Contact center workforce management (WFM) encompasses the strategies and tools used to optimize the scheduling, forecasting and management of agents in a contact center. Effective WFM ensures the right number of agents with the appropriate skills are available at the right times to handle customer interactions efficiently. This includes forecasting call volumes, scheduling shifts, managing real-time adherence and tracking key performance indicators.
Genesys workforce management solutions integrate advanced analytics and automation to improve operational efficiency, reduce labor costs and enhance both agent and customer experiences. As an artificial intelligence (AI)-powered solution that automates interactions using chatbots and voicebots, human agents benefit as much as the business overall. They continue handling the more fulfilling work of orchestrating personalized customer experiences and meeting customers’ ever-growing expectations. In this way, employees and AI tools work in tandem to create exceptional experiences enabled through better workforce management.
