Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  WFM Tips for a Small Call Center?

    Posted 09-13-2016 14:59

    We are fairly new to using a service like PureCloud to manage our call center and customer interactions.  We have a small staff (5 agents) but have started to realize that we do need some way to manage our workforce.  We are not ready to invest in any product solutions; but were wondering if there are some small and cheap things we can be doing now to get better management in place?

  • 2.  RE: WFM Tips for a Small Call Center?

    Posted 02-22-2024 10:44

    This keeps showing up as I'm putting in a generic reply to get it off that list :-)

    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant

  • 3.  RE: WFM Tips for a Small Call Center?

    Posted 02-22-2024 11:53

    I typically suggest WFM when you get around the 30-50 agent mark.  It is just not enough data to let it work as designed with fewer agents.  Also, if all your agents are 8-5 M-F, there is no reason for WFM because there is no variability in the work plans aside from scheduling breaks and meals which with static schedule rarely change.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources