WFM Managed Services

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

Optima’s WFM Managed Services involve Optima taking responsibility for any or all of your contact center’s 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