Workforce management consulting for contact centers that perform.
We help contact centers optimize workforce management, from scheduling and forecasting to real-time adherence and capacity planning. The result: lower labor costs, better agent utilization, and a customer experience that doesn't suffer from staffing gaps.
"Workforce management is staffing, and it is also strategy."
Workforce management is the process of forecasting, scheduling, and optimizing how your contact center resources are used, so the right people are in the right place at the right time to meet customer demand. Treated as scheduling alone, it leaves the forecasting and real-time layers doing very little work.
Done well, WFM improves service levels, reduces labor costs, and increases agent productivity at the same time.
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Volume & Demand Forecasting
Predicting contact volumes by queue, by channel, and by function so that the right number of agents are scheduled at the right time.
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Scheduling & Shift Optimization
Building efficient staffing plans that match agent availability with forecasted call volume across all channels and skill groups.
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Real-Time & Intraday Management
Monitoring and managing real-time contact handling activity including Average Speed of Answer, schedule adherence, and attendance.
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Capacity Planning & Long-Range Modeling
Modeling staffing needs against growth, seasonality, and channel shift, so hiring decisions rest on the forecast.
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Tool Selection & Implementation
Deploying the right tools that make it easier for you to optimize center performance and workforce planning for your organization.
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Process & Governance Design
Defining the roles, workflows, and accountability structures that keep WFM running consistently after the engagement ends.
WFM that connects to the rest of the operation.
Omnichannel by Default
Forecasting and scheduling built across voice, chat, email, and social from the start, including models that integrate inbound, outbound, and back office work across channels.
Technology-Agnostic
Platform selection based on operational fit. We've worked across the major WFM tools, and the evaluation runs against your actual requirements.
Operationally Integrated
WFM connected to your QA data, CX metrics, and business planning cycles, so staffing decisions and service decisions run on the same numbers.
End-to-End Accountability
We stay through platform deployment and adoption. The work isn't done until the forecasting model is running, the schedules are holding, and the team owns the operation independently.
Go deeper on the topics that matter.
Interactive guides and frameworks to help you make better workforce management decisions.
How to Choose the Right WFM Platform
The mistakes most buyers make, how to model ROI, and 14 questions to ask every vendor before you sign.
Read the guide- 5 Mistakes That Derail WFM Purchases From treating WFM as an IT purchase to neglecting change management
- ROI Modeling & Cost Benchmarks Real financial impact of forecast accuracy, attrition, and overtime
- 14-Question Vendor Evaluation Checklist Forecasting, scheduling, integration, and change management
Before you commit to anything.
The set of processes and tools used to predict contact volume, schedule agents to meet that demand, and monitor real-time adherence so service levels hold.
Process analysis and design (forecasting methodology, scheduling logic, intraday management practices), platform selection, tool implementation and configuration, and adoption support. We scope based on where the current operation is breaking down. Some engagements are process-focused; others are primarily technology implementations.
Workforce work we have delivered.
How a National Meal Delivery Provider Turned Around Its Call Center in 6 Weeks
Improving call center performance and service levels for a national meal delivery brand.
Read the case studyHow a Regional Health Insurer Achieved a 15% YoY Growth Plan for Medicare Sales
Boosting Medicare sales performance through strategic call center optimization.
Read the case studyCloud Contact Center & WFM Implementation for a National Benefits Provider
Supporting cloud platform implementation with expert guidance and workforce optimization.
Read the case studyReady to make your customer service technology work better?
Book a 15-minute business review with one of our experts.
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