Generate, adjust and publish schedules instantly. Create accurate forecasts in minutes, leaving more time to focus on agent performance, skill development and coaching.
Easily adjust to unexpected deviations in employee schedules. Meet your adherence goals with the flexibility to fine-tune your plans quickly.
Monitor service levels, occupancy, adherence and more in real time. Identify trends and enable managers to keep service levels and ensure proper staff coverage.
Forecast up to two years ahead. Determine staffing needs and optimise schedules to boost efficiency, lower overtime and reduce turnover. Control your budget and manage shrinkage.
Take the headache out of creating and managing schedules. Streamline the scheduling process with automated shift allocation, flexible work rules and more.
Set rules and automate processes to manage overtime, time-off approvals and trades so schedule updates run smoothly and don’t affect budgets or productivity.
Let your customer service team take ownership of their work-life balance. Allow employees to view schedules, submit time-off requests and manage their own time from their smartphones through Genesys Tempo™.
Help your human resources team improve the hiring process with tools from AppFoundry® Marketplace partners to assess and confirm candidates’ skills and ensure they’ll succeed in your contact centre.
Navigate rich hierarchies and complex business needs with valuable insights that improve efficiency. Map management units with labor, contract and service rules for regulatory or organisational compliance.
3-6%
Labor cost saved with automated data-driven planning
Nucleus Research, 2021
Customers get better service when your employees are engaged and equipped to handle each interaction. Having enough agents with the right skills working at the right time keeps processes running smoothly and prevents agent burnout. And avoiding overstaffing keeps your operations under budget and working at maximum efficiency.
Gain greater insight into your staffing needs and stay updated on your day-to-day operations. With easy-to-use natively integrated, artificial intelligence (AI)-powered tools, you’ll achieve higher levels of accuracy, flexibility and speed. Identify, test, and refine work plans and rules to craft your perfect workforce management method.
Streamline resource management with a single comprehensive tool for the best in workforce scheduling and forecasting. Create strategic data-driven plans and implement them with AI-powered automation to empower your agents and managers to achieve outstanding results.
Take forecasting accuracy to the next level with over 25 machine learning-trained models in Genesys automated workflows. You get data clean-up; pattern and outlier identification; algorithm selection; and forecasts with a single click, making scheduling flexible and fast. Access real-time, data-driven insights to optimise schedules and guide your planning decisions. Generate load-based schedules, adjust and publish instantly — and notify agents automatically through desktop or mobile interfaces.
Combined skills- and schedule-based routing improve efficiencies and service levels, reducing the costs of undesired overtime and agent turnover. With performance views, you can compare the forecast and schedule to what’s actually happening in the contact centre. Plus, you can compare actual intraday statistics to your planned values for interaction volume, average handle time, service levels, average speed of answer, abandons and more.
Automate routine forecasting and scheduling tasks, glean more accurate and effective insights, and deliver better outcomes. AI-powered forecasting generates actionable insights from current and historical data with superior accuracy. With automated processes; auto-approval; and rules, constraints, and flows you can personalise; managers spend less time on tedious tasks and more on strategic planning to maximise productivity and employee engagement. Empower employees to self-serve, manage their own time and work from anywhere, anytime — without the extra burden of manually reworking the schedule.
Your customer service agents are the face of your business. Give them the tools and support they need to stay engaged and deliver outstanding, empathetic customer experiences. Workforce engagement management gives agents access to schedules, time-off requests and more in an integrated solution. Agents and managers have instant access to information to perform their jobs. Gain timely performance insights, so you can act quickly and discover new ways to achieve better results. Your agents can drive their own performances and your leaders can manage people, not numbers, with efficiency and empathy.
Discover how to boost contact centre performance while reducing costs with real-time data. And long-term scheduling and accurate long-term forecasting capabilities can reduce unwanted overtime and employee turnover. Request a demo to learn how Genesys Workforce Engagement Management improves contact centre operations. See how you can plan for the future and face day-to-day challenges head on.
We’ll contact you directly to set up a date and time that works with your schedule.
Workforce forecasting involves predicting your future staffing needs based on current data and trends. This can involve analysing your current workforce, considering your strategic plans, assessing external factors and using statistical methods to predict future needs. It should consider factors like turnover, retirement, promotions and changes in demand.
Various tools can be used in workforce planning. Spreadsheets can be used for simpler needs, while more complex situations might require specialised workforce planning software. These tools can help with forecasting, scenario planning and capacity planning. They can also provide features like data visualisation, what-if analysis and integration with other HR systems.
The benefits of using a workforce forecasting tool include more accurate forecasts, increased efficiency, better decision-making and improved strategic alignment. Such tools can help you optimise staffing levels, reduce costs and better prepare for future needs. They can also provide valuable insights and support more data-driven HR management.
A workforce forecasting tool can help your company’s bottom line by ensuring you have the right staffing levels. Having too few staff members can lead to poor service, missed opportunities and overworked employees. Or having too many staff members can lead to unnecessary costs. Accurate workforce forecasting also supports better strategic planning and more efficient resource allocation, contributing to improved profitability.
The “better” option between cloud-based and on-premises software for workforce forecasting depends on your specific needs and circumstances. Cloud-based software offers advantages like lower upfront costs, easier scaling and accessibility from anywhere. On-premises software might provide more control, better performance and potential advantages in terms of data security and compliance. It’s important to consider factors like cost, security, scalability and your IT resources when making this decision.
