Our client is one of the UK’s leading law firms, trusted by individuals and businesses for expert legal advice delivered with clarity and care. With over 3,000 specialists across 21 offices, they combine deep expertise with empathy and a client-first approach to achieve outcomes that inspire confidence.
The Challenge
Implementing a new omni-channel platform for a high-volume contact centre created a pivotal opportunity to modernise resource planning and workforce management. For over two decades, these critical activities had relied on Excel spreadsheets, limiting efficiency and scalability. Introducing Workforce Management functionality will
unlock opportunities to transform planning, reporting and operational practices. To ensure success, Curium was engaged to provide specialist expertise in designing and embedding new ways of working
What We Did
We worked closely with the client to optimise operational performance, workforce planning, and reporting capabilities across the contact centre. Our approach began with a review of daily operational and planning meetings, where we identified and implemented quick-win recommendations to improve collaboration, decision-making, and performance outcomes. We reviewed and validated existing contact centre KPIs, reporting outputs, and resource planning processes against future best-practice requirements, before designing a KPI cascade matrix and balanced KPI suite to align performance measures across all organisational levels and drive consistent focus through daily, weekly, and monthly performance cycles.
Alongside this, we provided specialist expertise to define the requirements for future Workforce Management (WFM) functionality, ensuring it reflected the size and complexity of the operation. This included redesigning reporting visuals to enable more effective real-time and daily performance management, mapping and clarifying all existing Workforce Planning activities to establish a clear operational baseline, and defining roles and responsibilities across both Contact Centre Operations and the Resource Planning team to strengthen accountability and support new platform capabilities.
To support future development, we led the process mapping of all current-state (‘As-Is’) activities and authored the user stories required to shape and prioritise future WFM functionality. Throughout the engagement, we investigated the root causes of operational challenges, providing practical recommendations and actionable insights to mitigate issues and improve performance. We also delivered light-touch coaching and mentoring across different levels of the organisation, helping teams adopt new ways of working and supporting the behavioural changes needed to sustain long-term success.
The Results
We embedded best-practice recommendations to improve the effectiveness and value of daily operational meetings, helping teams make better-informed decisions and collaborate more effectively. To create greater alignment across the business, we designed and agreed a balanced KPI suite that established a consistent performance focus across daily, weekly, and monthly review cycles.
We also defined future Workforce Management functionality tailored to the size, complexity, and operational needs of the contact centre, ensuring the platform could support both current and future requirements. To strengthen accountability and improve ways of working, we clarified the roles and responsibilities of both the Contact Centre Operations and Resource Planning teams.
Throughout the engagement, we investigated the root causes of operational challenges, identifying key improvement opportunities and providing practical, actionable recommendations to mitigate or eliminate issues and drive sustainable performance improvements.
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