What Is Workforce Management?

Q: What Is Workforce Management?

Workforce management (WFM) is the process of strategically optimising the productivity of employees to ensure that all resources are in the right place at the right time. A workforce management strategy typically includes scheduling, forecasting, skills management, time keeping and attendance, intraday management, and employee empowerment.

Empower your team to be more productive using workforce management

Workforce management (WFM) is a strategic process that ensures every person is in the right place at the right time within the call centre and customer service teams. Employee productivity is optimised with a workforce management strategy in place. This strategy includes:

Empowering employees

Intraday management

Scheduling

Skills management

Forecasting

Time keeping and attendance

Complications can arise when customer service needs to support omnichannel customer engagement. Workforce management ensures that employees with the right skills for the required job are available at all times. Workforce planning and workforce optimisation are similar concepts to workforce management.

How Genesys workforce management can help

Unlike most workforce management products, Genesys Workforce Management supports all communication channels and work items through integration with the Genesys Cloud™ platform, to offer a truly unique capability.

As interactions and work items are routed, the workforce schedule can be consulted in real time. This prevents routing interactions to employees who aren’t scheduled to work on the specific activity. It also can save unplanned overtime costs, as employees will no longer receive interactions when their shifts have ended already.

Managing an omnichannel workforce using Genesys solutions lets you continuously optimise the customer experience, along with these other benefits:

Reduce operational costs with improved cross-team efficiencies

Use skills-based routing to ensure that customers are matched with the right expert

Apply front- and back-office integration for complete customer history for personalised customer service

Learn how to optimise your omnichannel workforce and modernise planning and employee engagement.

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.