Workforce Management Technology Optimization
(WMO) Services
WFMG offers a range of
services for contact centers looking to select, implement and
optimize workforce management platforms and procedures.
[
Vendor Specific Optimization Services
]
[ Aspect*
operational optimization ]
— WFMG has worked extensively with Aspect technology and
has designed an intense three day, on-site, course to take your
center to the next level. Targeted at users who have already received
Aspect user training this session will give you great tips and
train practical operational tactics.
[ Blue
Pumpkin* operational optimization
] — WFMG has worked extensively with Blue Pumpkin
technology and has designed an intense three day, on-site, course
to take your center to the next level. Targeted at users who have
already received Blue Pumpkin user training this session will
give you great tips and train practical operational tactics.
[ Genesys*
operational optimization ]
— WFMG has worked extensively with Genesys technology and
has designed an intense four day, on-site, course to take your
center to the next level. This session targets users who have
already completed training from Genesys PS, this session will
give you great tips and train practical operational tactics.
[ IEX*
operational optimization ]
— WFMG has worked extensively with IEX technology and has
designed an intense three day, on-site, course to take your center
to the next level. Targeted at users who have already received
IEX user training this session will give you great tips and train
practical operational tactics.
[ SYMON
Community* Professional Services
] — WFMG has worked extensively with SYMON technology
and their product management team and provides a variety of training
and optimization services. Please contact WFMG to tailor your
engagement to meet your objectives.
[
Contact Center Optimization Services
]
[ Acquisition
support services ] —
WFMG provides clients with expertise to objectively evaluate workforce
management technology providers and their solutions to match business
requirements with feature/functionality sets. Services range from
requirements development, RFP creation and submission, evaluation
and contract negotiation support. Our team regularly works with
the most well known WFM technologies, practices due diligence
on an on-going basis and our team will de-mystify complexities
and allow you to identify what separates one provider from another.
[ Custom
Consulting ] — The
reality for many of WFMG customers is that pre-designed or existing
professional services descriptions need to be modified to meet
the specific needs of the contact center. WFMG is flexible and
responsive to every situation and will work with our clients to
develop an optimization program based on those requirements.
[ Deployment
support ] — These services
prevent contact centers, and their providers, from making the
common mistakes that result in time-consuming and expensive redesign
and redeployment efforts. WFMG will project manage and liaison
between the providers, the customer and the project management
team to insure proper data connectivity, development of "benefits
driven" training programs and ensure a smooth cutover from
existing methodologies.
[ Enhanced
reporting and integration ]
— Contact centers that use workforce management technologies
struggle with data collection and reporting of key metrics from
multiple platforms. WFMG has the expertise and the tools to capture
and develop customized information packages to meet your reporting
needs. Our projects will deliver customized integration and reporting
solutions for a fraction of the cost of large scale integrators
while still delivering key performance indicators on a scheduled
or real time basis. Our tools allow us to feed data from various
platforms including ACD's, payroll, human resource, email and
chat servers or any standardized database.
[ Gap
analysis ] — WFMG's
gap analysis focuses on your contact centers ability to complete
the fundamental workforce management cycle from a tactical, operational
perspective. Our subject matter expert will review the systems,
processes and people associated with planning, scheduling, intra-day
operations and reporting for the center. We will identify where
the gaps exists against our best practices model and present a
proposal of unique professional services to fill those gaps.
[ Project
management support ] —
WFMG provides professional project management services for clients
deploying workforce management technology into their contact center.
WFMG uses the latest tools and will manage and hold accountable
all parties to drive to a successful and timely project completion.
[ ROI
services ] — WFMG will
objectively measure the impact of an investment in workforce management
technology for your unique culture. In-house and vendor provided
justifications may lack the clarity that our experienced perspective
will deliver. The ROI service will result in a business case based
on "realizable" opportunity for your contact center
and WFMG professional services during deployment will target and
capture those gains in customer services, efficiency and profitability.
[ Schedule
outsourcing ] — This
service is for centers that can not justify an investment in or
lack the resources to adequately support and staff an in-house
workforce management solution, but are seeking to optimize their
resources. This service provides schedule optimization support
and is an intelligent first step towards evolving your center
to an automated, in-house environment. This service can be simplified
or customized to meet your specific business need.
[ Strategic
analysis ] — Developing
a long term vision and organizational structure for your workforce
management strategy requires experience and perspective. Our seasoned
team brings over 75 years of workforce management focus to the
complexities of single site or virtual contact center environments.
WFMG will provide organizational and skills development, create
standards, best practices, develop people and processes to make
your organization successful.
[ Temporary
support services ] —
Contact centers that have lost their core workforce management
expertise now have a source for temporary services that can quickly
get up to speed with your environment and not only sustain but
even improve your centers performance. Contact center management
personnel and WFM subject matter experts are available as required.
[ The
WFMG 3 day tune-up ] —
WFMG will provide a subject matter expert to quickly identify
where your opportunity lies for increased efficiency in your use
of your installed WFM technology. The session will identify "gaps"
and provide quick fixes where appropriate.
[ Workforce
management optimization (WMO) impact analysis
] - Contact centers that have already invested in workforce
management technology that are struggling in a cycle of upgrade,
maintain and retraining while not receiving the full benefit from
their investment will objectively identify and quantify the opportunity
that is still on the table through a WMO Impact Analysis. Our
team of a subject matter expert and ROI specialist will quickly
assess your environment and present the business case for enhancing
technology, skills or process development to capture the promised
return.
