For decades, contact centers have focused on optimizing efficiency and effectiveness to improve customer experience. And early workforce management tools reflected that.
Workforce management (WFM) and workforce optimization (WFO) tools offered contact centers modern operational efficiency and some workforce scheduling — but not much for improving the employee experience.
Genesys Cloud CX 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 center 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.