You select the services that you want: WFM Staffing Models, Forecasts, Schedules, and/or Tracking Service.
First, we will ask you to complete a questionnaire about your contact center, and provide us with your historical data.
Every week we will provide you with fresh updated forecasts in our weekly packet during a weekly tactical meeting.
Every quarter we will provide you with our WFM Staffing Model.
You and your agents will receive our Real-Time Adherence system, schedules delivered in .ics files (to import into your calendar) and our Time-Off Management cloud-based interface as part of your normal scheduling service.
Tracked by Interval, Day, Week & Month. Delivered in a weekly packet during the Tactical meeting. Metrics include:
I. WFM Staffing Models
Weekly & Monthly. Delivered in a monthly or quarterly Strategic Review. Metrics include:
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Weekly schedules delivered in advance via Outlook, online using the cloud, and in the Forecasting weekly packet.
Time-off Management, Daily Exception Entry & Schedule Adherence