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Workforce management solutions

Maximise efficiency and workforce productivity to shape excellent customer and employee experiences.

Achieve peak performance with Datacom's workforce management.

In a constantly evolving digital age, customers expect instant and consistent interactions — getting the right support at the right time is essential to maintaining a positive brand reputation.

Fast and effective workforce solutions require the correct data, deep expertise, discipline, tools and systems.

Datacom’s workforce management practice provides you with a solution that considers all stakeholders throughout the planning and execution lifecycle. We provide a wide range of services for industries and organisations, including multichannel front-office contact centre, technical service desk, back-office workforce management and cost-based optimisation.

Our team of experts possess deep domain expertise across different industries and bring unique perspectives and insights, enabling your organisation to tackle complex challenges and deliver innovative solutions to ensure service experiences expectations are met — quickly, easily and effectively.

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From awareness to action
Real-time management
Enhanced customer experience
Improved employee engagement
Continuous improvement
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From awareness to action

Datacom expertly aligns planning, scheduling and intra-day management in accordance with service experience targets to provide accuracy, minimise waste and deliver value for money for different business environments, including workforces operating in deskless environments.

Man and woman looking at laptop
From awareness to action
Light Blue tick icon

From awareness to action

Datacom expertly aligns planning, scheduling and intra-day management in accordance with service experience targets to provide accuracy, minimise waste and deliver value for money for different business environments, including workforces operating in deskless environments.

Real-time management

Real-time management

Enhance efficiency by enabling immediate response to changing demands. Through continuous monitoring of workforce activities, you can quickly identify and address bottlenecks or resource gaps, ensuring optimal productivity. Making informed, real-time decisions improves resource allocation, reduces operational costs, and enhances overall workforce performance.

Enhance your customer experience

Enhance your customer experience

Strategically schedule and allocate tasks to ensure that skilled personnel are available to address customer needs promptly. Automation of routine tasks and real-time monitoring enables agile responses to demand fluctuations, minimising wait times and elevating service quality. 

Improve your employee engagement

Improve your employee engagement

Invest in employee satisfaction through user-friendly tools, training and clear communication channels to contribute to a positive work environment. Aligning staffing levels with customer demands and prioritising employee engagement results in consistently exceptional customer experiences.

Continuous improvement

Continuous improvement

Achieve continuous improvement with regular performance analysis, feedback loops and implementation of data-driven insights. By conducting regular reviews of key performance indicators (KPIs), we help identify areas for optimisation and implement targeted strategies for improvement. Establishing a culture of open communication and ongoing employee feedback helps adapt policies, refine processes, and proactively address challenges, fostering a dynamic environment.

Our expertise includes

Our partners

Datacom brings over 30 years' experience managing and delivering customer experience solutions.

Driven by our passion for delivering extraordinary value, we are deeply committed to providing reliable and consistent customer experiences.

We proudly hold the COPC WFM Best Practice certification, adhering to global best practices that enable us to provide our clients with top-tier solutions that drive efficiency, productivity and customer satisfaction.

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