Successful design and implementation of an optimized workforce management system is the surefire solution to your forecasting, capability planning, scheduling, and intra-day management needs. When your frontline leadership doesn’t have access to these data-driven resources, the results are detrimental: increased labor costs and attrition, unmet service levels, reporting inefficiency, and a poor customer experience resulting from long hold times, lack of first-call resolution, and call transfers. This translates to massive time waste and unnecessary spending.

The benefits of efficient WFM are innumerable and directly influence the ability of your frontline leadership to meet KPI and metric goals while creating cost savings. A quality WFM toolkit empowers your operational leaders with resources to effectively manage a wide range of challenges and pain points in the contact center world:

• Rising Operational Costs
• Unmet Services Levels
• Inaccurate Forecasting
• Customer Satisfaction & Employee Experience
• Reporting Inefficiencies & Unidentified Metrics
• Inefficient Multi-Channel Management
• Alignment of Initiatives and Efficient Practice
• Employee Lifecycle and Retention
• Remote Workforce Management

Identifying and adopting the ideal WFM solution for your operation produces an adaptable workforce that operates at peak efficiency. So how do you determine the best solution for your organization? By developing a system designed around Insite’s Workforce Waterfall.

Our Workforce Waterfall illustrates the five critical elements of a successful WFM strategy and how poor performance in a functional area of WFM negatively impacts the remaining practices downstream. Accurate practice and supportive relationships between consecutive functions are critical to ensuring that all WFM factors are considered during today’s performance and future planning. Designing and implementing a precisely calculated WFM plan is the most surefire way to optimize results and align budgets.

Our WFM Waterfall model identifies downstream implications of WFM variations and holistically analysis all contributing factors. It is a powerful visual that demonstrates how inefficient long-term forecasting, capacity planning, short-term forecasting, scheduling, and intra-day management practices have a negative downstream impact on the other critical functional processes. If you do not achieve optimal performance within each critical area of workforce management, the efficiency and effectiveness of all other functions are diminished.

Our experts have over 16 years of cross-industry WFM experience and have identified the challenges frequently experienced by businesses of all sizes, ages, and industries. We have successfully helped our clients meet their service level goals while creating cost savings through WFM education.

Insite offers various strategic workforce solutions for the challenges that your workforce management initiatives face. Following a current state evaluation to determine your unique environmental and operational needs, we can:

• Provide best-practice recommendations for improvement
• Implement WFM training to upskill staff from agent level up to senior leadership
• Staff augmentation to directly apply industry expert leadership and practices to your sites
• Build and transfer comprehensive systems for optimization
• Manage WFM vendor sourcing, selection, and onboarding

Outsourced WFM vendors only participate in certain components of the WFM process, leaving your team with minimal control over the risk of poor customer experience or cost accountability. When you work with Insite, we partner closely to understand the ins and outs of your operation. We operate as an extension of your business, not a third-party vendor, so we know you, your team, your processes, and your goals and are committed to your success.

• End-to-end WFM management
• Decades of experience in WFM and analytics
• Proprietary and client-customized forecasting tools
• In-office, remote, and hybrid workforce recruitment, onboarding, and management
• Business case production
• Continuity of execution across channels
• Support through organizational scaling
• Alignment on goals
• WFM education

• Provide best-practice recommendations for improvement
• Implement WFM training to upskill staff from agent level up to senior leadership
• Staff augmentation to directly apply industry expert leadership and practices to your sites
• Build and transfer comprehensive systems for optimization
• Manage WFM vendor sourcing, selection, and onboarding

The level of your future workforce success is a direct result of your workforce management performance today. Engage with the experts and set your organization up for success with WFM services by Insite. Call Us Today! 239-284-7529 | [email protected]

Check out our eBook for complete details on what’s involved in this 6-step process and leveraging a trusted partner’s expertise and industry experience.

What can Insite Consultants do for your contact center? Read more on our consulting services and how our consultants can transform your operations.