Effective Workforce Management is essential to running an efficient contact centre and putting service to our customers at the forefront, but for many contact centres it can present a challenge.

Optima’s WFM Managed Services involve Optima taking responsibility for any or all of your contact centre Workforce Management needs. This can include;

• Long term and short term workload forecasting
• Capacity and resource/hire planning
• Schedule creation and Delivery
• Management of leave requests and schedule swaps
• Real time queue and shrinkage management
• Real Time agent adherence management
• Real Time and Historical Management Information

The benefits of WFM Managed Services

• Lower costs through economies of scale and low cost locations
• Access to expert WFM knowledge and talent without the challenge and high cost of recruiting and retaining staff
• Best practice process and technology as well as the talent to utilize them – at a fraction of the cost
• Retention of WFM knowledge and skills for the long term