WFM Consulting
We have a strong background in optimizing WFM processes throughout a contact center. Members of our team have developed and delivered seminars on WFM performance and have created original forecasting, scheduling and staffing models that are in use in dozens of organizations. We work with those in the WFM team as well as leadership on the floor to produce results that make a difference.
Our WFM projects are customized to your needs, and can include the following:
- Forecasting: Reviews of forecasting processes with recommendations on ways to improve short, mid, and long term projections
- Staffing: An analysis of how you utilize available resources through team structures and skills based routing to maximize results
- Scheduling: A review of how you determine shifts, schedule for non-phone tasks, and plan vacations to ensure that off-phone events are integrated with phone requirements in the most productive manner
- Real Time Management: Observation of current methods used to manage adherence and real time results and input on ways to make the process more effective and less chaotic
- Long Term Modeling: The development of a simple and powerful model that can be used to optimize budgeting and hiring plans – we have built more models and have more modeling benchmark data than anyone else in the industry
- Strategy and Metrics: An evaluation of the systems and metrics used to monitor service and WFM performance and recommendations on how to improve the teamwork between the WFM and floor leadership
Our WFM assessments include some up-front work reviewing data and forecasts prior to a 3 to 5 day on-site visit. While with your team, we will meet with key stakeholders, review data, observe key processes, and begin documenting findings. After the visit, we will prepare a report outlining strengths and opportunities. We will provide you with recommendations and risks associated with any changes. We then return to your offices for a final meeting to discuss the report and outline an action plan. Once recommendations are instituted, you can be assured you are meeting service level objectives and other non-phone commitments with the fewest resources possible.
Interested in learning more? Please fill out the form below, call us at (215) 679-5250, or send an email to info@serviceagility.com.