Optimise, Incentivise, Monopolise.

Benefits of Workforce Optimisation

Monitor quality and performance to respond to the peaks and troughs in real-time to maximise team productivity.

The Connex One WFO suite enables managers to monitor quality, have viability of performance, and gain insight to the customer journey. When equipped with accurate data, your business can react to the peaks and troughs of activity to maximise your team’s productivity and your bottom line.

Identify and predict call volume trends

Identify and predict call volume trends

Create and manage agent schedules

Create and manage agent schedules

Monitor and incentivise quality interactions

Monitor and incentivise quality interactions

Customisable dashboards and reports

Customisable dashboards and reports

Advanced analytics and call recording

Advanced analytics and call recording

Inspire Produtivity

Take control of your calender

Shift Organiser

Build an employee-focused culture, improving retention and performance by letting staff view and manage their own shift patterns.

Managers can access: real-time (and retrospective) attendance statistics, performance metrics and schedule in compulsory training sessions.

The Connex One Shift Organiser isn’t just limited to your front line agents. Multiple departments throughout your business can make use of the self-service holiday request feature with automated approval flows, drastically reducing admin time within the workplace.

Don’t just take our word for it

hear what our customers have to say

Clients switch to us for many different reasons, but for Homeshield Direct & Goodwin Barrett, upgrading to a modern Cloud Contact Centre solution with strong Workforce Management features was imperative to keep up with their rapidly expanding business.

Liam West - IT & Systems Manager, Homeshield Direct

From the interface to the reporting suite, the customisable settings to the reduced wait times. We could only see improvements once switching to Connex One.

Liam West IT & Systems Manager, Homeshield Direct
Kiel Malpass - Senior IT Support, Goodwin Barrett

Gamification is a small change that has packed an unexpected punch for our contact centre.

Kiel Malpass Senior IT Support, Goodwin Barrett

A SOPHISTICATED REWARD SYSTEM, WITH QUANTIFIABLE RESULTS.

How it works

Advanced game mechanics create multi-level environments for your team to earn points, advance levels and collect badges in exchange for customisable commissionable incentives.

The Connex One platform Gamification module feature offers agents a fresh and engaging workplace experience. Combined with the centralised business intelligence, Gamification offers real-time insights into team productivity and equips managers with the tools to accurately incentivise teams.

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Set Bespoke Targets

Set Bespoke Targets

Drive positive behaviours by rewarding; performance, adherence to policies or customer satisfaction ratings.

ENCOURAGE COMMUNICATION

ENCOURAGE COMMUNICATION

Launch interdepartmental competitions to align the company’s objectives with its employees’ activities.

VISUAL MOTIVATION

VISUAL MOTIVATION

Wallboards help prompt visual guilt to motivate lower-performing team members to up their game.

EASY SET UP

EASY SET UP

Fire up new competitions in under a minute to launch head to head “duels” or to incentivise a new KPI.

EMPOWER YOUR EMPLOYEES

EMPOWER YOUR EMPLOYEES

Improve employee retention and reduce attrition churn by building fun elements  into your team’s day to day activities.

technology as a team player

Quality Management

As a Call Center Manager, you need to balance optimal agent coverage for your contact center with the fewest possible resources to meet your KPIs.  The Connex One Quality Management tool helps you harmonise customer satisfaction and contact center efficiency.

  • Identify trends

    Easily identify your busiest times to maximise your success

  • Speech & Sentiment Analysis

    Automate your Quality Control using the speech analytics engine and sentiment analysis.

  • Customisable dashboard

    View agent performance and adherence to policy

did you know…

Our customers see a 25% increase in conversions within the first month?

Why not try our 4 week’s free trial and experience the Connex One difference for yourself?