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Blue Curved Tubes

Consulting Services

Looking for expert guidance without ongoing managed services? Get instant access to ad-hoc consulting services from industry experts based on your needs and requirements.

In addition to ad-hoc consulting services, we offer the following packages:​

Capacity Planning Snapshot

Designed to evaluate the maturity of a contact center’s capacity planning function, this high-level review offers a foundation for quick wins and further strategic planning, making it an ideal first step in optimizing your contact center.

Benefit

A high-value diagnostic tool for organizations looking to reduce costs, enhance customer satisfaction, and improve employee engagement with minimal upfront investment.

Strategic focus

  • Identify inefficiencies in resource allocation and staffing.

  • Assess how well current service strategies align with corporate goals.

  • Highlight workforce challenges and potential improvements.

2

Scope

  • Data collection & analysis

  • Forecasting & demand prediction

  • Capacity planning algorithms

  • What-if scenario modeling

  • Budgeting & financial impact analysis

  • Recruitment & training planning

  • Technology & automation in planning

  • Process optimization & continuous improvement

  • People, skills, and knowledge management

3

Deliverables

  • Operational Snapshot Report outlining the current state and key areas for improvement.

  • Preliminary Cost-Saving Recommendations for quick, measurable impact.

  • Insights into Customer and Employee Satisfaction Drivers for further optimization.

Capacity Planning Snapshot

WFM Assessment

Provides a data-driven analysis of your contact center’s workforce operations, ensuring that staffing, scheduling, and resource planning are optimized for cost efficiency, service quality, and employee well-being.

Benefit

Enables data-driven decision-making to lower operational costs, improve service delivery, and enhance workforce engagement, making it a powerful tool for mid-to-large-scale contact centers.

Strategic focus

  • Improve resource utilization.

  • Ensure service levels align with customer expectations.

  • Identify workforce pain points and potential improvements.

2

Scope

  • Workforce management team capability

  • Leadership & support

  • Forecasting & planning

  • Scheduling & intraday management

  • Performance & service level management

  • Multi-skilling & workforce agility

  • WFM software & tools

  • Real-time monitoring & reporting

  • Communication & collaboration tools

  • Data storage

  • Data-driven decision making

  • Training & knowledge management

  • Process optimization & continuous improvement

3

Deliverables

  • Detailed WFM Optimization Report with actionable cost-saving strategies.

  • Workforce Performance Insights to improve scheduling and reduce inefficiencies.

  • Employee Experience Recommendations to boost engagement and reduce turnover.

WFM Assessment

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