Simplify the complexities of today’s workforce with AI-powered tools
The work environment is undergoing a transformation, with the emergence of a hybrid workforce that combines human and robotic elements. As the workforce becomes more digitally proficient, it is important to provide modern experiences that cater to their needs. Flexibility in terms of location, communication channels, and types of work is becoming increasingly vital in today’s work landscape.
A modern workforce needs modern solutions
Empower your employees. Connect work across silos. Deliver real-time assistance.
In order to stay competitive and meet the needs of a modern workforce, it is important to have modern solutions in place. This can include adopting new technologies, implementing flexible work arrangements, and providing training and support to help workers develop the skills they need to succeed in the digital age. It is also important to have clear communication and collaboration tools in place to support remote work and facilitate teamwork and collaboration among employees.
By embracing modern solutions, organisations can better support their workforce, improve efficiency and drive business success.
Transform your processes and technology
With our combination of operational consulting expertise and market-leading tools, we can help you transform processes and technologies in the following areas:
- Resource Planning (WFM) – accurately forecast omnichannel demand, produce flexible schedules that meet the needs of customers and employees, and optimise performance with automated tools and intelligence.
Quality and Compliance (QM) – 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 – gather insight on reasons for contacting, trends, and areas that require improvement from both an employee and process point of view to continuously evolve and improve.
Performance Management and Gamification – increase leadership effectiveness by providing visibility, empower agents to own their performance and ensure motivation regardless of where employees are working from.
Get your Contact Centre fighting fit
- Reduce customer engagement operating costs
- Reduce costs by deflecting calls
- Improve revenue from cross-selling
- Save costs by reducing the average handle time of calls
- Improve employee turnover rates
Our Consultants have extensive expertise in managing workforce engagement
With a proven return on investment that can be achieved in under six months, it’s worth speaking with our experts about how our solutions can help your contact centre drive productivity gains and success.
We understand that true workforce management and engagement is about more than just purchasing software, turning it on and expecting it to magically solve all your problems. That’s why our consulting team bases its advice on real-world operational expertise. Our team is ready to help you deploy WFM/WEM tools and optimise your associated processes, using our best-in-class know-how.
Read our WEM posts
IPI, the Contact Centre specialist, today announced that it has partnered with Verint®, (Nasdaq: VRNT), The Customer Engagement Company™, to deliver a new and complete enterprise-grade Workforce Engagement (WFE) solution portfolio to its clients.
The hybrid workforce is continuing to make waves, two years on from its arrival as the new normal. Today, 83% of workers prefer the hybrid model, and with Contact Centres now adopting the tools to enable agents to efficiently work from home, it has never been easier to meet these employee expectations.