As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free. Even the most powerful tools become simple to use. And smooth communications with operations staff and accountability to plan become your daily reality.

1. Top5ThingstoLookForinaWorkforceOptimizationSolution
Speaker: Steve Kosiba◦ Speaker: Vicki Herrell
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3. Genesys® powers 25 billion of the world’s best customer experiences each year. Over
11,000 companies in 100+ countries trust their #1 customer experience platform to drive
great business outcomes and create lasting relationships. Combining the best of
technology and human ingenuity, Genesys builds solutions that mirror natural
communication and work the way you think. Their industry-leading solutions foster true
omnichannel engagement, performing equally well across all channels, on-premise and in
the cloud. Experience communication as it should be: fluid, instinctive and profoundly
empowering.

4. About Vicki Herrell
Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and has been
at the helm of the association since its inception in 2002. Vicki has over 20 years of experience in the call center and
workforce management industry, serving for many years in the area of client relations and events management for the
former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in
workforce management. She is the editor of the SWPP newsletter, On Target, and the Workforce Management Expert
Solutions book. She may be reached at vicki.herrell@swpp.org.
About Steve Kosiba
Steve Kosiba is the Product Marketing Manager for Workforce Optimization and Decisions at Genesys, supporting workforce
engagement solutions across the Genesys portfolio. Steve has a diverse marketing background, including public relations,
advertising, market analysis and lead generation.
Steve resides in Indiana with his wife, Amanda and teenagers Molly and Jack. He enjoys heirloom vegetable gardening and
gourmet cooking.

5. Setting the Stage
1. Welcome & Introductions
2. A Look Back Into Workforce Optimization
3. What’s Going On?
4. Must-Have Tools
5. Getting Prepared for the Future
6. Q & A

6. A Look Back to
Workforce
Optimization
Workforce Management
1980’s Call volume forecasting and
early scheduling algorithms
(Erlang age)

7. A Look Back to
Workforce
Optimization
Workforce Optimization
2000’s focus is having better people
(resource) managing and control
Best-of-Breed and first Cloud offers

8. What’s Going On?
WFM Survey Results
Most Common Tools in Place
Top 3:
• Workforce Management
• Quality Management
• e-Learning systems
Primary benefit acquiring additional
workforce optimization tools from one
of your existing vendors?
Top 3:
57% Simpler implementation
43% One vendor to manage
41% None
System to Purchase Next
Top 3:
• Agent performance analytics
• Simulation tools
• Automated customer satisfaction
measurement system
Primary drawback acquiring additional
workforce optimization tools from one
of your existing vendors?
Top 4:
57% Workforce Sacrifice "best in class" capabilities from
separate vendors
47% None
46% More locked into a single vendor
43% Changes in one application affect others

9. A Look Back to
Workforce
Optimization
Workforce Engagement
2015’s changes the focus to Employee
Experience while optimization remains
Rapid Cloud acceleration

10. What’s Going On?
Cloud Survey Results
Cloud-Based WFM Tool?
72% No
28% Yes
Why Cloud-based workforce
management tools are appealing?
Top 4:
83% Costs/pricing flexibility
80% Infrastructure investment reduction
71% Integration capabilities with other related
systems
59% Reporting capabilities
Cloud-Based WFM Tool Appealing?
68% Yes
34% No
Minimum capabilities you would
expect when considering a cloud-
based workforce management tool
Top 5:
99% Scheduling
98% Real-time adherence
95% Forecasting accuracy
95% Intraday management
89% Reporting capabilities

11. 11
PollQuestion

12. How Forecasting is Accomplished
0
20
40
60
80
100
120
140
Commercial WFM software
Spreadsheets
Simple adjustments to last year's numbers
Other forecasting software

13. A Look Back to
Workforce
Optimization
Workforce Engagement & AI
2017 - Powerful Automation and AI infused
enhancements into the Workforce Optimization
products cloud-based

14. Current Market
Challenges Contact Center complexity is
growing:
• Multiple communication channels
• Multiple Touch-Points
• Optimization is Still Key
Choosing the best solution might
not be easy. What is important:
• Powerful / Innovation
• Easy to Use
• Investment protection

15. The Must-Have WFO Tools

16. Long-Term Planning
Tool
Operational Planning,
Budgeting and Recruitment
planning
Workforce
Management
Workload Forecasts and
Employee Schedules
Training
Automation
Training Management
including facilities and
staff
Performance
Management
Knowledge and Learning platform,
personal development and
performance management
Recording
Store securely customer
interactions
Quality
Management
Review and analyze
quality assurance across
interactions
Speech & Text
Analytics
Rich analysis of speech
and text interactions
Interaction
Workspace
Interaction Management
capabilities across any
channel
Workforce Engagement Must-HaveTools

17. Top 5 Things to Look For in a Workforce
Optimization Vendor

18. # 1
Comprehensiveness

19. # 2
Flexibility

20. # 3
Simplicity, Ease-of-Use

21. # 4
Agility & Speed of Innovation

22. # 5
Vendor Partnership

23. Getting Prepared for the Future

24. Getting Prepared
for the Future
Ongoing developments to
enhance human qualities in the
workplace
Employee Assist
Real-time employee coaching and interaction
guidance.
WFM Automation
Forecasting and scheduling of traditional
practices
Coaching
Coaching, training and
Supervisor recommendation Engine
Predictive + WFO
Journey and Predictive Support for WFO

25. Employee journey
Customer journey
25
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
Predictive engagement
with customers online
Self service with
chatbots and voicebots
Check-Out
voice of the customer
Optimize agent skills via Employee
Performance Tools
AI-powered
forecasting & scheduling
Predictive Routing
for best agent match
Employee Assist
in real time
Automate post
interaction work
Business intelligence with
interaction analytics

26. Q&A
Steve Kosiba
With: With:
Executive Director, Society of Workforce Planning
Professionals
LinkedIn page: /in/vicki-herrell-ba385a8/
Website: swpp.org
Email: vicki.herrell@swpp.org
Vicki Herrell
Product Marketing Manager, Genesys
LinkedIn page: /in//stevekosiba/
Twitter ID: @stevekgenesys
Website: genesys.com
Email: steve.kosiba@genesys.com
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27. Survey Slides

28. Tools Currently in Place
0
20
40
60
80
100
120
140
160
180
Commercial workforce management (WFM)
software
Quality monitoring software
E-learning system or learning management
system
Dashboard reporting
Agent performance analytics systems
Hiring and recruiting tools
Automated customer satisfaction
measurement system
Simulation tools (beyond those included in
WFM software for scheduling)

29. System Next in Your Purchasing Plan
0
5
10
15
20
25
Agent performance analytics
Simulation tools
Automated customer satisfaction
measurement system
Dashboard reporting
Workforce management software
E-learning or learning management
system
Quality monitoring software
Hiring and recruiting tools

30. How Many Provided by the Same Vendor
Each system is separate
54%2 or 3 systems
34%
More than 3 systems
12%

31. System Next in Your Purchasing Plan
0
5
10
15
20
25 Agent performance analytics
Simulation tools
Automated customer satisfaction
measurement system
Dashboard reporting
Workforce management software
E-learning or learning management
system
Quality monitoring software
Hiring and recruiting tools

32. Primary Benefit to Acquiring More Tools Existing Vendor
Simpler implementation
28%
One vendor to manage
21%None
20%
Minimal data entry (such as
agent names and IDs)
14%
Less infrastructure (servers,
etc.)
11%
Other
6%

33. Primary Drawback Acquiring More Tools Existing Vendor
Sacrifice "best in class"
capabilities from separate
vendors
29%
None
24%
More locked into a single
vendor
23%
Changes in one application
could affect others
22%
Other
2%

34. Currently Using Automated WFM Software Too
Yes
85%
No
15%

35. Primary Reason for Using WFM Software
Reduce manual planning-
related labor costs
23%
Management of a multi-
channel workforce
18%
Forecast accuracy
14%
Adherence control
15%
Agent self-managing tools
7%
Other
7%
Time-off control
6%
Automation of scheduling
preferences
5%
Workforce shift
flexibility
4%
Budget planning
1%

36. Planning to Purchase WFM Software Next 12 Months
Yes
50%
No
50%

37. Primary Reasons Not Considering Purchase WFM Tool
Cost-prohibitive
32%
Does not provide value
16%Use in-house created tools
16%
Lack of expertise
12%
Business size
8%
Workforce shift inflexibility
8%
Other
8%

38. Length of Time With Current WFM Software Vendor
More than 5 years
54%
2-3 years
22%
4-5 years
15%
Less than 1 year
9%

39. Cloud-Based WFM Software
No
72%
Yes
28%
Cloud-Based WFM Software

40. Cloud-Based WFM Tool is Appealing
Yes
68%
No
32%
Cloud-Based WFM Tool is Appealing

41. Most Appealing Aspects of Cloud-Based WFM Tool
Costs/pricing flexibility
23%
Infrastructure investment
reduction
22%
Integration capabilities with
other related systems
20%
Reporting capabilities
16%
AI/Machine Learning
improvements
12%
Nothing
7%

42. Most Appealing Aspects of Cloud-Based WFM Tool
Scheduling
13%
Real-time adherence
13%
Forecasting accuracy
13%
Intraday management
13%
Reporting capabilities
12%
Mobile device support
8%
Third party integration (HR,
Billing, etc...)
8%
All of the above
8%
Automated workflows
7%
Machine learning
4%
Other
1%
Minimum Capabilities Expected for Cloud-Based WFM Tool