Contact Centre Workforce Management

With one of the largest and most experienced workforce optimisation team, our consultants are equipped with real life experience in using a vast array of WFM solutions on the market today.
With a strong heritage in providing Contact Centre solutions, our Workforce Management software solutions are deployed across some of the largest contact centres, counting customers such as Royal London, Power NI and IC24.

Our Contact Centre Workforce Management solutions encompass all the functionality needed to hit service level targets, ensuring contact centres have the right agents with the right skillsets, to handle the expected volume of transactions, without overstaffing or understaffing.

As well as providing an independent approach to Workforce Management solutions, we also provide Resource Planning/WFM consultancy, focused on maximising the use of the product, tools, and techniques, as well as offering a managed service approach, for those organisations needing a more hands-on approach to workforce management

We are so pleased with the training received.  Scott quickly built up a rapport and showed a lot of patience.  He ensured a transfer of skills and knowledge, so we were comfortable in all aspects of the system before go-live. 

Linda Gardner, Head of Customer Service – Menzies