Workforce Management

Businesses face increasing pressure to optimize resource allocation, improve productivity and control costs. Under or over staffing, imbalanced workloads and problematic scheduling can lead to employee stress and turnover.

Our Workforce Management (WFM) solution combines deep consulting expertise with cutting-edge technology to transform how you plan, schedule, and optimize your workforce. From high-volume networks to complex operations, we deliver clarity, control, and results.

The benefits include:

Balanced, Right-Sized Staffing
Lower Costs, Higher ROI
Engaged, Retained Talent
Intelligent Insights

Staff augmentation and WFM consulting offer a holistic solution to drive efficiencies and cost savings:

https://www.intouchcx.com/wp-content/uploads/2022/12/Superpunch-_Scheduling.webp

Smart Scheduling

Tailored schedules meet interval-level staffing needs—factoring in hosting, IEX, CRM, CCaaS, and other systems.

https://www.intouchcx.com/wp-content/uploads/2022/12/Europe-_Skilled-Labour-.webp

RTA Command Center

Real-time analytics across your vendor network drive instant course correction and utilization optimization.

https://www.intouchcx.com/wp-content/uploads/2022/12/Workforce-Management-_Trend.webp

Proactive Analysis

Capacity and hiring plans are aligned with precision to meet operational timelines.

https://www.intouchcx.com/wp-content/uploads/2022/12/Europe-_Strategic.webp

Forecasting & Planning

AI/ML-driven models forecast demand using historical data, market trends, and upcoming campaigns.

Our end-to-end approach balances staffing,
hits target KPIs and controls costs

We don’t just manage your workforce—we turn it into a competitive advantage.

Ready to take control?

https://www.intouchcx.com/wp-content/uploads/2022/12/Workforce-Management-_Insights-Driven-Performance.webp

Forecasting Harnessing ML & AI

Advanced algorithms & models identify patterns, trends & seasonality and predict future demand
Effective staff management on volume and absenteeism
Vendor Optimization allocates resources seamlessly across your network for maximum impact.

Reporting Transparency

Automated data analytics, reduce manual efforts and increase breadth and efficiency
In depth dashboards on volume patterns, AHT trends, and IVR
Deep dives and targeted insights on scheduling opportunities, vendor performance, and event-driven disruptions

Performance & Experience

Elevated employee experience, boosting satisfaction, flexibility, and well-being without compromising service

Case Study

To solve for complex, multi-region workforce challenges, we partnered with a global streaming leader to stand up a centralized command center overseeing real-time adherence, performance, and process consistency across LATAM, EMEA, and APAC. We deployed a specialized team of 35+ RTA experts within 90 days, enabling agile, intraday re-forecasting and vendor coordination at scale.

The Result

70% interval-level re-forecasting attainment, significantly improving staffing precision and service levels. Our advanced analytics uncovered key trends in volume patterns, AHT, and IVR engagement—powering smarter planning and a stronger customer experience. This initiative not only streamlined operations, but also earned high satisfaction from both internal WFM teams and external vendor partners.

Workforce Management

Businesses face increasing pressure to optimize resource allocation, improve productivity and control costs. Under or over staffing, imbalanced workloads and problematic scheduling can lead to employee stress and turnover.