Workforce Management

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WFM = Right People, Right Skills, Right Time

Our WFM solutions ensure your contact centre always has the right number of people with the right skills, doing the right tasks at the right time. So you can accurately forecast staffing requirements and manage your workforce for optimal performance and operational efficiency.

60 Days Free Licensing

Effective forecasting of the people you need, with the right skills, to meet your customer’s requirements is a challenge at any time, but is even more pronounced now we are all remote working. We are providing our entry level WFM solution free for 60 days.
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Cost-Effective CX

Staying competitive means getting the best results at the lowest cost. Workforce Management effectively ensures you don’t understaff or overstaff – ensuring consistent customer service quality without wasting resources.

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WFM

VIDEO ON-DEMAND

Hear our WFO experts discuss managing and supporting your home workers.
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Predict the Unpredictable

Only with accurate forecasting of future customer demand can you determine how many colleagues with which skills you need available where, when and at what cost. By blending historical data, seasonality, behaviour trends and ‘what if’ scenarios, WFM creates accurate long-term forecasts for all your interaction channels and ensures SLAs are met.

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EX = CX

Delivering great customer experience starts with motivating and retaining skilled employees. WFM enables employees to personalise their schedules, while also tracking performance and highlighting training requirements. These features support a healthy work-life balance, retain expertise and creates happier customers.

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VIDEO ON-DEMAND

Hear our WFO experts discuss the top workforce management pitfalls and how to solve them.

Ready, Set, Go

WFM connects easily with hundreds of CRM, payroll, HR and WFO solutions to automate tasks and deliver meaningful reporting and simplified scheduling. Flexible licencing and cloud options mean you can get up and running quickly.

How Can We Help?

4 step process for capacity and resource planning

Forecast

Create a demand forecast using historical data and predictions of all interactions across all channels.

Staffing

Use the demand forecast to determine your staffing requirements.

Schedule

Match customer demand with your agents’ skills and availability. WFM supports preferences, shifts and working laws.

Improve

Optimise future forecasts by comparing forecast activity with real-time demand and adherence.

We support contact centres of all sizes to choose and deploy the right WFM system. Well implemented WFM will deliver significant benefits including:
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Proven Return on Investment in less than 6 months

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In some cases, 50%+ call deflection to help to drive down costs

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Improved NPS as customers have access to better information and a quicker service

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Better quality agents – Free up more capacity to train and mentor staff

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Easy internal access to the knowledge management system

We Can Help with your WFM Planning and Implementation

It’s all about assigning the right people with the right skills to the right job at the right time to meet demand.

IPI works with industry-leading WFM vendors, including Teleopti and Verint, to ensure the best fit WFM solution for your business, either on premise or in the cloud.

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Latest Updates

News

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PRESS RELEASE: IPI teams up with UK Youth to help young people build bright futures

IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.

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Blog

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The Future of the Contact Centre

The future of the contact centre post Covid-19 – Coronavirus has forced unprecedented change upon the contact centre, testing every prior technology decision and tool…

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Upcoming Event

 

1st October, 2020

This half day event delivers a program focused on delivering a strategic, ROI based approach to digital transformation and cloud migration.

We can design automated outbound campaigns to complement and extend beyond our existing inbound contact centre and outbound agent campaigns. This way, we provide customers the ability to expedite their agent-based interaction and we improve our customer satisfaction levels.

Julian Bond, CIO

We are hugely proud of our call centre and the strides we have made as a team to improve our operations at Hillarys. We are committed to investing in our team to deliver changes that foster better working practices. IPI plays a key role in this, delivering both the underpinning technology and the expertise to drive this part of our digital transformation journey.

Helen Dodds, Head of Contact Centre