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Resource Planning Consultancy

Resource Planning Consultancy

Resource planning/Workforce Management is not just about driving excellence through tools and technology; it’s how staff use and interpret those tools.

Our contact centre resource planning consultancy focuses on maximising workforce management products, tools and techniques to their full potential, helping our clients achieve efficiency savings and improving customer experience.

What makes us special?

  • Over 50 years of experience working within the Workforce Management/WFO industry.
  • Real-life experience in the team using a vast array of WFM solutions on the market today (e.g NICE, Teleopti)
  • Working various roles including BI Analyst, Workforce Management Analyst, Resource Planning Manager and Head of Real-time.
  • Working at companies including the likes of Virgin Media, FCA, Barclays, Vodafone & Royal SunAlliance.
  • Delivered professional services to companies including Halfords, Eurostar, Equiniti and Royal London Group. 

Key deliverables of the consultancy: 

  • Provides in-depth analysis of existing coaching and resource planning processes
  • Identifies inefficiencies in existing resource planning procedures
  • Reviews key components of resource planning lifecycle, the methodology and techniques used, as well as calibration practices and reporting tools
  • Provides a detailed plan of action highlighting opportunities for improvement
  • Provides effective change management with the introduction of new resource planning methodologies

 

Resource Planning Benchmarking – benchmark and review your current resource planning methodology and tools. Our consultant meets with key stakeholders onsite to identify the organisations unique business requirements and objectives. A detailed recommendations document is then provided. Resource Planning and Workforce Management Consultancy
Recommendations & Project Planning – if you have a new system installation, special project or any other project which requires specialist knowledge this package will either lead or fulfil the missing role in your project and will be a key resource through the project lifecycle. Resource Planning and Workforce Management Consultancy
WFM Systems Configuration & *Care Packages – ensures that the configuration of your workforce management systems (WFM) maximises the needs and dynamics of the contact centre whilst ensuring that all key product features are fully leveraged.  Resource Planning and Workforce Management Consultancy
Offsite Support – we provide offsite support via telephone or email at no extra charge for a set period after completion of consulting services.  Resource Planning and Workforce Management Consultancy

* Our care package includes structured training & consultancy days with the aim of:

  • Improving and maintaining knowledge of the workforce management system (e,g multi-channel forecasting, scheduling improvement, automation)
  • Use of best practice methodology
  • Introducing new functionality and process

 

Workforce Management solutions:

NICE InContact Workforce Optimisation

NICE Workforce Management

Teleopti Cloud Based Workforce Management

Teleopti Workforce Management

Verint Impact 360 Workforce Management