CX/WFM
Right people. Right time.
Workforce management, reporting and analytics that turn demand into a plan, and a plan into service your customers can feel.
CX/WFM/INSIDE
What’s inside.
Take the whole folder, or just the part you need.
Forecasting & capacity
Demand forecasts by channel and interval, and capacity plans that show exactly what you need to hit service levels.
Scheduling & real-time
Schedules that match people to demand, plus real-time routines that keep the day on track.
Reporting & analytics
Dashboards and reporting that show what’s happening, why, and what to do next.
WFM tooling
Selection, set-up and optimisation of workforce management platforms, or getting more from the one you have.
CX/WFM/SIGNS
Sounds familiar?
- You’re overstaffed at 9am and underwater by 11.
- Hiring plans are based on gut feel.
- Reporting takes days and still doesn’t answer the question.
- Service levels swing week to week with no clear reason.
CX/START-HERE
Start with a
CX/audit.
A focused review of your channels, tools, processes and data. You get a prioritised list of what to fix first, and what it is worth.
- Contact drivers and demand
- Tooling and automation readiness
- Process, people and performance
Prefer email? hello@cxupgrade.co.uk