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Workforce Planning

We offer contact center workforce planning consulting services. We know that workforce planning can be a challenge for contact centers, especially those with seasonal peaks in activity or unpredictable fluctuations in contact volume. We work with our clients to understand their unique needs and develop effective strategies to manage their workload. We can help determine the optimal number of agents to answer calls/chats/emails, develop efficient work schedules and implement absenteeism management plans. With our subject matter expertise, we are able to provide customized solutions to help contact centers achieve their service goals while maximizing productivity and efficiency.

We also offer a range of tools to help contact centers effectively manage their operations. These tools include capacity plans to assess your contact center's current and future operational capacity, scheduling management and optimization tools to maximize agent productivity and minimize downtime, and benchmarks to compare performance of your contact center to that of your peers in the industry. With these tools, our clients are able to obtain accurate data on their operations and identify areas of improvement to optimize their efficiency and profitability. We work closely with our customers to customize these tools to their needs and working environment to ensure their long-term effectiveness.

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