Call Center StaffingConsulting

Workforce Optimization (WFM/WFO)

Our workforce optimization service offering focuses on designing and modeling staffing options and leveraging WFM/WFO (Workforce Management and Workforce Optimization) applications and technologies.

Our contact center consulting services and expertise include:

  • Analyzing customer access, contact volume and staffing patterns and projections, including:
    • Inbound and outbound call volume.
    • Email & EDI – Electronic Data Interchange.
    • Fax & Correspondence.
    • Web Chat, Text Messaging (SMS), & Social Media.
  • Defining innovative multi-channel staffing options:
    • Full-time, Part-time, Flex-time, & Seasonal
    • Work from Home.
    • Back Office/In-house resource options.
  • Defining employee engagement strategies, including employee preferences to optimize multi-channel business requirements and employee needs.
  • Leveraging the functionality of existing WFM/WFO applications.
  • RFI’s/RFP’s for evaluation and selection of new or upgrades to existing WFM/WFO applications.
  • Defining the optimum combination of benefits, rewards, risks, and costs to balance business requirements with employee needs for the best possible workforce configuration.
  • Defining CoE’s (Centers of Excellence), responsibilities, roles, job descriptions and staff ratios for workforce planning, forecasting, scheduling, and intra-day.

To learn more, we invite you to call 1-800-281-1400 or email us at eservice@kramerandassociates.com.