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Workforce Management Consulting

Workforce Management Consulting


Optimize the system governing your most critical resource - People. ICMI's Workforce Management consulting solutions can help get your contact center staffed and scheduled for peak efficiency. Our WFM consultants have decades of experience implementing new WFM programs and optimizing existing ones, and are dedicated to building custom plans to help contact centers work smarter.

Workforce Management Optimization

Align WFM with organizational priorities and tighten communication between key operational departments.
Develop a proactive approach to forecasting that balances long-term forecasts with short-term workforce realities.
Reveal the full use of your workforce management tools, resulting in a higher ROI on technology expenses.
Improve your team's agility for handling special events and difficult forecasting and scheduling scenarios.

Workforce Management Implementation

Create easier pattern recognition to improve forecasting accuracy, and timely and complete WFM reports to inform future decisions.
Improve forecasting for short- and long-term needs, including preparation for event-driven workforce requirements.
Achieve higher ROI on workforce tools and technologies, reducing overall costs and improving efficiency.
Increase flexibility of scheduling, resulting in improved employee engagement and satisfaction.


ICMI consulting will help you fix broken workforce management processes, and develop a smarter, business-driven workforce scheduling and forecasting system. Learn more about the specific processes and procedures involved in this consulting solution by downloading the brochure:


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