Services

Workforce Optimisation Consulting

Achieve best-practice Workforce Management by engaging a Veridian consulting team to analyse your current systems and processes. Veridian leverage a depth of experience in inbound and outbound centres, large and small, to recommend changes that will optimise your operations.

Workforce Management

What started out as predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved into a sophisticated multi-dimensional mechanism for managing many contact channels, media, skills, virtual contact centres and agents. WFO now also serves as the hub for the organizations larger “Workforce Optimisation” strategy.

The leading principles here at Veridian include a focus on continuous improvement and developing solutions that meet our clients dynamic and evolving needs. We adhere to these goals by working hand-in-hand with many leading contact centres to develop solutions that can handle the complexities of modern contact centres, including staff forecasting, scheduling and optimisation, agent involvement and administration, intra-day management, reporting and performance management.

Call Centre Optimisation Review

The Veridian Contact Centre Optimisation Review is a structured review of your Contact Centre. You’ll get an objective, lucid analysis of your workforce management, contact protocols, training, system configuration, and data systems. You’ll get constructive, results-oriented recommendations, and we’ll work with you to develop a strategy to identify and achieve your goals in contact centre planning, implementation and operations.

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