational performance with workforce planning from Genesys

Call centre workforce planning is the process of aligning the strategic and operational elements of a contact centre workforce with organisational objectives. Contact 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. The challenge arises when integrating the customer journey through the multiple touchpoints and channels available to customers.

Benefits of Genesys workforce planning

Most workforce management and planning solutions do not facilitate a seamless experience for the customer which creates a frustrating customer experience. The Genesys Customer Experience Platform offers omnichannel solutions for contact centre workforce planning to deliver a great customer experience that also improves the effectiveness and efficiency of your call centre workforce.

• Personalised experience for your customers — connect with the most appropriate agents
• Workforce Optimisation — efficient use of distributed and varied workforce
• Back office optimisation to remove siloed customer information to ensure consistency across the entire customer lifecycle

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.