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Workforce Management (WFM)

Workforce management (WFM) helps you to optimise workforce productivity through insightful planning. Our WFM specialists use the most innovative tools and advanced analytics, to deliver insights that can be turned into value for your business. As well as taking care of your functional WFM needs, we also offer specialist consulting, WFM training and best practice analysis.

Cortex Service Offering – WFM

Best Practice Alignment Analysis

Health Check Analysis

Landscape Analysis

Deep Dive Analysis

Best Practice & Benchmarking Alignment Analysis

Functional Consulting & Training

Framework Design

Operational Improvement Consulting

Forecasting Fundamentals

Workforce Management process

Delivery of WFM Function

WFM Operational Processes

Shrinkage Science

Commercial Forecasting

Short and Long-term Forecasting

Recruitment Views

Operational Improvement Solutions

Definitions and Calculations

Omni or Multi-channel environment management

Short, medium and long-term planning

Capacity management

Partnership for growth

By working with Merchants, your business will enjoy: access to award-winning WFM skills and expertise, reduced costs and maximised productivity levels as well as forward-thinking active intelligence for better planning.

Transform your customer service experience

Our Specialist Operational Support Services perform the role of a “Cortex” within the Contact Centre – to provide superior, forward thinking active intelligence. We equip key contact centre stakeholders with insights that empower them to take targeted, meaningful action to transform the service experience.

Superior capacity planning

We’ll help you plan your workforce capacity in the short, medium and long term. Using data-led insights, we’ll help you develop and optimise your workforce productivity. It’s how we help you improve your customer experience and deliver business value.

Flexible options to suit your needs

As well as providing outsourced WFM specialist operational support services, we offer specialist WFM training for your team, performance analysis and forecasting optimisation initiatives. With many local and international awards under our belt for our WFM services, Merchants is proud to be a hub of specialist WFM expertise.