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Workforce Engagement & Intelligence

The right people. The right place. The right time

Great customer experiences start with engaged, empowered people.

From workforce management and quality monitoring to interaction analytics and ongoing optimisation, we help organisations create high-performing customer service operations that improve efficiency, support employees and deliver better outcomes for customers.

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Product Info

What is workforce management (WFM)?

Great customer experience doesn't happen by accident. It depends on having the right people, with the right skills, available at the right time.

Workforce Management helps organisations ensure the right people are available for customers. By combining demand forecasting, intelligent scheduling and real-time performance monitoring, WFM helps balance service levels, employee utilisation and operational costs while delivering a better customer experience.

Plan with confidence

Forecast demand more accurately, optimise staffing levels and ensure the right resources are available when customers need them most.

Increase workforce efficiency

Great workforce planning helps make every hour count. Workforce Management helps organisations optimise schedules, improve utilisation and give employees more time to focus on meaningful work that drives better outcomes.

Improve visability

Get real-time insight on customer and agent behaviour to spot potential issues early. Spend more time delivering great service today and less time on analysis of what went wrong yesterday.

Build an engaged workforce

Give employees the tools, visibility and flexibility they need to perform at their best and stay focused on delivering great service.

Improve quality at scale

Create consistent customer experiences through quality monitoring, coaching frameworks and continuous performance improvement.

Offer employees progression

Workforce engagement can identify skill gaps in the team that allow employees the opportunity to upskill and diversify their careers.

Product Info

What is workforce engagement (WEM)?

Workforce Engagement Management builds on workforce management by helping employees perform at their best. Bringing together quality management, coaching, performance insights and employee engagement tools, WEM supports continuous improvement, stronger employee experiences and higher-quality customer interactions.

The result is a more engaged workforce, smarter decision-making and better customer outcomes.

Find out more about customer insight solutions.

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Who's it for

Designed for customer service teams preparing for change

Whether you're managing increasing demand, supporting hybrid teams, improving service levels, reviewing your target operating models, preparing for automation and AI, or looking to improve employee engagement, Workforce Management and Engagement helps create more efficient operations without compromising customer experience.

Ideal for organisations that want to balance operational performance, improve quality, gain insights and workforce wellbeing.

Design, development and deployment

We design and implement workforce management solutions that optimise forecasting, scheduling, and resource planning. From operating model design to technology deployment, we help contact centres improve efficiency, service levels, and employee engagement.

Turn quality into a competitive advantage

We create quality management frameworks that drive consistency, compliance, and continuous improvement. Through scorecards, calibration programmes, coaching strategies, and performance insights, we help organisations enhance customer and colleague experiences.

Find the story behind every conversation

We unlock the value of customer conversations using advanced speech, text, and interaction analytics. By identifying trends, root causes, compliance risks, and improvement opportunities, we help organisations make informed decisions and improve operational performance.

Keep improving after go-live

We provide flexible managed services that help organisations maximise the value of their contact centre technology and operations. From system administration and optimisation to ongoing support and specialist expertise, we deliver the capabilities needed to drive continuous improvement and business outcomes.

25 %

Increase in Efficiency

£ 50000

Annual Reported Savings

9 %

Boost in capacity

20 %

Reduction in Attrition rates

We couldn’t be more pleased with the work Route 101 have done, helping us to modernise our contact centre and WFM solutions. Not only are our agents more efficient, but we have already seen significant savings.

F&P Manager
DOJO

Honestly, I wouldn't have trusted anybody else to look at potential product changes while we were consolidating. Route 101 have been absolutely fantastics from the moment we came on board.

Customer Care Resource Manager
Blackcircles

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