What is the WFM Accelerator Program?
WFM Accelerator Program is designed to help organizations improve their workforce management practices and achieve better business outcomes by optimizing their staffing and scheduling processes, improving employee engagement and performance, and enhancing the customer experience. Our comprehensive approach focuses on optimizing every aspect of your contact center to enhance efficiency, boost performance, and deliver better customer experiences.
The program is customized to meet the specific needs of each organization. This program typically involves a combination of assessments, workshops, coaching sessions, and ongoing support to help organizations achieve their workforce management goals.
WFM Strategic Consulting and Advisory Service in one simple package!
The WFM Accelerator Program is a specific packaged consulting program offered by Solid Rock Consulting that focuses on helping organizations improve their workforce management practices to drive better EX and CX outcomes.
Our program includes the following key elements:
Our Consultants have saved ONE client over $2.5 million!
By implementing industry leading WFM techniques and providing training to our client’s WFM team, we were able to achieve a financial benefit of $2.5 million for the project.
With a combination of technical expertise and process knowledge, our team of experts assist in creating a productive, efficient and successful workforce. We evaluate existing systems and workflow, and recommend necessary modifications to improve them.
The WFM Accelerator Program Consulting Engagement Models
The WFM Accelerator Program Consulting Engagement Model is a phased approach that ensures successful implementation of the program. The engagement model consists of six phases, each designed to address specific aspects of workforce management and contact center optimization.
Onboarding, Project Kick Off, Department Assessments. During this phase, the Solid Rock Consulting team gets to know your organization, establishes the project’s scope, and conducts departmental assessments to better understand your current practices and identify areas for improvement.
Data Discovery/Gathering, Forecasting Framework, Capacity Planning. The focus of this phase is on collecting and analyzing data, establishing a forecasting framework, and generating a capacity plan to ensure you have the right number of staff available to handle customer interactions efficiently.
Current Schedule Cost Analysis, Recommended Schedule Cost Analysis, Intraday Management Assessment. This phase involves evaluating your current schedule model, providing a cost assessment, and identifying areas for improvement to optimize your contact center’s scheduling and staffing practices.
Solution Assessment, Solution Procurement (if needed). In this phase, the Solid Rock Consulting team assesses your contact center’s system landscape, recommends new tools and solutions to support your operations, and provides support for procurement and implementation.
Project Wrap. During this phase, the team wraps up the project, provides a final report, and conducts a knowledge transfer to ensure that your organization is equipped to continue to optimize your contact center operations effectively.
Program Maintenance, WFM Team Support/Mentorship (Up to 8 hours a month). This final phase is focused on ongoing support, mentorship, and program maintenance to ensure that your organization continues to realize the benefits of the WFM Accelerator Program long after the engagement is complete.
Why Choose the WFM Accelerator Program?
A well-executed workforce management strategy helps businesses to reduce costs, enhance customer satisfaction, and improve overall performance, enabling them to thrive and succeed in a highly competitive market.
“We strongly believe that the financial benefits of the WFM Accelerator Program will outweigh its cost, resulting in greater cost savings for your business.”
The WFM Accelerator Program is designed for organizations that want to:
Investing in the WFM Accelerator Program is a smart choice for businesses!
The WFM Accelerator Program is a smart choice for businesses seeking to enhance their contact center operations and realize substantial financial benefits through significant operational improvements and cost savings.
Who Should Invest in the WFM Accelerator Program?
The WFM Accelerator Program is designed for a wide range of organizations that operate contact centers or customer service departments. The program is ideally suited for:
Why Solid Rock Consulting?
At Solid Rock Consulting (SRC), we pride ourselves on our extensive expertise in Workforce Management (WFM) and Contact Center as a Service (CCaaS) solutions.
Our team of professionals combines industry knowledge and hands-on experience to help organizations optimize their contact center operations and deliver exceptional customer experiences.
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