Workforce management in contact centres

Workforce management in contact centres

Our group of experts in workforce management optimization offers a comprehensive range of consulting services to meet businesses’ operational requirements.

Our services »


Today, the success of customer contact centres requires a qualified and motivated workforce.

SSA comprises a team of instructors certified by the major providers of workforce management software, providing training on market-leading software such as:

– Aspect Workforce Management
– NICE IEX Workforce Management
– Interactive Intelligence Interaction Optimizer

In addition to the standard training of its providers, SSA offers a personalized course curriculum aimed at all aspects of workforce management. Courses focus on terminology, methods, and concepts underlying workforce management in customer contact centres, going well beyond basic software knowledge.


Consulting and optimization

Our team of experts optimizes performance management of best practices in workforce management, taking into account the developments in technology and the emergence of new communication channels.

Our mandate is to guide you through the following:

  • Analyzing and diagnosing your organizational structure
  • Developing and implementing your processes and tools
  • Implementing your optimization plans


Project management

SSA carries out the implementation or upgrade of your workforce management solution. You can thus benefit from industry experts who help ensure the success of your project.


Support centre

SSA support is not only about problem-solving, it’s about:

  • Bilingual support;
  • Proactive service aimed at prevention and knowledge transfer;
  • Continuous search for solutions to provide alternatives;
  • Peace of mind: we manage escalations with providers while you focus on your core operations.


Our partners and products »



Aspect Workforce Management

NICE Systems

IEX Workforce Management


I3 Interaction Optimizer


Max-Antoine Fleurentin -
Manager, Workforce Management

Citizens Bank, Vancouver

"We’ve been working with SSA for many years because they are highly knowledgeable, specifically when it comes to workforce management. They are highly competent specialists. [...]"
Read the full testimonial

Marco Desbiens - Manager

Business Analysis, Customer Contact Centre Support – Telus Team Member

"SSA experts effectively supported our team to facilitate the prompt delivery of our project. They encouraged information sharing by leveraging employee competencies and sharing their own experience and knowledge of the customer contact centre environment. [...]"
Read the full testimonial