talk to us

Workforce Management

Talk to an expert

Our high-performance teams flex with your needs

While digitally enabled operations and process optimization are crucial to CX excellence, people lie at the heart of true value creation. When the right number of agents with the right domain expertise care for your customers, contact center efficiency and world-class customer service follow.

Tapping into our comprehensive Workforce Management (WFM) services allows you to seamlessly scale operations at the speed of business.

Our analytics-based approach, coupled with AI-driven agent hiring and customized training, drives significant operational value. From onboarding and upskilling to volume forecasting, planning, scheduling, and real time WFM, our proven workforce strategy creates engaged, skilled employees.

Workforce management solution

#ResultsMatter

Home Delivery Food Retailer

  • $100K
    Savings in training costs though AI-enabled training

US Based Retails Giant

  • 67%
    Reduction in time required to meet AHT targets

Leading US health Plan

  • 12
    Points increase in overall ultimate call scores - from 44 to 56

How we do it

Our experts understand that an effective WFM strategy hinges on accurate volume forecasting, planning, and scheduling. We begin by hiring and upskilling the right agents and implementing the best-fit engagement strategies. Next, we use a data-driven approach to align workforce deployment with your changing business needs.

Agent onboarding

  • Micro competency framework to break down agent capabilities by line of work into measurable competencies.
  • Comprehensive and customized training modules to help agents acquire required capabilities.

Upskilling

  • Tracking and monitoring QA & performance through comprehensive agent scorecards and insights.
  • Feedback-driven agent coaching with micro competency based personalized agent learning paths.

Workforce management

  • Volume forecasting through advanced analytics across key drivers.
  • Workforce deployment aligned with forecasts; and scheduling automation based on SLAs.
  • Real time WFM with end-to-end optimization through intra-day forecasting, scheduling, and exception management.

Delivering next-gen sales growth:
Our unique methodology

AI-driven agent hiring

Personalized and engaging learning experiences

Productive volume forecasting

Real time workforce optimization

What sets us apart

AI operations & bots

Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution

Over 30 years of CX experience across multiple industries

KPI-driven delivery for consistent and measurable quality and exceptional CX

Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together

End-to-end expertise across hiring, training, operational execution, and workforce management

Industries we serve

Healthcare
Healthcare
Fast Growth Technology
Fast Growth Technology
Retail
Retail
Banking, Financial Services & Insurance
Banking, Financial Services & Insurance
Media
Media
Telecom
Telecom

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX

Everest-CX-2024 copy

Discover new ideas, insights & solutions

AI-Enabled-Training-Drives

AI Enabled Training Drives 16% Retail Sales Growth for Home Delivery Food Retailer During Call Volume Surge

Conversational AI

Case Study

March 15, 2023

Retail-Giant-Reimagines-Agent-Training

Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%

Operational Excellence

Case Study

March 15, 2023

Robotic-Process-Automation-Targets-Order-Failures

Robotic Process Automation Targets Order Failures and Helps Cable Provider Unit Increase Sales by 90%

Operational Excellence

Case Study

March 30, 2023

redefine-customer
Redefine
Customer
Experience
Strategies

Talk to us