With disruption and uncertainty at the forefront, contact centres are under more pressure than ever and are facing unprecedented challenges around increased call volumes and wait time, remote working, scheduling and forecasting.

Agents are adapting to a changed working environment with new routines and child-care priorities, and how contact centres choose to motivate, engage and equip their teams to navigate this new world will be the difference between success and failure.

Watch the on-demand webinar  to see a short live demo of how Genesys Cloud Workforce Management capabilities can:

• Optimise staffing to drive better customer experience
• Anticipate where and when to expect knowledge gaps in the workforce so you can address these ahead of time
• Help you adapt to new scheduling hurdles
• Provide the flexibility to support remote working challenges

Agenda:

10.30     Introductions and house-keeping

10.35     Live demo with capability analysis

11.05     Q&A and feedback

11.15     Close

*This demo may overrun by 15 minutes, depending on the audience requirements

Meet the Speakers