Workforce Management

“Workforce management is critical for customer service organisations that must balance operational efficiency and customer satisfaction. To effectively staff environments that handle voice, e-mail, Web chat, SMS, faxes and work tasks, as well as social media interactions, managers must base schedules on accurate forecasts of contact or task volume and staffing requirements. With accurate forecasting, organisations can match employee availability and skills to customer needs with precision.”

​”Genesys Workforce Management (WFM) is a comprehensive, automated software application that accurately forecasts, schedules and tracks the performance of multi-skilled employees in single and multi-site front and back-office environments. It is the only integrated workforce management system to offer automatic updates of historical data and employee skill information in real time across all interaction channels to ensure the most accurate planning.”

GSS Consultants will work with your workforce management team to help them:

• Install, define and configure
• Forecast with Confidence
• Optimize Schedules
• Monitor Employee Performance
• Leverage Comprehensive Reporting Tools
• Effectively Train Your People