Workforce optimization

Your contact centre is rapidly evolving as new technologies change customer interaction. Employees in customer-serving roles are no longer located in one place, and you face numerous challenges when managing tasks over the phone, the Internet or through interactive voice response.

Your customers want consistency, whether they use the contact centre, the branch, social media or self-service channels. To excel at multi-channel service, you need to ensure that all channels operate in a single, virtual service arena. Only through a streamlined CRM and workforce optimization strategy, can you offer a consistent customer experience.


 Dimension Data's workforce optimization solutions will help you ensure the right skills are in the right place at the right time, to deliver the highest standard of customer experience at the lowest cost.

Workforce optimization enhances operational performance by focusing on these four areas:  

  • Workforce management helps you forecast work volumes based on historical trends, so you can schedule your employees and monitor their activities in real time. 
  • Competency management is all about ensuring that you have defined and deployed competency frameworks for all levels in the workforce, so you'll up-skill and promote employees appropriately.
  • Quality management uses voice recording technology and coaching modules to offer you a framework for monitoring interactions and ensuring a consistent customer experience.
  • Performance management measures the performance of your staff against key performance indicators in real time, with the results easily accessed on desktop dashboards and configured for all organizational levels.




  • 2017 Global Customer Experience (CX) Benchmarking Report

    Digital crisis or redemption: The uncomfortable truth


 ​You can expect our workforce optimization solutions to deliver the following benefits:

top-line revenue growth resulting from higher customer satisfaction and reduced attrition, and increased point-of-sale revenue created by improved service level management
improved operational management of your employees, their time and their attendance
increased employee productivity including on-phone productivity, agent-scheduling productivity, shrinkage management (less 'time theft'), and management efficiency
lower operating expenses including employee attrition costs, overtime costs, functional training costs and telecom costs
return on investment in the range of 400–600%, which results in payback periods of four to six months
What we offer


Through discussion and interactive learning, our Contact Centre Development Model helps you better understand and define your current stage of development according to operational and strategic criteria, including workforce optimization. We assist you in envisioning your desired future state and creating a detailed development roadmap to take you there.

Our Contact Centre-as-a-Service (CcaaS) offering is a new way to access the technology you need to achieve the most effective customer management operations – without upfront capital investment, underutilized assets or wasted capacity.

We also offer a range of contact centre solutions  to help turn your contact centre into a competitive advantage.


Latest thinking



Why work with Dimension Data?


We reach over seven billion customers a year via contact centres and self-service channels which we've built, designed, implemented, integrated, managed or consulted on.
We've designed, built and managed over 500 contact centres around the globe.
We've deployed over 30,000 workforce optimization seats worldwide.
We have an extensive history of partnerships with multiple vendors, including Cisco, Genesys, Avaya, Verint and NICE.