Proactive Planning Group

Contact/ Call/ Customer Service Center related consulting. We offer services to meet your needs and budget. From comprehensive engagements that define your issues and solutions to contract WFM, we help make your contact center a world class organization. Our focus on knowledge transfer ensures that you not only get the information you need, but develop the skills to make it happen. Center Assessments: Assessment and targeted road map focused on your goals. We even provide the experts that can get you there. We review, observe, and gain understanding of your specific challenges in order to move your center to the next level. WFM Assessment: Whether you are growing or looking to save, understanding the vital role of WFM and correct staffing is critical to customer satisfaction. Our WFM Assessment will identify opportunities and help improve your center's performance. Long Term Planning Models: Do you have the right number of agents? Our customized models identify and explain the staffing you need to meet your customer's needs. Customized Training: Hands-on training programs customized for your center's unique needs and designed to help your team implement learned concepts. Contract WFM and Consulting: Need short term WFM, help with forecasts or an expert in-house? Our contract program allows you to rent an expert. Contracts and MSA Review: Contact/ Call/ Customer Service specific experience with MSA and contract review and negotiation. You don't have to wing it. Our attorney helps independent contractors and centers with their transactional needs.