Workforce Management

Effective Workforce Management is a common challenge that many contact centers encounter. Forecasting, scheduling, cross training, and routing tend to be the typical areas contact centers struggle as they relate to workforce management. One challenge we frequently detect in contact centers is trying to obtain consistent services levels while controlling labor costs. In other cases, workforce management processes are not fully developed or may not be yielding the desired results. Lately, at-home workforces have become another challenging area as contact centers work to keep these employees engaged.

How have we helped other companies?

We can solve for your workforce management challenges a couple of different ways depending on your particular environment. Mainly, we will start with a diagnostic using our ccBenchmark methodology with a narrowed focus on workforce management activators. After you receive your quick hits you can complete on your own, you will also be provided with long-term initiatives. If you would like Insite to assist you with long-term initiatives, our best practice sessions, staff augmentations, build & transfers, or consultative services might be helpful.

Learn more by clicking on our solutions below.

]Site benchmarking provides an outside eye in your company using your metrics and processes and comparing them to the 700 companies we’ve touched with the goal to share best practices and identify opportunities for improvement. LEARN MORE

Best Practice Sessions are where we provide industry best practices, collaborate on integration of best practices, and wrap with an implementation plan. Topics can include Quality, Customer Experience, and Workforce Management.

Staff Augmentation helps your organization fill an open position as a short term placement till you’re able to find someone. This also helps you leverage our best practices where process improvements may be needed. LEARN MORE

Build & Transfer is when you are missing a program such as quality and you need to build the program from scratch. We help build it, make it completely customized to your unique organization, and help with implementation. LEARN MORE

Based on your current challenge, Insite will work quickly to resolve your issue while utilizing our library of best practices. Insite will deliver rapid results through data analysis, performance improvement methodologies, and decades of experience. LEARN MORE