Growing customer expectations and shrinking budgets, contact centres are struggling to delivery better services whilst keeping costs down. Workforce planning and optimisation strategies are a great way of unlocking value that already exists within your current resources, creating value with low to no investment.
Our Workforce Management (WFM) consultancy helps you do more with what you already have. We work with your team to improve forecasting, resource planning and shift alignment, so you can unlock capacity, reduce wasted effort and improve performance. We ensure that you are maximising the resources you have and prepare you to get the most from your tech stack.
Optimise scheduling by aligning resources to forecasted demand using workforce management software or analytics. Improve service levels and reduce schedule inflexibility.
Use real-time workforce analytics to manage intraday performance, rebalance workloads and maintain service levels throughout the day.
Improve call volume forecasting and translate demand into a clear, achievable resource plan. Get better visibility across every channel and staffing scenario.
Understand performance using actual data, avoiding assumptions entirely. Identify blockers, optimise workloads, and improve output with agent productivity insights.
Minimise disruption from demand spikes, staff shortages or system issues. Build response strategies that use smart planning to recover faster and more cost-effectively.
Use contact centre benchmarking to define the right targets by channel. Balance cost, customer experience and capacity with a data-led approach.
Create reliable staffing plans informed by workforce forecasting tools, seasonal trends and your wider CX strategy. Adapt quickly to changes.
Measure your WFM performance against industry standards. Use WFM KPIs to spot training gaps, upskill your team and embed best practice across planning and operations.
At FourNet, we take a structured, insight-led approach to workforce management consulting. Rather than just improving schedules or headcount, we focus on three layers of optimisation, each designed to help you unlock more from your people, processes and tools.
Before you can improve performance, you need to understand it. We help you align workforce data, systems and metrics to create a connected, accurate view of operations. This includes reviewing your WFM tools, fixing broken reporting, and identifying inefficiencies across teams.
Once you have reliable insights, we help you understand how each agent is working and where they add most value. We analyse role alignment, productivity and channel efficiency to place the right people on the right work. Targeted, data-led coaching ensures they improve over time.
Finally, we review the interaction itself. We assess where customer effort, escalation or transfer rates are high, and show how to improve outcomes with smarter workflows, better content and real-time agent support.
£950k
saved annually
90%
reduction in call wait times
84%
more calls answered per paid hour
4,000
more customer queries resolved weekly
50%
reduction in call abandonment rates
90%
CSAT score
12%
reduction in AHT
50%
reduction in paid sickness
Get Results in Days, Not Months
Whether you're exploring workforce planning, trying to reduce burnout, or simply want to boost performance, we'll help you unlock fast results.
Talk to us about how our Workforce Management Assessment can benchmark your performance, identify opportunities for savings, and build a roadmap to improvement.
You don’t need a big budget to start transforming your operations. We have developed a self-funding digital transformation model that helps organisations release savings through smarter workforce strategy. Those savings can then be reinvested into the technology, tools or changes needed to drive long-term improvement.
It’s a practical way to get started, reduce risk and build momentum, all while showing measurable results.
Newcastle City Council’s Journey Toward Contact Centre Transformation
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