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Our Services

Contact Center Workforce Management Solutions

We provide contact center workforce management solutions that are highly customized, data-driven, and focused on results.

Contact Our WFM Experts

Manage Staffing Levels

Staffing mistakes can lead to a myriad of challenges. We help ensure there are enough agents available to handle customer interactions while avoiding overstaffing.

Training & Development

Forecasting and scheduling aren’t enough. We develop training programs to help improve agent performance, reduce turnover, and enhance CX.

WFM Technology

Keeping up with the latest tech is daunting, and you’ve got better things to do. We provide guidance to help you choose and implement the solutions that are best for your needs.

Why It Matters

The Challenge of Contact Center Workforce Management

Contact centers must strike a balance between having enough agents to handle customer interactions efficiently without overstaffing, which can result in increased costs.

Our Expertise

Customized Forecasting Models

Accurate forecasting is crucial for effective workforce management in the contact center, and CH Consulting Group offers customized forecasting models tailored to each organization’s unique needs.
  • Our team takes into account factors such as seasonality, customer behavior, and historical data to create accurate forecasting models.
  • With our customized forecasting models, contact center leaders can ensure they have the right number of agents in place to handle customer demand and avoid overstaffing or understaffing.
  • By optimizing staffing levels, contact centers can reduce labor costs while improving customer satisfaction by ensuring that customers receive timely and efficient service.

Our Expertise

Performance-Based Incentives

Improve agent performance and reduce turnover with our extensive experience in developing and implementing incentive programs that align with your organization’s goals and objectives.
  • Our team works with contact center leaders to identify key performance metrics and develop incentive structures that motivate and reward agents for achieving these metrics.
  • We also provide ongoing monitoring and analysis of the program's effectiveness, adjusting as needed to ensure that the program remains relevant and impactful.
  • Our performance-based incentive programs are designed to improve agent engagement, job satisfaction, and overall performance, which leads to higher levels of customer satisfaction and improved business outcomes.

Our Expertise

Data-Driven Scheduling

Monitoring and adjustment of schedules allows for flexibility in response to unexpected changes in call volumes or agent availability.

  • Our tools analyze agent performance and availability to generate optimal schedules, maximizing productivity and minimizing idle time.
  • Agents can set their own preferences and availability, ensuring a work-life balance that fosters job satisfaction and retention.
  • Real-time monitoring and adjustment of schedules allows for flexibility in response to unexpected changes in call volumes or agent availability.

additional reading

New Possibilities with AI

Employers are trying to handle labor shortages by offering higher wages, more benefits and flexibility to employees, such as work from home options.

However, offering these things may still not lead to getting enough workers. For this reason, businesses are increasingly considering using artificial intelligence (AI) technology to automate work tasks. In this blog, we discuss the role of AI in handling workforce challenges.

Learn More Here

Contact Our Team

Interested in learning more about our WFM services?

We use unique strategies to provide WFM solutions that are better and different from competitors, resulting in improved customer satisfaction and operational efficiency.

To learn more, contact us today.

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