Services

Workforce Management support

Workforce Management (WFM) applies to all organizations, but is especially effective in contact centers. It’s about having the right people, at the right place, at the right time to meet your organization’s service goals.

If you already have a dedicated WFM resource, we can appraise their recommendations, provide training, or temporarily fill an empty role in your team.

If you don’t have a resource, we can produce a ‘point in time’ WFM analysis to confirm your organization’s current staffing state, and future recruitment needs.  

Facilitation / staff training

We offer creative and collaborative training and facilitation sessions to help you to draw out the best in your people, build trust-based relationships, strengthen teams with shared values – and get things done. Examples of the themes and techniques we use are:

  • Design Thinking & Liberatory Design

  • Lean Start-up Methodologies 

  • The Circle Way

  • The Work that Reconnects

  • Mindfulness-based and reflective approaches

  • Creating frameworks for deep reflection, analysis, and the sharing of experience

  • Discovering, inventing, and unleashing local solutions to chronic problems.

Business analysis / project delivery

We proudly offer organizations - big or small - with project management services without the high cost and commitment of hiring full-time staff. Our flexible approach gives you access to skilled Project Managers and Business Analysts when you need them, allowing you to pay only for the hours worked on your projects. We and our network are skilled and certified in the following project management methodologies:

  • Agile

  • Prince2

  • PMP

  • Lean Six Sigma

Staffing solutions

If your organization has a staffing shortfall, we and our network of experienced professionals are here to help. We can offer temporary or long-term full or part-time support for the following positions:

  • Staff Trainer / Facilitator

  • Project Manager

  • Business Analyst

  • WFM Manager

  • WFM Real Time Analyst

  • WFM Scheduler / Resource Planner

  • WFM Forecast Analyst

  • Business Administrator

  • Reporting Analyst

  • Risk Manager / Analyst.

Risk management

Risk management involves identifying, analyzing, and mitigating the foreseeable financial, legal, and security risks that can affect a company's bottom-line, compliance and standing in the community. Rapidly-changing technology, societal shifts, climate issues, and the recent pandemic mean risk management remains as important as ever.

We can undertake a comprehensive review of your organization, present your key risks, identify key controls, create reporting, and recommend business improvements to reduce the likelihood of a foreseeable risk event occurring in future.

Genesys Cloud™ support

Genesys Cloud™ uses Amazon Web Services' cloud platform to provide leading contact center services for your organization and customers. It uses cutting-edge AI technology to enhance phone systems, manage calls, emails, and webmail, and automates repetitive tasks for improved efficiency and workforce optimization.

We and our highly-experienced, reliable network can help your organization implement its Genesys™ solution, migrate you from your existing premise-based or cloud solution, and if you’re already a Genesys Cloud™ user, provide expert support and training to get the most out of the platform. All at a very competitive price.