Workforce Management

Workforce Management (WFM) Assessment

ACCS has a strong background in optimizing WFM processes within the call / contact centre environment.  We have developed and delivered WFM processes for organizations within a number of industries that were specific to their forecasting, scheduling and staffing needs.  Working with your WFM as well as leadership team, ACCS produces customized results that include:

Forecasting: 

• Reviews of forecasting processes with recommendations on ways to improve short, mid, and long-term projections.

Staffing: 

• An analysis and options on how to utilize resources and skills to maximize results.

Scheduling: 

• A review of how you determine shifts, plan non-phone tasks, and plan vacations to ensure that all activity are integrated in the most productive manner.

Real Time Management: 

• Observation of current methods used to manage and track adherence and real time results along with recommendations on how to make the process more effective.

Our call / contact centre WFM assessments methodology includes reviewing data and forecasts prior to site visit.  Along with Contact Centre staff, we will be meeting with key organizational stakeholders. The final output of the assessment outline strengths and opportunities as well as risks associated with any changes. 

Interested in learning more?  Contact us!  

For information on all of our services, please click "Contact Centre Services".