Genesys Cloud WEM Part 3: Implementation

Introduction

Workforce Optimization (WFO) is a crucial component of Genesys Cloud's Workforce Engagement Management (WEM) solution. It provides tools and strategies designed to boost the productivity and efficiency of your workforce. In this post, we'll discuss how you can implement WFO within Genesys Cloud.

Workforce Forecasting and Scheduling

Workforce forecasting and scheduling is all about having the right people, with the right skills, at the right time. Genesys Cloud uses historical data and advanced algorithms to accurately predict future contact volumes. These predictions then feed into the scheduling tool, which optimizes agent schedules to ensure customer demands are met while maintaining efficient operations.

Implementing forecasting and scheduling involves inputting historical data, setting service level goals, defining constraints such as agent availability and work rules, and then allowing Genesys Cloud to generate optimized schedules. The system also accommodates real-time adjustments as conditions change.

Quality Management

Quality Management (QM) in Genesys Cloud enables you to monitor and improve the quality of customer interactions. It involves capturing, evaluating, and reporting on interactions between agents and customers. With QM, you can identify skill gaps, coach agents, and improve overall service quality.

To implement QM, define evaluation forms that align with your business objectives and service quality standards. Use Genesys Cloud's capabilities to record and analyze customer interactions, then use these evaluations to provide feedback and coaching to agents.

Performance Management

Performance Management involves setting, monitoring, and tracking agent performance against established goals and KPIs. With Genesys Cloud, you can visualize performance data in real-time, empowering managers to make data-driven decisions and agents to self-manage their performance.

Implementing performance management involves defining KPIs that align with your business objectives. Using Genesys Cloud's dashboards, you can display these KPIs in real-time, providing instant feedback to managers and agents.

Conclusion

Implementing Workforce Optimization in Genesys Cloud is a strategic move that can significantly boost your contact center's efficiency and effectiveness. By focusing on forecasting and scheduling, quality management, and performance management, you can ensure your workforce is fully optimized to deliver excellent customer service.