With contact centres embracing remote and hybrid working, it’s clear the traditional workforce model has evolved. Greater flexibility for agents presents new challenges, such as managing complex shift patterns, maintaining visibility, and keeping teams engaged.
Workforce management and engagement solutions are essential for staying ahead.
Workforce Management & Engagement
for the Contact Centre
Workforce engagement solutions and practices are vital to the successful operation of a modern contact centre.
Transform your Workforce Processes & Technology
We combine expert operational consulting with market-leading tools to help you reshape how your contact centre works. Our workforce solutions cover:
Resource Planning
(Workforce Management)
Forecast omnichannel demand with precision, create flexible schedules that suit both agents and customers, and boost performance using intelligent automation.
Quality and Compliance
(Quality Management)
Remove the manual burden from managers and quality analysts by automating the selection and evaluation of interactions across all channels to provide an exceptional customer experience, remove risk, and provide development opportunities for employees.
Speech and Text Analytics
Gain deep insight into customer needs, agent challenges, and recurring issues from Speech and Text Analytics Software. Use this data to refine both employee performance and internal processes.
Performance Management & Gamification
Improve leadership effectiveness by providing visibility, empowering agents to own their performance and ensuring motivation regardless of where employees are working from.
Together, these tools ensure your workforce is efficient, engaged, and ready to deliver exceptional customer experiences.
Solve Workforce Challenges Head-On
Remote and hybrid teams are harder to manage without the right tools. Here’s how workforce management & engagement can help solve today’s biggest issues:
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Low visibility and control: Improve oversight of workloads and quality, even with fully remote teams.
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Unpredictable demand: Accurately forecast and plan, even as digital channels and flexible shifts increase complexity.
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Retention and motivation: Support employee engagement with personalised coaching, growth opportunities, and clear performance goals.
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Rising customer expectations: Make sure every enquiry is handled quickly, efficiently, and by the right person the first time.
Operational Expertise That Drives Workforce Success
Workforce management and engagement aren’t just about installing software. Success comes from aligning tools with real-life processes and goals. That’s why our consulting team uses hands-on operational experience to guide every deployment.
We help you implement, configure, and optimise for lasting impact.
How Workforce Management Can Transform Your Contact Centre
Easy to deploy
Advanced capabilities
Reduction to staff costs
Less agent churn
Boost customer experience
Improved service
WFM systems automate scheduling to ensure you have the right number of people with the necessary skills available at the right time, saving you over 30% in costs.
Helping You Implement Your Workforce Management & Engagement
We partner with industry leaders Verint and Genesys to deliver world-class workforce engagement solutions. These tools are designed to:
- Improve agent satisfaction and performance
- Enable supervisors to lead more effectively
- Enhance customer experience across every channel
- Deliver ROI in under six months
If you’re ready to transform your contact centre and empower your workforce, contact our experts today.
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”
Orla McGivern
Customer and Insights Senior Manager at Northern Ireland Water
“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”
Jonathan Evans
Technology Transformation Manager at Hodge Bank
“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”
Rashpal Degun
Communications Manager at DialAFlight
“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”
Paul Kenyon
Connect Services Manager (Data & Voice)
Latest News & Blogs
News
IPI launches its first partner programme, Evolving Together, to empower UK SMEs with ElasticCX. High margins, AI-powered CX, and tiered partner support.
Blog
AI in Contact Centres is transforming customer experience but on-premise platforms are being left behind. Discover why cloud-native systems are the key to delivering intelligent, AI-driven service.
Upcoming Event
1st October, 2025
AI: The Next Evolution of Heroism is an immersive, one-day event. Through live demos, expert discussions, and real-world stories, you’ll discover how to lead AI transformation from the inside out.
