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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.
1
Strategic focus
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Identify inefficiencies in resource allocation and staffing.
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Assess how well current service strategies align with corporate goals.
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Highlight workforce challenges and potential improvements.
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Scope
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Data collection & analysis
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Forecasting & demand prediction
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Capacity planning algorithms
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What-if scenario modeling
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Budgeting & financial impact analysis
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Recruitment & training planning
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Technology & automation in planning
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Process optimization & continuous improvement
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People, skills, and knowledge management
3
Deliverables
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Operational Snapshot Report outlining the current state and key areas for improvement.
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Preliminary Cost-Saving Recommendations for quick, measurable impact.
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Insights into Customer and Employee Satisfaction Drivers for further optimization.
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.
1
Strategic focus
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Improve resource utilization.
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Ensure service levels align with customer expectations.
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Identify workforce pain points and potential improvements.
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Scope
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Workforce management team capability
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Leadership & support
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Forecasting & planning
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Scheduling & intraday management
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Performance & service level management
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Multi-skilling & workforce agility
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WFM software & tools
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Real-time monitoring & reporting
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Communication & collaboration tools
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Data storage
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Data-driven decision making
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Training & knowledge management
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Process optimization & continuous improvement
3
Deliverables
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Detailed WFM Optimization Report with actionable cost-saving strategies.
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Workforce Performance Insights to improve scheduling and reduce inefficiencies.
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Employee Experience Recommendations to boost engagement and reduce turnover.
