To offer the best customer service, a Contact Center must optimize its resources. Therefore, it is essential to have a unified Workforce Management Consultants, in this way it will be possible to plan, forecast and schedule the workload of employees to meet the objectives set.

Workforce Management Consultants is the solution that allows you to achieve these goals, but what does this tool consist of?

Its main mission is to achieve a continuous balance between available resources and service demands.

What is WorkForce Management?

WorkForce Management (WFM) is a tool that encompasses all those necessary activities, such as forecasting, planning or sizing of resources, automating those processes, tasks, and functions of lower value that consume key resources to dedicate them to tasks of greater added value.

Its main mission is to achieve a continuous balance between available resources and service demands. This is achieved through the appropriate allocation of skills for the correct work performance of each employee.

In the case of Contact Centers, this tool allows balancing demand and supply, that is, the number of agents needed to answer calls or digital interactions at a given time with the real availability that will be available to process said communications.

When incorporating Labor Management Consultants, you have to take into account some variables and make distinctions:

- If they are specific customers or customer subsets
- Degree of product knowledge
- Experience level and customer empowerment
- Customer language
- The technological capacity of the employee

On the other hand, Labor Management Consultants help the analyst to focus on what is worthwhile, instead of spending energy and knowledge on tedious and low-value tasks that do not impact the achievement of results. Engineered Labor Standards avoid errors and reduce costs by automatically collecting the data of the calls that are made. With this, companies gain precision in obtaining data and customers in the trust and traceability of outsourced services.

The forecast: Identifies trends and allows anticipating the volumes of future interactions, treatment time, and the needs of people in different types of services - inbound, outbound, back office and in different scenarios or multichannel. In this way, it also allows you to prepare with the right tools to solve possible problems.

With the help of Industrial Engineering Consultants, it avoids errors and reduces costs by automatically collecting the data of the calls that are made.