Manage your workforce for a competitive advantage

Our approach to

Workforce MANAGEMENT

We help Contact Centres, Back Office and Customer Service Operations to fully optimise their workforce

Why should your business focus on Workforce Management?

The changing landscape of remote workers and an increase in complex enquiries are providing new challenges in optimising workforces while delivering service goals.

Competitive advantage comes from how the organisation adapts to overcome these challenges. Optimised Customer Service Operations align technical, human and business factors to meet needs in effective and efficient ways.

What value do we deliver to Contact Centres?

We provide practical solutions to Optimise Contact Centres and Customer Service Operations through contact routing strategies, employee engagement, workforce management and business processes to meet customer service delivery goals. Our approach supports financial budgeting and strategic/ business planning processes. As well as reduces financial and non-compliance risks, operational expenses and improves customer satisfaction and employee engagement.

Our Workforce Management team

Our team cover all facets of strategic consulting, workforce management practices and Contact Centre systems. We work to understand both business objectives and customer needs using our analytical capability. We have extensive experience across Contact Centres and service operation environments across varied channels. Our team are experts in major Contact Centre systems including Genesys, Calabrio/Teleopti, Avaya, Verint, Aspect, Agyle Time, Mitel and Monet.

Customer Driven's workforce management team member collage

Our Services

The methodology above has been used to design the WFM consulting products and services listed here.

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Our Services

The methodology above has been used to design the WFM consulting products and services listed here.

WFM Consulting

  • Interview, observe and analyse to understand current state against best practice
  • Identify case for change
  • Recommend solutions

Scenario Modelling

  • Deep dive analysis and solution recommendation
  • Campaign and event modelling
  • Workload modelling
  • Causal and deterministic modelling

WFM Best Practice Training

  • WFM Application training (including technology upgrades)
  • WFM Capability training
  • Governance and engagement training

Design & Build

  • WFM Strategy
  • Technology requirements
  • WFM Capability requirements
  • WFM governance and engagement framework

WFM Expert Support

  • Assess capability of workforce team and recommend coaching plan
  • Coach and mentor team
  • Health checks
  • Business modelling

WFM-7 Managed Service

Our Managed Service product offers a unique end-to-end work force management solution for organisations. Designed from our best practice WFM-7methodology, the service covers:

  • Long Term Forecasting
  • Recruitment Forecast
  • Short Term Forecasting
  • Schedule Adjust
  • Pre-day of operations
  • Day of operations
  • Post-day of operations
  • Governance and user engagement

Our team of WFM experts will collaborate with your business to help your organisation achieve its customer service and customer experience objectives.