Workforce optimisation is a strategy used to integrate siloed technologies and automate processes to reduce operational costs. Workforce optimisation also enables you to better manage employee performance, resulting in greater efficiency and higher customer satisfaction.
A fully integrated workforce and contact centre infrastructure is imperative to optimising your workforce. However, the challenges are that front- and back-office systems typically aren’t connected on the same platform and the data needed to analyse agent performance and skills is limited. Genesys workforce optimisation tools allow you to manage customer service operations within budget — while delivering great customer service.
Genesys offers a full suite of workforce optimisation capabilities to accommodate:
