A holistic workforce management is critical for customer service organizations that must balance operational efficiency and customer satisfaction. For efficient 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, task volume and staffing requirements.
With the right forecasting, organizations 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. C Square has the expertise to deliver this solution for your organization which in turn will increase efficiency and proficiency of your processes
Intelligent workload distribution
In today’s competitive marketplace, it is critical that companies provide the best customer experience by effectively and efficiently managing customer interactions and tasks across the entire enterprise.
Genesys intelligent Workload Distribution (IWD) solves this challenge with a business application for dynamically prioritizing the distribution of work tasks to the people best suited to handle them. This solution provides out-of-the-box functionality designed specifically for the business user.