Customer Service Call Center Workforce consulting

What Our Clients
Say About Us

“Kramer & Associates
gave us good ideas and
helped us establish a performance management system. They were
invaluable to us.
They bridged the gap
from the strategic
to the tactical.
We got our money’s
worth. There are not
many companies
in their field who
can do the job they
did and perform
at a level that more
than exceed
our expectations.”

Workforce Optimization

Our workforce optimization service offering focuses on designing and modeling innovative staffing options and leveraging WFM/WFO (Workforce Management/
Optimization) applications and technologies.

The biggest cost impact on a contact center is in the resource management and all of its forecasting, scheduling and intraday intricacies. If you are multi-channel and multi- site and considering an outsourcer, see us - we can analyze your current methods, staffing needs and write 3rd party requirements documentations if required.

The software vendors for staffing offer linked Quality monitoring and analytics - this is a new field for some companies definitely requiring an expert, a vendor neutral advisor in all aspects of assessment and selection. Before you invest contact us - we can save you from costly licensing and business requirement mistakes.

Our services and expertise include:

• Analyzing customer access, contact volume and staffing patterns and projections, including:

• Inbound and outbound call volume.

• Email & EDI – Electronic Data Interchange.

• Fax & Correspondence.

• Web Chat, Text Messaging (SMS), & Social Media.

• Defining innovative multi-channel staffing options:

• Full-time, Part-time, Flex-time, & Seasonal

• Work from Home.

• Back Office/In-house resource options.

• Staff Sharing.

• Defining employee engagement strategies, including employee preferences to optimize multi-channel business requirements and employee needs.

• Leveraging the functionality of existing WFM/WFO applications. We are vendor neutral and experts with all the Workforce management software offerings, integration issues and selection documentation.

• RFI’s/RFP’s for evaluation and selection of new or upgrades to existing WFM/WFO applications.

• Defining the optimum combination of benefits, rewards, risks, and costs to balance business requirements with employee needs for the best possible workforce configuration.

• Defining CoE’s (Centers of Excellence), responsibilities, roles, job descriptions and staff ratios for workforce planning, forecasting, scheduling, and intra-day.

• Disaster recovery and staff planning.

We invite you to contact us. Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.