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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.
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.
AI-driven agent hiring
Personalized and engaging learning experiences
Productive volume forecasting
Real time workforce optimization
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
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
