“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 SOFTWARE AND AI IS CHANGING FOREVER THE WORKFORCE MANAGEMENT LANDSCAPE AND HOW OPTIMA WFM IS LEADING THE WAY.
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
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
