Workforce management (WFM) is a strategic process that ensures every person is in the right place at the right time within the call centre and customer service teams. Employee productivity is optimised with a workforce management strategy in place. This strategy includes:
Complications can arise when customer service needs to support omnichannel customer engagement. Workforce management ensures that employees with the right skills for the required job are available at all times. Workforce planning and workforce optimisation are similar concepts to workforce management.
Unlike most workforce management products, Genesys Workforce Management supports all communication channels and work items through integration with the Genesys Cloud™ platform, to offer a truly unique capability.
As interactions and work items are routed, the workforce schedule can be consulted in real time. This prevents routing interactions to employees who aren’t scheduled to work on the specific activity. It also can save unplanned overtime costs, as employees will no longer receive interactions when their shifts have ended already.
Managing an omnichannel workforce using Genesys solutions lets you continuously optimise the customer experience, along with these other benefits:
Learn how to optimise your omnichannel workforce and modernise planning and employee engagement.
