Combining powerful AI and automation with an intuitive experience, Route 101 can deliver a better experience for your staff and help your business anticipate demand and plan more effectively.
Improved agent experience | Increased customer satisfaction | Reduced operational costsBook a discovery call
Workforce management (WFM) is the term given to the processes that a contact centre undertakes to ensure they always have the right staff with the right skills at the right time. Our workforce management solutions can help you to:
Simplify staffing, scheduling, and forecasting so your supervisors can spend more time on what matters – getting results for your businessLearn more
Empower agents and supervisors with a unified interface and seamless workflow. Improve the agent experience with the ability to view their schedules and deliver real-time notifications of changes and approvals directly within the agent interface.
Give agents more flexibility by making it simple to manage their work-life balance. Peer trade requests, shift bidding, easy time-off request processes, and the ability to manage their preferred hours.
Provide daily insights for decision-making with dynamic WFM dashboards.
Reduce manual WFM processes with automatic tracking aids, an intuitive interface, and workflows to generate and manage forecasts and schedules.
Be more agile in responding to business needs with an intraday grid, intraday re-forecasting, real-time adherence, and proactive notifications and alerts.
Speed up workforce manager proficiency with an easy-to-use and intuitive interface
Forecast and schedule intelligently by leveraging AI technology, machine learning, and 40+ patented algorithms to achieve SLAs without over-staffing
Improve long-term planning and proactively plan for changes in volume/demand so you always have the right staffing levels.
Harness gamification to drive performance and productivity. Set customized targets for adherence, AHT, CSAT or any external measure via a simple import, and follow up on ranks and badges on the leader board to reward agents.
Increase employee ownership with self-service solutions. Let agents view their schedules, enter time off, and trade shifts with their team from any mobile device, anytime, anywhere.
Make it easy to engage staff remotely and improve agent health and well-being by leveraging tools to detect and monitor sentiment and stress levels.
Help supervisors have confidence in their remote agent’s work with call quality monitoring, performance management and coaching tools.
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
50% of callers will hang up after waiting just 45 seconds, which is why it’s so important to reduce waiting times and get customers through to the right agent first time. Your workforce management strategy can deliver a reduction in customer waiting time, increase both agent and customer satisfaction, and reduce the cost to serve.
Route calls to the right employees with the relevant knowledge and skills. Bucket agents into skill groups or assign a broad skills category to a wider group to make skills-based routing simple. Ensure that customers reach the right agents first time and that all your required skills and channels are covered by a knowledgeable agent.
Forecast demand weeks and months in advance to mitigate the challenges posed by seasonal variations or bursts in demand. Leverage real-time reports and analytics to understand staffing levels and ensure your scheduling and skills are ready for your customers.