Workforce Management

Continuously optimize resources for best-in-class service

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.

#ResultsMatter

Home Delivery Food Retailer

US Based Retails Giant

Leading US health Plan

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

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

Fast Growth Technology

Retail

Banking, Financial Services & Insurance

Media

Telecom

Awards & recognition

We have been recognized a leader across all 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