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WFM ARTICLES2019-03-20T18:51:37+10:00

Ability proceeds from a fusion of skills, knowledge, understanding and imagination, consolidated by experience.

MICHAEL KLARKE

OPTIMA WFM is a leading provider of Workforce Management solutions with a team contributing 25 years experience at the top end of the WFM spectrum.

Our team has served clients with up to 15,000 employees and as few as 20. All at scale and all cost-effective.

By deploying technology to reduce costs while improving service delivery, reporting and management Optima can deliver a solution at a price which no other provider can come near.

RECENT ARTICLES

READ MORE TO UNDERSTAND HOW RPA AND AI IS CHANGING FOREVER THE WORKFORCE MANAGEMENT LANDSCAPE AND HOW OPTIMA WFM IS LEADING THE WAY.

What Service Level Objective/Average Speed of Answer should we set?

July 18th, 2018|Latest Articles|

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 the following: Numerous different service level objectives existed but by far the most common I was quoted was 80% of calls answered in 20s, or an ASA of 20s

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Keep up with the present and see how WFM capability has developed over time.

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My WFM Epiphany

March 18th, 2018|Comments Off on 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.

22 Signs You Need A New WFM Solution

November 6th, 2017|Comments Off on 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

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