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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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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.