WORKFORCE MANAGEMENT SERVICES

Stronger workforce planning starts here.

Keeping your contact center running smoothly isn’t easy—balancing the right number of agents, meeting service levels, and controlling costs can feel like a constant challenge. When workforce management gaps go unaddressed, they lead to overworked teams, frustrated customers, and missed performance targets.

That’s where we come in. Our WFM consultants help you take control of forecasting, scheduling, and real-time management to drive efficiency without sacrificing service quality. Whether you need to reduce costs, improve staffing accuracy, or boost schedule adherence, we provide the insights and support to make it happen. Let’s solve your biggest workforce management challenges—so you can focus on delivering a better customer and employee experience.

  • WFM best practices and operational framework consulting

  • WFM training in technology, best practices, and reporting and analytics

  • Staff augmentation to execute expert call center WFM leadership and practices

  • End-to-end contact center WFM operations management (WFaaS®)

  • WFM vendor sourcing, selection, and onboarding

  • Operational support through organizational scaling

  • Proprietary and custom WFM tools and performance management methodologies

Struggling with your workforce strategy? Let’s fix it.

We’re offering a complimentary WFM Baseline Assessment to help you uncover inefficiencies and gain actionable insights to optimize your workforce strategy. Complete the form below to get started!

happy team leader helping call center agents

Our workforce management services and contact center consulting enable clients to achieve their performance goals.

  • Operational cost savings

  • Maximized short-term and long-term forecasting accuracy

  • Increased call center customer satisfaction (CSAT)

  • Improved schedule adherence

  • Call center shrinkage management

  • Optimized workforce productivity

  • Metric achievements: service level, utilization rate (occupancy), average handle time (AHT), and abandonment rate

Our workforce management services and contact center consulting enable clients to achieve their performance goals.

  • Operational cost savings

  • Maximized short-term and long-term forecasting accuracy

  • Increased call center customer satisfaction (CSAT)

  • Improved schedule adherence

  • Call center shrinkage management

  • Optimized workforce productivity

  • Metric achievements: service level, utilization rate (occupancy), average handle time (AHT), and abandonment rate

happy team leader helping call center agents

Proprietary Call Center WFM Tools to Save You Time and Money

2 times more accurate

Increase in Forecasting Accuracy

Our proprietary staffing calculation tool produces forecasting twice as accurate as traditional Erlang calculation models, creating 2x the cost savings.

Annual Savings with Capacity Planning

Within one year, our staffing model helped reduce excess shrinkage and occupancy while meeting customer demand and increasing CSAT.

44x-ROI

Return on Investment

Accuracy of our advanced forecasting model created unprecedented savings for our client, producing a 44.6x ROI within 1 year of execution.

We are not a contact center consulting firm. We are an enablement firm.

Instead of referring to us as their “WFM Consulting Partner,” our clients refer to us as part of their team. We help you implement a more efficient and productive call center workforce management program by prioritizing enablement over consultation. By optimizing your WFM services and platforms, we deliver a sustainable path to significant WFM improvement and unprecedented contact center performance.

We are not a contact center consulting firm. We are an enablement firm.

Instead of referring to us as their “WFM Consulting Partner,” our clients refer to us as part of their team. We help you implement a more efficient and productive call center workforce management program by prioritizing enablement over consultation. By optimizing your WFM call center services and platforms, we deliver a sustainable path to significant WFM improvement and unprecedented contact center performance.

CONTACT CENTER TRENDS: SEE WHAT’S NEW

Stay Up-to-Date with Current Insights from Insite’s Experts

MAXIMIZING SUCCESS THROUGH IMPROVED CALL CENTER WORKFORCE MANAGEMENT

Revolutionized contact center operations. Unrivaled results. Realize the Insite difference.

MAXIMIZING SUCCESS THROUGH IMPROVED CALL CENTER WORKFORCE MANAGEMENT

Revolutionized contact center operations. Unrivaled results. Realize the Insite difference.