Workforce Engagement Management

The Agent of Change

When your agents are happy, your customers are happy – and your managers are delighted.
Make smarter decisions with intelligent Workforce Engagement Management tools from IPI.

Workforce Management (WFM)

Optimising your workforce can seem like a dark art. IPI solutions shine a light on the needs of your agents, customers and organisation, giving you a clear path to the optimal resourcing for every season.

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Gamification eBook

Motivation comes in many forms, but one proven method lies in turning an activity into a pseudo game and rewarding participants. This is gamification in its simplest form – the art of applying the principals of game play (point scoring, rules and competition against other participants) to other activities to increase engagement.

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Call Recording and QM

Compliance, performance management and customer experience optimisation are transformed by the latest generation of call recording and quality monitoring solutions. Review more calls in less time, and make the most of opportunities to share learnings with agents and gradually improve their performance.

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Optimised Experiences

Contact centres are challenging environments.
Our Workforce Engagement Management solutions are designed to help you improve the working lives of your agents while also improving the experience for your customers – and also giving your supervisors and managers the tools they need to motivate, develop and train a workforce that’s ready for anything.

Speech and Text Analytics

Artificial intelligence provides new opportunities to harvest your call and chat logs so you can improve compliance, customer experience and agent performance. You can mine your existing resources for insights into customer interactions, agent performance, challenges, successes and much more.

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Wallboards

Bring your data to life with wallboards that motivate agents, advise managers and give supervisors a strategic and operational overview of contact centre performance. Our decades of experience in contact centres means we can help you implement wallboards that support your team without adding to stress during busy periods.

Explore Wallboards

We can Help with your Workforce Engagement Management Requirements

Our solution will support time-based management of people, resources and operations. Talk to our experts on how your contact centre can experience great productivity gains at a minimised cost.

Latest Updates

News

Gtech Selects IPI to Support Contact Centre Operations

IPI secures three-year contract based on extensive Avaya experience 28 September, 2021 – IPI, the contact centre specialist, today announced that Gtech, an independent British designer…

Customer Success – A key differentiator when selecting a partner

Today’s companies are tuned into the needs of their customers like never before – adopting practices which facilitate a smoother customer journey, both encouraging long-term…

The Changing Face of the Contact Centre - 1 Year On...

19th May, 2021

‘Come out fighting from lockdown - contact centre strategies & lessons learnt’ – The mix of people, process, technology & the market

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“Implementing not one but two new contact centre solutions all whilst working remotely for the first time was something we never thought would be possible. Delivering the end solution with IPI during lockdown enabled us to continue to support both our existing customers and a whole new set of customers in home-schooling parents at a very critical time for education, whilst also making us resilient for the future.”
Zoe Router, Customer Service Director, Findel

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“We offer a key service to the public in debt advice which can be extremely sensitive and with the impending impact of Covid19 we needed to protect our workforce and still provide this essential service to the public. We also needed to ensure our call routing IVR system was still utilised. IPI were excellent in understanding our priorities and very quickly worked in partnership with my team to deliver and configure an AVAYA remote working solution within 48 hours. The extra effort and attention from IPI to insure we were able to continue providing our service from 173 advisers all working remotely and no disruption or changes to our IVR call flow gave us comfort and allowed us to focus on the other priorities in our business.”
Martin Nall – Head of IT, Money Advice Trust

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“Out of all the technology partners in the market it was IPI that impressed us the most with their extensive knowledge of Avaya, highly responsive support services and guidance around deploying the latest digital technologies. IPI’s innate understanding of what makes a contact centre tick and how to optimise operations to obtain the best business benefits have been fundamental to our long-lasting partnership.”
Martin Nall – Head of IT

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“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

IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.

IPI offers industry-leading contact centre solutions, as well as our own portfolio of applications. IPI solutions – available in the cloud, on-premise or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. IPI also offers a range of consultancy and professional services as well as devOps support, delivered by its highly accredited team of contact centre experts.