Genesys Workforce Management Design

Given the current economic situation, it has never been more important to get the most out of the people who staff your contact centre – they are your highest cost of operation as well as your greatest asset. Workforce Management Systems (WFM) are tools that give you the ability to accurately forecast, schedule and roster your resources, but are you exploiting the full potential?
 

Best Practice Advice
From technical advice on Workforce Management system configuration through to best practice advice to realise greater and faster benefits from your system, call centre optimisation improvements, and end-user training, ProtoCall One’s experts can ensure that you maximise your ROI from these tools. We take the time to understand your organisation´s issues then, drawing on our comprehensive contact centre experience and in-depth technical understanding, we provide pragmatic recommendations to help you maximise worksforce scheduling to:

• Strike the balance between service levels and costs
• Reduce agent overheads - eliminate over-staffing
• Capitalise on revenue opportunities - prevent under-staffing
• Improve forecasting, scheduling and agent adherence
• Empower agents - accommodate schedule preferences and trading - leading to increased job satisfaction and reduced absenteeism and agent-churn
• Boost customer service - ensure the availability of agents with the right skills at the right time
   

The Genesys Workforce Optimisation Suite delivers the key capabilities – workforce management, skills management, quality management, customer survey tools and analytics – that provide a more holistic approach to managing employee competencies and developing talent pools across the enterprise – while minimising overhead costs.

Managing resources across a virtual network
For many multi-site organisations, the key to unlocking hidden potential is to manage all the agent resources, regardless of physical location, as one virtual skilled based pool. Workforce Management tools play a key role in developing a holistic scheduling model, but what is often overlooked are the cultural changes associated with breaking down the silo mindsets that too often exist.  We understand these issues and can help you to gain staff buy-in to changes with a thoughtful approach to change management. We develop bespoke training packages that allows your managers, team leaders and agents to really understand and apply the benefits of multi-site call routing strategies.

The power of Geneys fast - with no up-front investment 
Need to add new, Genesys-ready, agent positions to your call centre estate fast? ProtoCall One G-Cloud™ delivers the power of Genesys without any upfront investment. G-Cloud allows you to harness the power of Genesys software on a pay-per-use basis, without having to make any upfront investments in software licences, professional services, and hardware or in ongoing maintenance and support.

Genesys Workforce Management tools
Genesys Workforce Management tools allow you to effectively forecast staffing needs, manage employee schedules, and track workforce performance and results. The Genesys WFM system provides access to both real-time adherence and historical data and employee skills information across all channels – voice, email and back-office.
 

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