Associates of Science in Business

Workforce Management ICMI> Consulting> Workforce Management Workforce management (WFM) is one of the most critical areas within a contact center operating environment. It's also one of the most complex and dynamic functional areas because implementing one seemingly small change can directly affect others and yield tremendous results. Stop struggling with workforce management and begin reaping the rewards that optimization brings. Get real, measurable results with ICMI solutions, and finally make sense of this challenging yet highly rewarding functional area. Staffing Model Development and Analytics Meeting customer expectations and managing staff within budget cannot be accomplished without a staffing model. Benefits of using a staffing model: reduced staffing costs, increased productivity, improved quality and customer satisfaction, and enhanced budget planning. WFM Advisor WFM Advisor provides you with access to a dedicated industry expert who will help your organization optimize its WFM practices quickly and affordably. The program includes three days onsite consulting support, and three months continuous WFM advisory support. WFM Implementation ICMI teaches your team leading resource planning practices that enable you to establish and implement highly effective workforce management functions. ICMI will help you create workforce schedules that meet your specific needs today and allow you to accurately forecast for the future. WFM Optimization To meet business and budget needs, contact centers must have an efficiently running workforce. ICMI can help by examining current workforce processes and help determine how to streamline and optimize schedules, business rules, and processes. ICMI will enable organizations to be more proactive in workforce management than reactive to crises.