Workforce Optimisation

One of the key disciplines of the Fifth Quadrant consulting team is in Workforce Optimisation (WFO). Workforce Optimisation is an organisational strategy focused on gathering and using data and information to optimise the performance of management, employees, processes, systems and customer experience. Workforce Optimisation solutions differ by vendor and may include Workforce Management, Performance Management, Quality Monitoring, e-Learning, Speech, Data & Text Analytics and Customer Feedback.

Regardless of the technology used (and there are many options), successfully implementing a Workforce Optimisation strategy involves more than the technology. It’s about understanding and implementing the correct processes to optimise performance. Read our WFO blog or join our WFO Exchange Discussion Forum to ask questions and find out more about what people are doing in this area.

Fifth Quadrant offer the following Workforce Optimisation services:

• Developing WFO Strategies
• WFO Diagnostic reviews of your organisation: contact centre, back office and branches
• Employee Engagement Studies to improve adherence and reduce attrition
• WFO IT sourcing and supplier management
• Specialist Workforce Management Assessment and Training Programmes
• Specialist Quality Management Assessment and Training Programmes

Download our Workforce Optimisation credentials brochure here.

For more information on our Workforce Optimisation Services, please contact us at info@fifthquadrant.com.au or by phone on +61 2 9927 3399. One of the underlying tenets of WFO is Workforce Management. Organisations need to ensure the right number of staff are available to respond to customers at the appropriate time, on the preferred channel, while meeting a certain service level. This requires the ability to forecast staffing requirements accurately and manage agent schedules on a day-to-day basis. The process of Workforce Management is outlined in the diagram below.

Workforce Management Process Flow

For more information on our Workforce Optimisation Services, please contact Julie-Anne Hazlett, jhazlett@fifthquadrant.com.au or Ronene Cauchi rcauchi@fifthquadrant.com.au or contact by phone on +61 2 9927 3399.

EVENTS

Find our more about our upcoming Workforce Optimisation Event here

WFO Forum

Participate in our WFO Exchange Forum, here