A practical guide to workforce planning
Take charge of agent turnover with modern workforce planning and forecasting
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Every business wants the right staff in place to support customers and meet performance objectives, and the majority of employees want to make a difference. They want to tackle more challenging work and have more flexibility in their schedules – without it they will leave.
But apply this dynamic to the contact center and things soon become complex. Research has found that on it average it costs between US$10,000-20,000 to replace a contact center agent and multiple operators have reported high staff turnover rates. It is the greatest challenge facing contact centers at present.
This whitepaper from Genesys explains how AI-powered workforce planning has been proven to reduce turnover and workforce costs by replacing manual processes to enhance EX and deliver efficiency and flexibility for the organization.
Download this whitepaper to learn how to:
- Isolate trends and patterns for events and public holidays.
- Anticipate attrition rates, shrinkage, turnover and retirement.
- Forecast volumes and identify which channels are best suited to handle.
