Accurate workforce planning starts with a reliable forecast. In this webinar, we’ll explore how AI-powered forecasting helps organizations predict customer demand by leveraging historical interaction patterns, seasonality, trends and business drivers to improve planning accuracy.

See how modern workforce management helps improve forecast accuracy, optimize staffing levels, increase service performance and drive operational efficiency.

You’ll learn how to:

• Use AI-powered forecasting to predict customer demand more accurately.
• Turn forecasts into staffing plans that support service goals.
• Create optimized schedules that align staffing with demand.
• Monitor intraday performance against workforce plans.
• Identify and address variances that impact service levels.
• Improve adherence by tracking planned versus actual agent activity.

Meet the speakers

Katherine Gomez
WEM Innovation Solution Lead
Genesys

Mark Strong
Principal Solution Consultant
Genesys

Rob murphy
Solution Consulting Senior Director
Genesys