“Optima WFM is focused on WFM for contact centres – it’s all we do.
Connor Bourke, CEO
Digital and Human WFM
Optima WFM is a technology company, focused on the management of both digital and human workforces. Our focus is better utilization of budgets by elevating customer experience and maximising favourable outcomes for our clients from their business process spend.
In environments with human employees, we offer WFM technologies including machine learning, artificial intelligence and predictive modelling in our delivery of traditional workforce management, rostering, schedule adherence and campaign resourcing. We maximise the value we deliver to our clients by leveraging technology where beneficial and appropriate including cloud applications for agent interaction, machine learning for predictions and RPA robots for real-time adherence monitoring and reporting.
In environments with digital employees, we offer 24 x 7 automated and attended scheduling, cobot workforce management and exception intervention to keep your Robotic Process Automation robots fully functional around the clock. Through our network operations centre we provide monitoring and management of attended and unattended bots, delivering the missing elements of control, audit and immediate intervention as required to maximise digital employee productivity and avoid non-delivery on schedule.
Being a technology company, we can deliver an exceptional outcome for less than the cost of employed resources. Optima WFM is the first specialist WFM provider to use its technology smarts to extend WFM services to digital employees.
Workforce Management Thought Leadership
LEARN MORE ABOUT WORKFORCE MANAGEMENT BEST PRACTICES, TECHNOLOGY AND THE NEW DISCIPLINE OF DIGITAL EMPLOYEE MANAGEMENT.
December 2023
The Next Revolution in Contact Centres
The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore.
What do you need to be getting from your Workforce Management Team?
Accurate Forecasting of volumes, shrinkage, attrition, AHT.
Any plan can only be as good as the inputs into the plan. Not only volume needs to be accurately forecast but also shrinkage, attrition and AHT.
What Service Level Objective or Average Speed of Answer should we set?
How do you determine the right service level objective or ASA target for your contact centre? Speaking with many contact centre managers on this topic at a recent event I discovered.
My WFM Epiphany
Early in my career in WFM I was a stickler for the rules. Agents were required to give one month’s minimum notice to take vacation. Breaks were scheduled and any schedule inadherence could not be tolerated. All requests for any changes to schedules were to be booked before schedules were finalized and needed to be approved by the Supervisor.
22 Signs You Need A New WFM Solution
Hiring decision are based upon gut feel and knee jerk reactions, or simply replacing attrition – not on future forecasts of demand and our ability to meet that demand
Our standard response to missing service levels is to simply hire more staff