Workforce Engagement Management

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  • 1.  Automated Workforce Mix Recommendation for Contact Centers

    Posted 2 days ago

    Guys, I'd like to ask for your support on an idea I submitted related to WFM for Contact Centers in Brazil.

    Today, Brazilian operations heavily rely on 6x1 and 5x2 shift models, and competitor solutions already provide automated workforce mix recommendations to help balance operational costs and service levels.

    The idea is to bring this intelligence into the platform as well, allowing the system to automatically recommend the most efficient staffing models to cover demand curves. This would greatly help planning teams by reducing manual analysis and improving hiring and staffing decisions.

    If you think this makes sense, I'd really appreciate your vote and support. https://genesyscloud.ideas.aha.io/ideas/WECAP-I-62


    #ScheduleGeneration

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    David Betoni
    Principal PS Consultant
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  • 2.  RE: Automated Workforce Mix Recommendation for Contact Centers

    Posted 2 days ago
    Edited by Elisson Fernandes 2 days ago
    Hi David,
     
    This idea is really interesting. Here in Brazil, we often run into this type of situation.
     
    I tried to access the link, but it keeps returning an error. Could you please check if the link is correct/active?
     
    Thank you!



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    Elisson Fernandes
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    Original Message


  • 3.  RE: Automated Workforce Mix Recommendation for Contact Centers

    Posted 17 hours ago

    excellent idea, give me my vote!!



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


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