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Contact centre operations & performance

Call centre workforce management consultants

Service levels swinging, overtime rising or rosters that never quite fit? Compare consultants who specialise in contact centre workforce management (WFM).

Each supplier shows what they specialise in, so you can shortlist quickly.

See 3 suppliers Read the buyer's guide

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3 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

  1. Athena Management Consulting

    • Contact centre operations & performance

    Unclaimed profile

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  2. Customer Driven Solutions

    • CX strategy & design
    • Contact centre operations & performance
    • Technology selection & implementation
    • Outsourcing advisory

    Also offers Workforce management · Contact centre technology

    Unclaimed profile

    View profile

  3. deliberatedge

    • Contact centre operations & performance

    Also offers Workforce management

    Unclaimed profile

    View profile

Buyer's guide

Bringing in a WFM consultant? What to know before you engage

Overview

When does it make sense to bring in a WFM consultant?

  • Service levels that are unstable from day to day or week to week
  • Rising overtime, idle time or agency costs
  • New channels or back-office work that your planning doesn't cover
  • Choosing or changing WFM software
  • A new or stretched planning team that needs support

Scope

What does a WFM consulting engagement cover?

  • Forecasting: methods, accuracy and how shrinkage is planned.
  • Scheduling: shift patterns that fit demand and your people.
  • Intraday management: how the team reacts when the day doesn't go to plan.
  • Capacity planning: hiring and training plans for the months ahead.
  • People and process: roles, skills and how planning connects with operations.

Need software or ongoing WFM support instead? See workforce management.

How to choose

How do you choose a WFM consultant?

  1. Check hands-on experience

    Look for people who have run planning teams, not just advised them.

  2. Be wary of tool-first advice

    Ask whether they're independent of software vendors.

  3. Agree measurable outcomes

    Forecast accuracy, service level stability or cost, with a baseline.

  4. Plan the handover

    Make sure your team can keep the improvements going.

Learn more

Want an independent view? Free ACXPA resources

FAQs

Workforce management consulting FAQs

What is the difference between WFM and WFO?

WFM covers forecasting, scheduling and intraday management. WFO usually adds quality, analytics and coaching. Define the scope you need before engaging anyone.

How long does a WFM review take?

A focused review often takes a few weeks. Longer engagements add implementation support and coaching for your planners.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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