Contact center leaders must manage their workforces efficiently and effectively to keep costs under control and ensure both agent and customer satisfaction. When it comes to creating an effective, empowered workforce, many different elements must seamlessly merge, from analysis and forecasting to scheduling, monitoring and more.
Maximize the ROI of hourly workers
Optimize Standard Operating Procedures (SOP’s)
Increase the impact of your WFM efforts
Deep Data Analysis
Efficient Employee Scheduling
Improve Forecasts and Schedules
Our work measurement tools create, manage, and deploy labor standards and integrate them directly into your WFM system to effectively calculate labor productivity, strengthen your labor force and fuel business growth.
Increase Employee Efficiency
Optimize employee work with faster and more reliable processes, from policy changes and process standardizations to new SOP’s and hands-on training.
Understanding Employee and Customer Experience
WFM insights clearly show the link between customer interactions, satisfaction, and revenue to help you make informed choices about future growth.
Design Your Future Workforce and Build the Strategy to Get There
Customer expectations are ever evolving. We can help you build an organizational structure and workforce strategy that allows you to deliver despite market pivots.