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A practical guide to modern workforce planning

Modernize planning and boost employee engagement

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Employees in all industries expect flexibility in their work schedules. And it’s especially important in call centers — where the competition for talent is fierce. Create an empathetic work environment that keeps employees happy and attrition in check. With the right tools, workforce planners can offer employees flexibility and personalized training options, while keeping customer engagement goals on track.

With modern workforce engagement tools, you can:

Understand why employees leave instead of focusing solely on productivity
Run “what-if” analyses to estimate the effects of changes in calls, staffing or performance
Forecast volume and AHT instead of staffing

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.