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Genesys Workforce Management
Businesses struggle to match agent availability and skills with customer needs and staff volume. Overstaff and you’re wasting money. Understaff, or even staff agent skills inefficiently, and you risk a bad customer experience. Genesys Workforce Management is a comprehensive performance management application that enables you to confidently forecast staffing levels, flexibly manage agent schedules, and accurately track workforce performance and results in multi-site and multi-channel contact centers. This is the only integrated workforce management solution to offer automatic updates of historical data and agent skill information in real time across all media channels to ensure the most accurate planning.
Advantages:
- Enables businesses to develop scheduling strategies based on skills, tasks, and shift preferences
- Helps managers determine if plan is being met through intra-day schedule views
- Improves productivity through a click-and-drag interface and bulk schedule edits
- Improves contact center performance by sending alerts when variances exceed specified levels
- Enables managers to perform root cause analysis of changes made in workforce management
- Eliminates manual and error-prone skill-set updates with easy integration to the Genesys suite
