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WFM Omni-Channel Resource & Capacity Planning System

Get it right the first time.

Pricing plans

The WFM Capacity Planner is a simple tool that leads you through building a strategic forecast step-by-step to determine staffing, budget and training solutions.

 

This effective, easy-to-use tool for omni-channel front and back-office operations will help you meet your operational needs, mitigate risk, and cost-effectively manage the customer experience.

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Capacity & Recruitment Planner

 

$5,000/year

This effective, easy-to-use tool for omni-channel front and back-office operations will help you meet your operational needs, mitigate risk, and cost-effectively manage the customer experience.

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Capacity & Recruitment Planner

TBD

This effective, easy-to-use tool for omni-channel front and back-office operations will help you meet your operational needs, mitigate risk, and cost-effectively manage the customer experience.

COMING SOON
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Capacity & Recruitment Planner (incl. Intervals)

TBD

This effective, easy-to-use tool for omni-channel front and back-office operations will help you meet your operational needs, mitigate risk, and cost-effectively manage the customer experience.

Improve your resource & financial planning process using this industry-leading tool.

Accurately plan and staff across all service channels including voice, email, chat, SMS, social media, in-person, as well as the back office

Balance staffing requirements with desired customer experience levels

Reduce lost productivity with an intelligent yet simplified approach to capacity planning

Minimize WFM administrative and maintenance overhead

Quickly run multiple staffing scenarios when the unexpected happens

Front- and back-office input variables

Service Level Objective

Productivity/Occupancy

Work Volumes

Target AHT (Tenured Agents)

New Hire Learning Curve

Attrition Rate

Shrinkage Factors

Working Days in Month

Working Hours/Day

Scheduling Interval

Agent to Support staff ratios 

Trainer Ratio Calculator

QA Ratio Calculator

Agent salaries by position

Support staff salaries by role

Monthly attrition

Training length

Recruitment time (under development)

Graduation rate (under development)

Output detailed annual & monthly plans, including:

Agent & Support Staff Requirements

  • Productive Hours by queue / skill

  • Productive FTE by queue / skill

  • Required FTE by queue/skill

  • Effective FTE

  • Required support staff by role

 

Operational Performance

  • Service Level

  • Average Speed of Answer

  • Productivity/Occupancy

Financial Requirements

  • Total agent salaries

  • Total support staff salaries by role

  • Cost of Hiring-Ahead-of-Attrition

  • Cost of overtime

  • Cost per contract and work items

Recruitment & Training Plan

  • Number of agents to hire

  • Number of classes

  • Recruitment process start date

  • Training class start and end date

  • Forecast of training graduates

  • Number of trainers required

COMING
SOON

The WFM Omni-Channel Resource & Capacity Planning System:

Simple.
Understandable.
Practical.
Executable.
Repeatable.