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 platforms will improve your customer experience and free up more time to develop your agents’ skillsets.
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
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
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:
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.
Providing integrated tools for collaboration, with chat, audio and video capability can make it easier for team members to work together.