Our Services
Workforce Management Assessment
Clarify, Prioritize & Improve
Whether your center is growing or looking for ways to save, the WFM Assessment will help identify opportunities and improve your center’s performance. This holistic review of your contact center’s WFM process focuses on how your center can best use planning to meet the needs of your customers, employees and business.
Clarify, Prioritize & Improve
Whether your center is growing or looking for ways to save, the WFM Assessment will help identify opportunities and improve your center’s performance. This holistic review of your contact center’s WFM process focuses on how your center can best use planning to meet the needs of your customers, employees and business.
Key Questions Answered
Full Center Assessment
- How can I efficiently meet customer needs?
- How effective is my WFM process really?
- Do I have the right amount of staff?
- How well does my WFM team work within the center?
- Do I have the right tools?
Full Center Assessment
- Understand how your entire center performs
- Applies the same holistic approach as our WFM Assessment to all center processes
- Covers all key areas of the center
- Coaching/Supervision
- Quality
- WFM
- Technology
- Strategy
- Finance
- Customer Service
- Contact Processing
- Get an expert on your team!
- WFM Executive Replacement and hiring assistance
- Remote Forecasting & Scheduling
- Implementation and Project Management
- Short and long term placements
- On site or remote
- Full or part time
Our Approach
Long Term Planning Models
- Detailed analysis of center performance
- Combines best practices with practical solutions
- Focus on ROI to prove the value of change
- Holistic approach includes strategy, process and employee feedback
- Powerful deliverables focused on ROI and how to get to your goal state
Long Term Planning Models
- Get the right amount of staff to start
- Custom models for your business
- Your business rules and complexity
- Multi-site
- Vendor capacity planning
- Collaborative approach ensures effective model and the knowledge transfer to manage you staffing when we leave
- Excellent for ROI and risk analysis
- Bring your team up to speed in less than a week!
- Customized training sessions focused on theory and practice
- Your data used in exercises
- Topics tailored to your unique issues/needs
- Plenty of hands on experience for participants
- Consultative approach means we solve issues during training sessions
- 2, 3 or 4 day sessions
- Popular topics include
- Forecasting model development
- WFM fundamentals
- Scheduling to Service Level
- Proactive RTM
