Your WFM Software Isn't The Problem.
The gap behind it is.
Your WFM analyst just gave notice. Your forecasts are still missing the mark. Agents are drifting out of adherence and nobody catches it until the service-level report lands, weeks too late to fix.
We don't sell you another platform. We step inside the one you already have and run it the way it was meant to be run. No hiring cycle. No 90-day ramp-up. No coverage gap.
- Forecasting and capacity planning
- Schedule building and maintenance
- Real-time adherence, eyes on glass
- Intraday calls on breaks and coverage
- Exceptions, absence and time off
- Reporting and system administration
You bought the platform. Nobody's running it.
A WFM system is only as good as the people operating it. Without daily ownership, forecasts drift, schedules go stale, adherence slips unnoticed, and the capacity you're paying for quietly disappears.
These are the six conversations we have with contact center leaders every week. Tick the ones you recognise.
- "We can't find or keep a qualified WFM analyst."
- "Our forecasts are off, and scheduling feels like guesswork."
- "We don't find out about adherence problems until it's too late."
- "Nobody manages the day once it starts."
- "Exceptions and time-off requests eat our supervisors' day."
- "We're paying for capacity we're not using, and we don't know where."
None of that shows up on a P&L line. All of it shows up in your margin.
Every part of a WFM program, run by people who built one.
Take the whole program or just the piece you're missing. Round-the-clock access to WFM experts, integration specialists and industry veterans, working inside your platform.
Strategy and setup
- Advice on choosing and evaluating the right WFM solution
- Configuration of teams, agents, skills and queues
- Scheduling rule development and best-practice rollout
- Precise data integration into your WFM system
Forecasting and scheduling
- Labor forecasting across voice and digital channels
- Capacity planning, scenario modelling and staffing recommendations
- Schedule building and maintenance that cuts gaps, overlaps and rework
- Shrinkage and omnichannel demand built into the plan
Real-time operations and analytics
- Eyes on glass: real-time adherence and service-level monitoring
- Intraday adjustments, exceptions, absence and time off
- Reporting, analytics and efficiency audits leadership can act on
- Cost analysis, budget planning and system administration
Full WFM outsourcing, or just the slice you're missing. Most clients hand over the whole daily operation. Some keep their analyst and bring us in for forecasting, real-time coverage or audits. Both work.
Exactly what you hand over, and exactly what you keep.
No vague "managed service". This is the line, function by function, agreed before we start and reviewed as your operation changes.
| WFM function | You keep | Together | FrontLogix owns |
|---|---|---|---|
| WFM strategy and business goals | |||
| Platform selection and evaluation | |||
| Configuration of teams, agents, skills and queues | |||
| Scheduling rules and policy | |||
| Labor forecasting and scenario modelling | |||
| Schedule building and maintenance | |||
| Real-time adherence and service-level monitoring | |||
| Intraday management of breaks, lunches and coverage | |||
| Exceptions, absence, tardiness and time off | |||
| Capacity planning and hiring recommendations | |||
| Reporting and analytics | |||
| Cost analysis and budget planning | |||
| Day-to-day system administration | |||
| Agent coaching and performance conversations | |||
| Vendor and licence relationship |
Want this mapped to your operation?
Thirty minutes, and you'll leave with a clear view of which of these functions we'd take on first and what that changes.
What "managed" actually looks like, hour by hour.
Not a monthly check-in. A running operating rhythm inside your platform.
Every 15 minutes
Adherence and service level watched live. Drift is corrected before it reaches the SLA report.
Every day
Intraday calls on breaks, lunches and coverage. Exceptions and time off cleared.
Every week
Forecast versus actual reviewed, schedules published, shrinkage and overtime checked.
Every month
Capacity plan refreshed, cost and budget reviewed, leadership reporting issued.
Every quarter
Operational audit: where capacity is still leaking and what closing it is worth.
"We already have someone in-house. What would you even add?"
FrontLogix was founded by the team behind Monet Software, one of the first cloud-based workforce optimization platforms for contact centers, later acquired by Verint Systems (NASDAQ: VRNT) in 2019.
A number like that compounds fast across a full year of payroll.
We're not here to replace good people. We're here to do what even good people can't do without 20+ years of pattern-matching behind them.
Not another licence. Not another headcount.
Operational ownership.
Hire your way out of it
- Three to six months to recruit, then months more to ramp.
- One person's capacity, one person's experience, one person's holiday calendar.
- Full salary, benefits, tooling and training on your books.
- When they leave, the whole cycle starts again.
- Meanwhile the platform sits half-used and the leaks keep running.
FrontLogix WFM-Managed Services
- Live in your platform in a fraction of the time, with no coverage gap.
- A team with decades of cross-industry pattern-matching, always covered.
- A predictable monthly subscription at a fraction of a fully loaded hire.
- Recruiting, training and turnover risk sit with us, not you.
- The platform you already bought finally earns its keep.
Option B starts with one call.
We'll look at your current adherence, forecast accuracy and shrinkage, then tell you honestly whether a managed program is worth it for you.
A model built for momentum, not lock-in.
We'd rather earn the next month than trap you in a three-year agreement. The engagement flexes with your operation: seasonal peaks, new channels, new sites.
- No upfront investment, just a predictable monthly subscription
- No long-term contract
- Senior-level WFM expertise at a fraction of an in-house hire
- No hiring, training or turnover risk on your side
- Scale up or down as your operation changes
Workforce management isn't something we do. It's what we're built on.
FrontLogix grew out of the legacy of Monet Software, the industry's first cloud-based workforce optimization solution for contact centers. After Monet's acquisition by Verint Systems (NASDAQ: VRNT) in 2019, FrontLogix was created to carry that expertise forward.
Two decades of WFM
Forecasting, scheduling, adherence and analytics, across every channel.
Platform-agnostic
We run your system, whichever one it is. We have no product of our own to push.
Operators, not advisors
We don't hand you a deck. We take the daily work and own the outcome.
We work inside the system you already own.
No migration. No new licence. No rip-and-replace.
Questions buyers ask us
What are WFM-managed services?+
An external team of workforce management specialists runs the day-to-day operation of your existing WFM platform: forecasting, scheduling, real-time adherence monitoring, intraday management, exception handling and reporting. That happens instead of you hiring, training and retaining that capability in-house.
Do we have to change our WFM software?+
No. We work inside the platform you already own. If you're still choosing a system, we'll advise on selection too, without pushing a product of our own.
How fast can you start?+
There's no 90-day ramp-up. We onboard into your platform and start running the daily cadence in a fraction of the time an internal hire would take to reach full productivity.
How is this different from hiring a WFM analyst?+
An in-house analyst gives you one person's capacity, one person's experience and one person's availability, plus recruiting cost, ramp time and turnover risk. Managed services give you a team with decades of cross-industry pattern-matching, continuous coverage, and no hiring risk, at a fraction of the fully loaded cost.
Can you work alongside our existing WFM team?+
Yes, and often that's the best outcome. We regularly work alongside in-house analysts, taking the operational load and the specialist depth while your team keeps the business context. The coverage matrix above is how we agree the split.
What does it cost?+
A predictable monthly subscription with no upfront investment and no long-term contract. Pricing depends on the size of your operation and the scope you want covered. A discovery call is the fastest way to get a real number.
Is workforce management part of HR?+
It overlaps. WFM covers workforce planning, scheduling, time and attendance tracking, and performance management. Those functions sit with HR in some organizations and with contact center operations in others. In a contact center, WFM is typically an operations discipline with an HR interface.
Every week without proper WFM oversight is a week of leaking margin.
You don't need to switch platforms. You don't need to make a hire. Book a 30-minute discovery call and we'll tell you what a managed program would realistically change, before you commit to anything.