PulseOps
Developed a predictive workforce management platform with accuracy improvement, real-time workforce planning, and a unified dashboard for KPIs, filters, and scenario simulations—optimizing support operations end-to-end.
CLIENT
Zeta
CLIENT
Zeta
Role
UX Designer
Role
UX Designer
Team
Product Management
Team
Product Management
Background
Background
Background
Zeta, a global financial services company, manages a large customer support operation with 750–1200 agents. Their current workforce management relies on a macro-based Excel tool, which lacks scalability and predictive intelligence.
This results in:
Manual effort in forecasting support volume
Inefficient staffing decisions
Reactive rather than proactive operations
Zeta, a global financial services company, manages a large customer support operation with 750–1200 agents. Their current workforce management relies on a macro-based Excel tool, which lacks scalability and predictive intelligence.
This results in:
Manual effort in forecasting support volume
Inefficient staffing decisions
Reactive rather than proactive operations
Zeta, a global financial services company, manages a large customer support operation with 750–1200 agents. Their current workforce management relies on a macro-based Excel tool, which lacks scalability and predictive intelligence.
This results in:
Manual effort in forecasting support volume
Inefficient staffing decisions
Reactive rather than proactive operations
Our Solution
Our Solution
Our Solution
🤖 Predictive Workforce Management Platform
Integrating AI-powered forecasting with a visual, interactive UX dashboard to optimize people, performance, and planning.
🔮 Predictive Case Volume Forecasting
📈 ML models trained on historical incident data.
🌍 Breakdowns by language, region, product, and channel.
🎯 Accuracy goal: >10% improvement over current forecasts.
⚙️ Automated Workforce Planning
⏱️ Real-time staffing recommendations and alerts.
🧭 Smart shift scheduling & reallocation suggestions.
🔔 Proactive notifications for capacity changes or surges.
📊 Unified Dashboard UX
🧮 KPI Panels: Predicted vs Actual Volume, Utilization, SLA Adherence.
🎛️ Interactive Filters: Channel ▪️ Region ▪️ Language.
🧠 Scenario Simulation: Test “what-if” staffing scenarios (e.g., sudden case spikes).
🤖 Predictive Workforce Management Platform
Integrating AI-powered forecasting with a visual, interactive UX dashboard to optimize people, performance, and planning.
🔮 Predictive Case Volume Forecasting
📈 ML models trained on historical incident data.
🌍 Breakdowns by language, region, product, and channel.
🎯 Accuracy goal: >10% improvement over current forecasts.
⚙️ Automated Workforce Planning
⏱️ Real-time staffing recommendations and alerts.
🧭 Smart shift scheduling & reallocation suggestions.
🔔 Proactive notifications for capacity changes or surges.
📊 Unified Dashboard UX
🧮 KPI Panels: Predicted vs Actual Volume, Utilization, SLA Adherence.
🎛️ Interactive Filters: Channel ▪️ Region ▪️ Language.
🧠 Scenario Simulation: Test “what-if” staffing scenarios (e.g., sudden case spikes).
🤖 Predictive Workforce Management Platform
Integrating AI-powered forecasting with a visual, interactive UX dashboard to optimize people, performance, and planning.
🔮 Predictive Case Volume Forecasting
📈 ML models trained on historical incident data.
🌍 Breakdowns by language, region, product, and channel.
🎯 Accuracy goal: >10% improvement over current forecasts.
⚙️ Automated Workforce Planning
⏱️ Real-time staffing recommendations and alerts.
🧭 Smart shift scheduling & reallocation suggestions.
🔔 Proactive notifications for capacity changes or surges.
📊 Unified Dashboard UX
🧮 KPI Panels: Predicted vs Actual Volume, Utilization, SLA Adherence.
🎛️ Interactive Filters: Channel ▪️ Region ▪️ Language.
🧠 Scenario Simulation: Test “what-if” staffing scenarios (e.g., sudden case spikes).
