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.
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.
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