Leading the Way in WFM and CX Innovation
Global Expertise. Proven Results. Industry Leaders.
Specialising in Workforce Management for global BPOs and Contact Centres of all sizes, we use 20+ years of experience to live our mantra:
Making Today Better Than Yesterday.
A Passion for Elevating Workforce Management Excellence
We elevate the role of the Planner. By moving beyond basic scheduling, we help you lower operational costs and hit your KPIs. Let us show you how to transform your workforce efficiency into customer satisfaction.
Workforce Training
Empower your team to automate workflows, refine internal processes, and reduce operational costs while improving agent satisfaction.
Managed Services
Access to seasoned WFM professionals who seamlessly manage your workload and ensure business continuity during growth or transitions.
Improve Customer Satisfaction
Enhance your service levels by optimising efficiency, ensuring your customers receive a consistent, high-quality experience.
Meet KPI’s
By optimising your WFM processes with our expertise, we help you meet all your KPIs and enhance overall performance.
Forecasting
We ensure accurate forecasting that helps you meet all your KPIs and enhance overall performance. We use events to create forecasting playbooks.
Scheduling
Efficient scheduling is key to meeting your KPIs and enhancing overall performance, taking into account Labour Laws and agent preferences.
An array of resources
Our comprehensive suite of professional services caters to a diverse global clientele, ranging from emerging start-ups to large-scale BPO enterprises.
WFM Training
At desco, our mission is to elevate your Workforce Management Professionals to global industry standards. While we specialize in NICE IEX and Alvaria (formerly Aspect), our training covers core WFM principles applicable to any solution. We empower your team to automate processes, enhance efficiency, and drive cost reduction while boosting both Customer and Agent Satisfaction.
WFM Managed Services
Many organizations excel at high-level planning but struggle when it comes to the day-to-day management of their planning teams. When a key team member unexpectedly resigns, takes leave, or when rapid business growth outpaces your recruitment efforts, the additional workload often overwhelms your remaining staff.
At desco, we provide seasoned, experienced Workforce Management professionals who seamlessly lift that additional workload. We ensure total business continuity and peace of mind until your team member returns or a permanent replacement is found. Look at our WFM in a Box offering.
WFM Consulting Services
Many organizations invest heavily in complex systems but see limited returns on that investment. desco’s experts provide a deep-dive evaluation of your current processes and staff capabilities, delivering a detailed roadmap for optimisation.
Unlike general consultancy firms, desco specialises exclusively in Workforce Management (WFM). We offer targeted, high-impact insights that can save your organisation millions. Let us help you maximise your WFM potential.
Finding the Right Technology Navigating the global market for a new WFM system can be overwhelming. With our extensive experience working with product providers worldwide, we accurately scope your requirements to recommend the best-fit solution for your unique business needs. We can also provide the software and WFM staff in our WFM in a Box offering.
Ready to Elevate Your Workforce Management?
Our vision is to raise the quality of planning to new heights. Workforce Management is about more than just forecasting and scheduling—it is about creating a more efficient workforce, reducing operational costs, and consistently exceeding your KPIs.
Contact us today to discover how we can help you achieve these goals.
Get in Touch Tel: +27 82 995 1720
Email: info@descowfm.com
Website: www.descowfm.com