Understanding the Challenges of Traditional Workforce Management

For years, contact centers have relied on manual or rudimentary automated workforce management (WFM) systems. These often involved spreadsheets, guesswork, and a reactive approach to scheduling. The result? Overstaffing leading to increased labor costs, understaffing resulting in long wait times and frustrated customers, and agents feeling undervalued and overworked. The lack of real-time insights into agent performance and call volume fluctuations made accurate forecasting and scheduling a near-impossible task. This traditional approach simply couldn’t keep pace with the ever-changing demands of modern customer interactions.

Genesys Workforce Management: A Smarter Approach to Scheduling

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