{"id":408133,"date":"2021-11-10T02:27:49","date_gmt":"2021-11-10T10:27:49","guid":{"rendered":"https:\/\/www.genesys.com\/collateral\/genesys-workforce-planning"},"modified":"2021-11-10T02:54:44","modified_gmt":"2021-11-10T10:54:44","slug":"genesys-workforce-planning","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-workforce-planning","title":{"rendered":"Genesys Workforce Planning"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Genesys Workforce Planning<\/h1><p>Increase workforce efficiencies, improve service levels and reduce operating costs<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Workforce-Planning-SB-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Workforce-Planning-SB-resource_center-EN.png\" alt=\"Genesys workforce planning sb resource center en\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title has-desc\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>The bottom line: Genesys Workforce Planning drives true benefits<\/h2><p>Genesys Workforce Planning takes workforce management capabilities to the next level and helps you deliver on your business objectives.<\/p><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Improve SLAs across channels with:<\/h4><ul>\n<li>More detailed insight into service levels and the ability to track work in queue and more efficiently handle backlogs<\/li>\n<li>Unique algorithms that improve forecasting and scheduling, increasing the ability to meet service levels for voice and non-voice interactions and work<\/li>\n<li>Customised, automated training that doesn\u2019t interfere with schedules and SLAs<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Enhance customer experiences with:<\/h4><ul>\n<li>Routing based not just on skills, but on up-to-the-minute schedules to ensure timely handling of customer interactions and work<\/li>\n<li>Customised, \u201cperfect fit\u201d routing to ensure each interaction is directed to the best possible resource to handle the request<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Increase employee engagement and satisfaction, and reduce attrition through:<\/h4><ul>\n<li>The ability to deliver the right work to right person at right time so employees don\u2019t feel over-stressed<\/li>\n<li>Simple-to-use agent applications that make it easy to influence schedules\u2014with support for shift bidding preferences and time-off requests<\/li>\n<li>Ongoing skills assessments and automated training for continuous performance improvement<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Increase control and minimise operations costs by:<\/h4><ul>\n<li>Automating the use of historical and real-time data to drive consistency and quality in planning, forecasting, scheduling and routing<\/li>\n<li>Minimising unwanted overtime and \u201cwrong way routing\u201d with detailed up-to-the-minute schedule and skills information<\/li>\n<li>Providing a single source for agent details including skills, schedules and analytics, eliminating time and costs associated with manual operations and skill changes<\/li>\n<li>Reducing resources and costs associated with the implementation and ongoing management and optimisation of the workforce management solution (through Guru Managed Services)<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Support success for omnichannel business strategies through:<\/h4><ul>\n<li>An integrated, single-vendor solution to cross-channel workforce planning, forecasting, scheduling, training and routing optimisation<\/li>\n<li>Enabling \u2018multimedia shifts\u2019 that seamlessly transition work for employees so they can support customers throughout their customer journey<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-bgcolor\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgcolor=\"bgc-cobalt\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Workforce-Planning-SB-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":13,"featured_media":4177,"template":"","tax_priority":[],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16438],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-408133","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-customer-experience-en-gb","tax_capability_sitewide-wem-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/408133","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/13"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/408133\/revisions"}],"predecessor-version":[{"id":408140,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/408133\/revisions\/408140"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/4177"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=408133"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=408133"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=408133"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=408133"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=408133"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=408133"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=408133"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=408133"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=408133"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=408133"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=408133"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}