What is workforce planning?

Workforce planning is the process of aligning the operational and strategic elements of a workforce with organisational objectives. Operational workforce planning considers employees’ needs, including scheduling, skill sets, training and job satisfaction.

Organisations of all kinds use workforce planning to maximise productivity and efficiency. Good workforce planning involves ensuring talent is distributed throughout different areas of an organisation. It also requires you to know the needs of each department and how many people are necessary to effectively staff them.

How Genesys can help

In increasingly complex call centres, your employees need a robust combination of information, support and workforce optimisation tools to meet rapidly evolving customer expectations. It’s important to define an employee engagement strategy that closely aligns with your customer engagement strategy. You also need to identify what drives inefficiencies and train your workforce accordingly to maximise their success. This means having the right set of workforce optimisation tools.

Empower your employees with workforce optimisation technology that yields measurable results for organisational efficiency and excellent customer experience. With the integrated Genesys contact centre infrastructure and workforce optimisation capabilities, you can increase your employee engagement and workforce performance to deliver on your business objectives.

Workforce planning on the Genesys Customer Experience Platform results in:

• Reduced operational costs
• Omnichannel forecasting and scheduling
• Employee coaching for improved performance and quality assurance
• Omnichannel customer journey management

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