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Only 23% of organizations say their workflows do NOT hinder productivity, highlighting the need to invest in digital tools that increase operational efficiency.
— Datis, 2021 State of Workforce Management Survey Report
But what if…
You could optimize workforce utilization through highly accurate forecasts and lightning-fast scheduling so that supervisors can spend more time coaching their agents to achieve organizational goals and less time reacting to sudden workload changes?
Resource ManagementFrom Genesys Cloud WEM
Forecasting automation with the best accuracyContact center forecasting has never been this easy, quick and accurate! Access more than 25 machine learning-trained models through automated best selection method workflows to take forecasting accuracy and productivity to the next level.
True mathematical schedule optimizationOur proprietary process for scheduling utilizes mathematical modeling, mathematical optimization, linear programming, discrete event simulation, and heuristics. The scheduling engine produces a realistic, minimal set of agents needed to meet service performance goals.
Real-time Adherence & Intraday Monitoring
The simpler, the better!Simplify the process of forecasting interactions and scheduling agents in multi-channel contact centers to optimize work performance and achieve your organization’s operational goals.
Its capabilities include:
ForecastingForecasts help customers plan how many interactions to expect in future weeks and include such metrics as pattern, volume (interactions offered), and average handle time (composed of average talk time, average hold time, and average after call work time).
These forecasts are visible in two views:
SchedulingPlanning work schedules ensures that staff is in place at the proper times throughout the day/week to meet performance objectives. Workforce management provides two methods of schedule creation:
Intraday MonitoringIntraday monitoring enables you to see the differences between what was originally forecast and what actually occurs in real time for the current day. Administrators can make informed schedule adjustments throughout the day to suit changing conditions; for example, add agents to improve service levels or send agents home if too many agents are available.
Intraday monitoring is mostly beneficial for monitoring the current day’s actual activities but can also be useful to view data from past or future days.
Long term PlanningLong term planning about making sure agent capacity is available when needed. You will need to know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime, to drive down costs and consistently achieve service and customer experience goals over the course of a planning year.
Understand controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave.
This capability is currently part of our roadmap. Stay tuned for more updates.Coming Soon!
Employee Mobility ToolsLife is hectic. For contact center employees, having a tool that allows them to better organize and plan out their day is a necessity, and the ability to do so on the go, essential. Genesys Tempo, a mobile app for Genesys Cloud, empowers your workforce to achieve a work-life balance with the ability to self-manage their working hours from their mobile device.
Of course, this is just a short preview of Resource Management. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about workforce management in our Genesys Resource Center.
Resource Management Resources
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.