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Scheduling in a call center can be tricky. You need to take into account forecast expected call volume to createschedules that match anticipated needs. But you also need to remain flexible for when unexpected events come up, such as sick days, time off and other such wrenches in your plan. Using AI and machine learning algorithms to develop work plans, contact center management can optimize plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.
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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.