For decades, contact centres have focused on optimising efficiency and effectiveness to improve customer experience. And early workforce management tools reflected that.
Workforce management (WFM) and workforce optimisation (WFO) tools offered contact centres modern operational efficiency and some workforce scheduling — but not much for improving the employee experience.
Genesys Cloud Workforce Engagement Management (WEM) does more than fill the gaps. It includes the WFO and WFM features you need — and the latest workforce engagement tools to help all employees thrive. It’s built to transform your contact centre ecosystem for more satisfied employees and customers.
Use the examples on the left to determine which workforce ring you fall into now and where your transformation to true workforce engagement begins.