Workforce Engagement

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Unlock your team's potential with an integrated suite of tools to help you manage, develop, and engage your workforce

 

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Next-generation workforce engagement management (WEM)

Elevate your workforce engagement strategy with an integrated user experience for training, managing, coaching, and empowering your agents. Save supervisors, quality analysts and resource planners valuable time and effort by employing the next-generation of workforce engagement management tools.

Our workforce engagement solutions

Route 101 work with you to supply the best workforce engagement platforms, tools, and advice so you can empower your workforce and improve agent and customer experience. We can help with:

Unified Agent Desktop

Workforce Management

Quality Management

Performance Management

Gamification

Call Recording

Give your employees the digital tools they need to deliver the experience your customers demand

Our workforce engagement platforms will improve your customer experience and free up more time to develop your agents’ skillsets.

  • Empower agents to solve customer inquiries on first contact with targeted, personalised feedback and coaching.
  • Leverage real-time analytics and reporting around KPI performance, quality results and schedule adherence to make it easier for your supervisors to holistically evaluate agent performance and give your agents valuable insight into their own performance.
  • Get up and running quickly with a rapid deployment that takes days, not months.
  • Optimise headcount requirements with accurate omnichannel forecasting.
  • Use your resources more effectively by eliminating manual WFM processes involved in generating and managing forecasts and schedules.
  • Record up to 100% of interactions whilst complying with regulatory requirements to help contact centre leaders implement effective, scalable coaching programs.
  • Reduce onboarding, administration, and maintenance efforts with a single interface for workforce engagement.
  • Ensure your contact data is always refreshed and accurate by eliminating data synchronisation issues.
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Building a workforce engagement strategy

Route 101 can work with your business to develop key strategies and recommend the technology solutions that will improve your workforce engagement at every stage of the employee lifecycle. Improve the employee experience across:

Recruitment & onboarding | Coaching & development | Productivity & retention

  • Interaction analytics and automation – including topic and sentiment analysis
  • Advanced recording technology to combine omnichannel interactions and agent screen activity
  • Integrated learning management systems (LMS) or knowledge-base to automatically assign relevant content

  • Virtual assistants to prompt agent next-steps, suggest responses based on scripts and offer answers pulled directly from a knowledge base
  • Searchable knowledge base to give agents the resources they need
  • Assessments throughout the onboarding process to identify knowledge gaps

What Our Contact Centre Customers Are Saying...

See More Customer Stories

Why is workforce engagement important?

Ensuring your employees are happy, motivated, and empowered to succeed is critical. According to Gartner, the right workforce engagement strategy can deliver a 19% increase in productivity, an 11% increase in customer satisfaction and reduce attrition by 25%.

Make it easy for your agents to:

  • Help customers: give them the tools they need to do their jobs effectively and make sure their systems are easy to use. Give them the confidence to answer customer questions with a unified agent desktop and integrated knowledge base.
  • Work together: harness gamification software and unified communications platforms to help them work collaboratively and foster the camaraderie they crave.
  • Improve their performance: give agents visibility of their performance with real-time reports and boost their relationships with their supervisors through improved training and evaluation tools.
    Learn more: Quality Management
  • Build a better work-life balance: with flexible working schedules and easy shift swaps.
    Learn more: Workforce Management
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Maximise contact centre performance with the right workforce engagement solutions

Make your agents feel supported and valued so they can deliver better service and stay with your business for longer.

Your contact centre is the centre of your customer experience strategy – your agents are the ones connecting with customers after all – and the quality of these interactions is what will directly shape your customer relationships (and your bottom line).

When 86% of customer experience execs point to agent engagement as the single greatest factor impacting CSAT, it’s time to invest in the right employee engagement solutions.

Help your team work better together...

Providing integrated tools for collaboration, with chat, audio and video capability can make it easier for team members to work together.

Learn more about our back office unified communications solutions

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Request a free, no obligation discovery call today

Our team can offer trustworthy advice around the most advanced workforce engagement solutions and key strategies to adopt to empower your agents

Book a discovery call

Our Products

Useful Information

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Bristol (HQ)

Route 101 Ltd.
The Conifers, Filton Rd
Hambrook
Bristol BS16 1QG

+44 (0) 3330 110 400
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