Case Study: Webhelp achieves optimized workforce management with Peopleware

Webhelp - Customer Case Study

Webhelp, a global outsourced service provider specializing in contact centers, faced significant challenges with its previous workforce management tool, which was both over-complicated and lacking. Their forecasting was labor-intensive and inaccurate, schedules were not well-aligned with customer demand, and real-time management was impossible. This led them to seek a new solution, ultimately selecting the Peopleware platform.

By implementing Peopleware, Webhelp gained a cloud-based solution for optimized forecasting and multi-skill scheduling that tightly aligned with customer demand. The results included dramatically boosted workforce management outcomes, maximum efficiency from their multi-skilled workforce, and real-time visibility into key performance metrics. Peopleware provided the automated tools needed to consistently schedule agents optimally, avoid over- and under-staffing, and achieve desired service levels with maximum efficiency.

Webhelp

Sascha Windhaus

Workforce Manager