Contact Center Resources prides itself on offering fully customized consulting solutions to meet unique client requirements.  That said, not all clients approach us with their needs fully articulated.  Sometimes it's as basic as something no longer working as well as it once did, for example, and we are called in to find out why.  So we have designed some standard consulting services for those instances.  In all cases, these can be customized to fit the specific needs, objectives and environment for each client.

EXECUTIVE-ON-CALL

Not every company is large enough to need a dedicated staff member at the VP level in Workforce Management.  Yet many companies find themselves needing strategic advice or WFM decision support on a one-time or intermittent basis.  Whether to assist during mergers/acquisitions, during the selection of outsource service providers, or simply to provide interim coverage while searching for a new WFM leader, Contact Center Resources provides this service. 

If you do not have a WFM executive on staff, why not have a Workforce Management executive on-call?

WORKFORCE MANAGEMENT FOR NON-WORKFORCE MANAGERS

Many of the core processes of an inbound contact center are based in the Workforce Management function.  However, as great Agents get promoted to Supervisors and beyond, they do not necessarily receive any training or even a basic orientation to these core principles.  This half-day session covers the basics of:

• the role of WFM within the call center,
• understanding ACD reports,
• forecasting required staff, and
• the importance of schedule adherence.

The class prepares Managers, Supervisors and other staff members to answer basic questions from Clients or Agents, and also to understand the core processes of the inbound call center.  This training class can be customized for each client's specific environment.