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.

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

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.

For more information, please get in touch with us.

Let’s Work Together

If you are looking for a business partner that stands by your side and is more than just an Outsource provider. Contact us to find the best way to work together.

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