What is it? In the increasingly complex world of Planning and Workforce Management / Forecasting and Scheduling, many organisations struggle to drive the full benefit from their WFM solution. Sabio’s WFM / FCS optimisation service allows planning teams to leverage the full capabilities of their WFM platform, while embedding best in class planning and operational processes.

How does it work? A WFM Health Check is the starting point of any optimsation engagement. The purpose of the health check is to assist in understanding how the WFM solution is currently being used and to identify areas where the service can support in driving efficiencies within the Contact Centre. Metrics will be agreed to measure improvements.

WFM Optimisation will maximise the benefits of your WFM solution by supporting the introduction and utilisation of advanced features to achieve business goals. This will help increase the skillset across the planning team by upskilling and identifying training opportunities where appropriate. This enables an engaged and confident planning team that can identify areas of opportunity for further optimisation.

With a fully utilised WFM solution, complimented with a set of robust planning processes and fully engaged planning team, operations can expect to positively impact employee engagement and customer experience.