Alteram: Expert Guidance Helps South African BPO Firm Mature & Improve Operations

Overview

When Alteram decided on the NICE Workforce Management (WFM) solution, they faced a drastic shift in how they operated. Their old model relied heavily upon Excel, making itdifficult to forecast, schedule and track performance metrics. With Value Realization Services (VRS) experts from NICE, Alteram implemented best practices and introduced an effective long-term plan to grow its BPO business.