Call centre workforce planning is the process of aligning the strategic and operational elements of a contact centre workforce with organisational objectives. Contact centre workforce planning addresses all elements of the call centre including team scheduling, training and forecasting.
The need for call centres to evolve into omnichannel contact centres has introduced significant operational challenges and inefficiencies. As customers prefer to use multiple digital channels to connect with businesses, the contact centre must evolve into an integrated platform for services. The challenge arises when integrating the customer journey through the multiple touchpoints and channels available to customers.
Most workforce management and planning solutions do not facilitate a seamless experience for the customer which creates a frustrating customer experience. The Genesys Customer Experience Platform offers omnichannel solutions for contact centre workforce planning to deliver a great customer experience that also improves the effectiveness and efficiency of your call centre workforce.
Call centre workforce planning enables your team to deliver seamless customer journeys and optimal customer service. To learn more about workforce planning from Genesys, download the white paper now.
