Workforce Management
Delivered with Confidence
At evcoms, we help organisations get more value from workforce management — whether that’s implementing something new, improving an existing platform, or supporting planning teams under increasing pressure.
Our dedicated WFM Practice works with contact centres of all sizes and complexities, helping teams plan, forecast, and schedule with greater confidence — today and as planning requirements continue to evolve.
Why Organisations Work with evcoms
Many organisations already have a WFM platform in place, yet still experience challenges such as:
forecasts that aren’t fully trusted
manual workarounds and inefficiencies
increasing pressure to support scenario-based decision-making
limited insight for operational and leadership teams
We combine vendor-aligned expertise with independent, outcome-led consultancy to help planning teams and leaders make better decisions with the tools they already have.
Since starting with Aberdeen in a senior planning role last September, I’ve had the chance to work closely with evcoms. Their support has been instrumental in helping us maximise the system’s potential, not just in day-to-day use but in shaping a more efficient and forward-thinking planning approach. With over 20 years in the industry, I’ve rarely seen a partner so proactive — they’ve gone beyond basic support, actively identifying future system improvements that align with our goals. Thanks to their support and input, we’re not just meeting our targets — we’re building the foundations to consistently exceed them
Kevin WyattSenior Planning Analyst, Aberdeen
What Our WFM Practice Supports
Our WFM Practice provides practical, outcome-focused support to:
Review current workforce processes and identify optimisation opportunities
Implement new WFM solutions or improve existing platforms
Align forecasting, scheduling, and intraday management with business goals
Support planning teams with training, best practice, and knowledge transfer
Provide ongoing consultancy to help organisations adapt as requirements change
Whether you’re new to WFM or looking to get more from your current system, our support is designed to evolve with you.
Planning is Changing
Workforce planning is no longer just about producing schedules. Planning teams are increasingly expected to support scenario modelling, respond quickly to change, and provide leadership with confidence in their numbers.
As demand volatility increases and operational models evolve, successful organisations are shifting towards more flexible, insight-led planning approaches.
evcoms works with customers to ensure their WFM platforms, processes, and planning teams are equipped to support this shift — not just today, but as planning expectations continue to grow.
Vendor-Aligned, Product-Agnostic
We partner with leading global WFM vendors and support customers across the major platforms.
Because we’re product-agnostic, our advice is driven by your operational needs — not by a preference for a particular technology.
What This Means for You
Working with evcoms typically helps organisations achieve:
More reliable forecasting – stronger confidence in planning assumptions
Better scheduling outcomes – balancing service goals with employee experience
More effective planning teams – less manual effort, more insight-led work
Improved customer experience – right resources, right place, right time
Reduced cost pressure – smarter use of existing capacity
Ongoing expert support – beyond go-live and into long-term optimisation
