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Workforce management solutions (WFM)

Our Workforce Management Solutions match agent supply to call demand to ensure we deploy valuable resources to reduce costs and improve customer service. Our solutions are available as hosted and managed services as well as traditional customer premises equipment.

Our Solutions and services maximize productivity and manage service levels better by managing all forms of contact from voice calls to emails, letters and faxes.

We manage resources with skill types to leverage skills based routing investments, improving customer service through first call resolution within service level constraints and gaining multiskilling efficiency.

Our training team at iTalk represent many years of experience with a blend of expertise across the full range of technology and applications. Each member of the training team spends time in the field with customers, gaining first-hand experience, so they understand the requirements and focal points, that need to be addressed by our training programmes.