Workforce Management
Workforce Management (WFM) is the backbone of an efficient contact center, ensuring the right agents are in place at the right time to balance service levels, costs, and employee experience.
Yet, over 90% of WFM organizations are sub-optimized, missing daily opportunities to modernize and drive efficiency. Outdated forecasting, rigid scheduling, and ineffective real-time management lead to staffing gaps, agent burnout, and frustrated customers.
At Kyōdō Solutions, we go beyond traditional WFM—as founders of WFM Labs, the industry’s premier think tank for next-generation workforce strategies, we leverage the WFM Labs Maturity Model™ framework to benchmark your WFM function and chart a clear path forward—helping your team advance, regardless of size or complexity.
Whether you need ongoing WFM support or a one-time Health Check, we help reduce costs while elevating both customer and employee experiences—turning WFM into a strategic advantage for your business.
Forecasting & Capacity Planning Review
Contact center success starts with risk-based capacity planning & accurate forecasts. We assess your capacity plan process, trend accuracy, and forecasting methodologies to improve workforce alignment, ensuring the right agents are available at the right time.
Shrinkage & Occupancy Analysis & Optimization
Poorly managed shrinkage and occupancy create staffing inefficiencies that impact service levels and agent workload. We analyze planned vs. unplanned shrinkage, assess occupancy targets, and implement strategies to balance workload distribution—ensuring agents are neither overwhelmed nor underutilized.
Scheduling & Intraday Optimization
Inefficient schedules drive under & overstaffing, burnout, and service level failures. We refine your scheduling processes, implement schedule quality measures, and leverage intraday automation to improve efficiency and agent experience.
AI & Automation in Workforce Management
Leverage AI and automation to optimize workforce operations. We assess your current WFM technology stack, identify gaps in automation, and recommend AI-driven solutions for scheduling, forecasting, and real-time adjustments. Our approach improves both cost efficiency and service levels.
Real-Time & Command Center Strategy
A strong real-time management approach keeps service levels on track through proactive measures. We evaluate your ecosystem monitoring, escalation protocols, and command center structure to improve response times and reduce service disruptions.
WFM Maturity Model™ & Applied Mastery
Move beyond training—develop your WFM team into strategic leaders. We assess your maturity level, coach real-world critical thinking, and build your team’s influence across operations, frontline, and leadership. Learn more about our hands-on Applied WFM Mastery program
Contact Us
Struggling with inaccurate forecasts, inefficient scheduling, or real-time management challenges? We’re here to help optimize your WFM strategy for better staffing efficiency, reduced costs, and improved employee and customer experiences.
Get in touch today—schedule a free WFM assessment or reach out below to discuss your specific challenges!