What Is Contact Centre Workforce Planning?

Q: What Is Contact Centre Workforce Planning?

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.

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Contact Centre Workforce Planning

Contact 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. Call centre workforce planning enables your team to deliver seamless customer journeys and optimal customer service.

To learn more about workforce planning from Genesys, check out the resources below:

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Contact Centre Workforce Planning

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