28202 Cabot Road Ste.300 Laguna Niguel, CA 92677

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SLaaS

CCaaS

WFMaaS | Workforce Management as a Service

Biggest cost in our business is labor, increasing efficiency in this area is the priority of Workforce Management as a Service.

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Capacity Planning

Recommend Opportunities for Headcount Reduction without compromising KPIs such as Service Level, Abandonment and Grade of Service.

Forecasting

Normalize forecasts by using Regression Analysis to apply 3-month trends and year-over-year analysis that captures outlier trends, enabling us to normalize the forecast
Recommend cross-training of resources depending on the need

Real-time Management

Unbiased flagging whether it’s in-house or vendor-based operations
Able to recommend single/multi-skilling as necessary
Proactive OT/VTO recommendation depending on the scenario

Scheduling

Unbiased schedule distribution

Scheduling

Provide unbiased and accurate reports depending on client preferences

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