About the product
Our Workforce Management (WFM) and Quality Specialist Services create active intelligence as a positive catalyst for total business and customer experience transformation.
Our Specialist Operational Support Services perform the role of a “Cortex” within the Contact Centre – providing superior, forward thinking active intelligence which equips key contact centre stakeholders to take targeted, meaningful action to affect and transform the service experience offered to their customers.
We use the most innovative tools and advanced analytics to optimise customer journeys to mine intelligence for targeted optimisation and value creation opportunities.
Our WFM and Quality specialist services include the functional management of WFM and/or Quality services through outsource as well as specialist consulting, training and best practice analysis.
With numerous local and international awards under our belt for both our Quality and WFM services, Merchants is renowned for being the hub of specialist WFM and Quality expertise.
Our Specialist Operational Support Services perform the role of a “Cortex” within the Contact Centre – providing superior, forward thinking active intelligence which equips key contact centre stakeholders to take targeted, meaningful action to affect and transform the service experience offered to their customers.
We use the most innovative tools and advanced analytics to optimise customer journeys to mine intelligence for targeted optimisation and value creation opportunities.
Our WFM and Quality specialist services include the functional management of WFM and/or Quality services through outsource as well as specialist consulting, training and best practice analysis.
With numerous local and international awards under our belt for both our Quality and WFM services, Merchants is renowned for being the hub of specialist WFM and Quality expertise.
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