What is Call Centre Workforce Optimisation?

Call Centre Workforce Optimisation is a customer experience strategy that modernises call centre technologies and platforms, through the use of digital channels, to increase employee engagement and improve customer satisfaction.

Call centre workforce optimisation integrates call centre technologies, systems and digital channels—such as web, social media and mobile—into a single point of management to increase the visibility of customer interactions, employee performance and business processes. By analysing all customer interactions, businesses can leverage insights to coach their employees and streamline workflows to improve the overall quality of customer service.

An increase in workforce quality and the ability to empower call centre agents leads to great customer experience (CX). Companies who have successfully improved their customer service strategy focused on modernising their call centre workforce management.

Genesys is the industry leader in integration and modernisation of both workforce optimisation (WFO) and the work distribution cycle.

Modernise Your Customer Service Strategy with Call Centre Workforce Optimisation from Genesys. For every customer interaction, Genesys Continuous Workforce Optimisation delivers highly accurate:

• Omnichannel customer journey management
• Speech analytics
• Text analytics
• Employee performance analytics
• Schedule-based routing for front and back office tasks