We are all about WFM. Regardless of if you use dedicated software, spreadsheets or even paper. We can help you modernise your contact centre in to the efficient operation it deserves to be.
We are an independent company dedicated to improving the efficiency of your Contact Centre. Each of our consultants have over 15 years experience of Contact Centre Resource Planning. Together we have worked for all types of organisations
We offer a variety of services that will benefit your contact centre.
Service offered are -
- Capacity Planning
- Forecasting and Scheduling
- Real Time Management
- MI & Agent Performance.
Click below for a detailed overview.
What is WFM?
WFM is an acronym for "Workforce Management" Although really it should be "WM" as it's only a 2 word phrase. But let's not get started on that! "Resource Planning" is the actual work involved in planning a contact centre. This revolves around the concept of "Service Level" which is the measure used to plan staffing.
"U-Source were able to quickly identify the issues we had with our existing approach to resource planning and scheduling. A dedicated Account Manager guided us through the process and the easy to use software did the rest. The impact was instant and we continue to see improved results. More importantly, customers are now handled quickly and first time in most cases."