What Is Workforce Management?

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.

Employee productivity is optimised with a workforce management strategy in place. The strategy includes:

  • Empowering employees
  • Intraday management
  • Scheduling
  • Skills management
  • Forecasting

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.

Genesys’s workforce planning can help

The Genesys Customer Experience Platform enables teams to have the ability to deliver personalised customer experiences. Through omnichannel workforce planning and employee management solutions you can ensure an expert is always available for your customers.

Genesys’s employee engagement and workforce planning solutions will enable you to:

  • Provide personalised customer by accessing a customer’s complete history by using front-and back-office integration.
  • Ensure customers are put in contact with the right expert by using skills-based routing.

The omnichannel revolution is here so it’s important to learn how to make your workforce more efficient. Download our eBook Optimise Your Workforce for the Omnichannel Revolution to learn more.

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