Leveraging robotics in the retail customer experience
When most executives think about the role of robots in improving the customer experience they tend to think about Robotic Process Automation (RPA)....
Webhelp’s Resource Planning team aims to create and maintain a confident, engaging and respected capability that enables great service through correctly scaled, people-focused plans and efficient service delivery. We don’t just deliver an industry-leading workforce management (WFM) platform – we develop and manage a full customer service infrastructure to ensure robust tools, processes and governance are in place. All of our actions are aligned to your business needs, in order to leverage system capability, maximise efficiency gains and deliver a world-class planning solution.
A key differentiator in our Resource Planning service is the deployment speed of Webhelp hosted planning solutions. Through a combination of expertise and experience, we can achieve steady-state processing within a couple of days of our initial assessment.
Webhelp’s Resource Planning Lifecycle operates as part of our commitment to continuous improvement and reliably high-quality service delivery.
Our Planning Toolkit has a modular structure, allowing us to support every stage of the planning process while retaining consistency throughout the Planning Lifecycle. There are five elements:
The live intraday pack is updated and managed in real time.
We make extensive use of a range of tools as part of Resource Planning and ongoing service delivery. One key element is our ongoing partnership with Teleopti for WPM. Also factored into our delivery are real-time tools like Genesis and those that are utilised across a range of areas, like Microsoft Excel.
The primary, overarching objective of Webhelp’s Resource Planning team is, and has always been, long-term success for our clients. With this in mind, we undertake considerable planning with carefully chosen aims in advance of the real-time launch of a programme.
In the long term, our Resource Planning service promotes efficiency, leading to improved performance and financial gain. Effective management of people, processes and technology in the context of skilled planning can lead to a complete and highly positive transformation not only of the way you conduct your business, but of the way your people view their roles.