SERVICES

We distinguish ourselves through our knowledge of workforce management. Besides consultancy that we provide during software implementation at clients, we provide other service that are related to education and solving quantitative questions.

ANALYSE.

Do you have questions concerning workforce planning processes that are hard to answer? Or is there a need to reorganize your business for higher efficiency? CCMATH can help you to obtain efficiency improvement.

RESEARCH.

We have extensive experience with modeling complex business processes. If you need a system with formulas or algorithms to measure the relation between different quantities, we are able to build such system. We have skills and knowledge in:

• Simulation
• Markov processes
• Linear/Integer programming
• Data-mining

TRAINING.

Understanding the underlying principles of WFM improves the quality of WFM decisions. These principles can be understood without knowing the mathematics. Training sessions, with computer experimentation, will already result in many valueble insights. For who: Planners / Forecasters / Traffic managers / WFM consultants & developers

• Call center KPIs and objectives
• Data analysis and statistics
• Forecasting
• Customer behavior (abandonments, redials)
• Single-skill staffing (Erlang C & X)
• Call center simulations
• Shift scheduling
• Traffic management
• Excel and WFM
• Demonstrations WFM tools
• Call routing
• Multi-channel management (blending)
• Dealing with uncertainty
• Outsourcing contracts

SEMINAR.

We deliver seminars on quantitative subjects related to call centers and health care, for example:

• Customer behavior (abandonments, redials)
• Single-skill staffing (Erlang C & X)
• Call center simulations
• Shift scheduling
• Traffic management

IMPLEMENTATION.

When we are involved in projects of clients, we use the following approach to guarantee optimal usage of our mathematical methods:

1. Intake: understand the organization and its need or bottle-neck
2. Analyse: obtain a quantitative understanding
3. Plan: design a proposal for improvement
4. Development: create a detailed description of a solution
5. Roll out/implementation: software deployment
6. Quality control: measure results