Practical guide

Practical guide to workforce planning

Customer and employee expectations have changed. Now, your employees want more flexibility with their schedules — and they deserve recognition for their value in servicing customers. Keeping employees engaged and happy can make a major difference in meeting strategic goals. Artificial intelligence makes it possible by creating new opportunities in workforce management and planning.

Take charge with modern workforce planning and forecasting

Every business wants the right staff in place to support customers and meet performance objectives. But doing so becomes more complex for contact centers.

Employees want to make a difference, tackle more challenging work and have more flexibility in their schedules. Without that, they’ll leave. Recent research estimates that it costs $10,000–$20,000 to replace a call center agent. When employees are engaged and satisfied with their job, they have a direct and positive impact on customer experience and the business overall.

Manual processes won’t give you the efficiency and flexibility for long-term success. These methods can’t manage the variety of schedules and roles needed. And with continual updating, manual methods are often inaccurate. Building schedules that engage employees and address their needs reduces attrition. It also supports your service-level goals and saves time by considering agent preferences and adjusting to last-minute demands or issues.

Genesys uses artificial intelligence (AI)-powered software to generate schedules, making a planner’s job easier and more accurate. These AI tools maximize efficiency by balancing the supply and demand of resources with a systematic approach that eliminates human bias and errors — while giving employees the flexibility they want.

Get a sneak peek of the first three pages…

Learn how to:

  • Anticipate volume and the channels to handle it
  • Balance business goals with empathy for employees
  • Isolate trends and patterns for events
  • Identify ways to create practical flexibility
  • Build a service-level recovery plan for staffing needs
  • Validate changes to previous patterns and trends