Helping you to:
Improve customer service | Improve employee experience | Increase customer retention | Identify opportunities for agent training | Understand agent interactions |Book a Discovery Call
As organisations increasingly compete based on customer experience (CX), contact centre performance has become a critical business focus. Whilst the right workforce management (WFM) solutions can help you allocate your resources so you’re prepared to meet demand, this only covers a fraction of contact centre performance.
Quality management solutions give your business the tools you need to continuously measure and monitor agent performance, assess the depth and quality of customer interactions, and drive continuous improvements.
Improve the customer experience, maximise agent performance and reduce evaluator effort with our quality management software. Track and manage the quality of interactions, analyse customer experiences and identify where improvements could be made with a straightforward evaluation and review solution.
Automated delivery of interactions
Modernised custom form manager with searchable question bank and drag-and-drop design
Screen and call recording
Dispute arbitration workflows
An easy-to-use quality management solution with agent-centric features to improve your customer and agent experience, and optimise internal processes.
See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.Read More
Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.Read More
Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.Read More
See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.Read More
See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.Read More
Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.Read More
Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.Read More
musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.Read More
Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.Read More
Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.Read More