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
Create and manage agent schedules
Monitor and incentivise quality interactions
Customisable dashboards and reports
Advanced analytics and call recording
Take control of your calender
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.
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
Gamification is a small change that has packed an unexpected punch for our contact centre.Kiel Malpass Senior IT Support, Goodwin Barrett
Raise the stakes with gamification
Gamification is a proven technique that motivates employees to hit KPIs. Create fun, engaging challenges that increase productivity and staff retention through incentivising positive behaviours.
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.Book a Demo
Set Bespoke Targets
Drive positive behaviours by rewarding; performance, adherence to policies or customer satisfaction ratings.
Launch interdepartmental competitions to align the company’s objectives with its employees’ activities.
Wallboards help prompt visual guilt to motivate lower-performing team members to up their game.
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
Improve employee retention and reduce attrition churn by building fun elements into your team’s day to day activities.
technology as a team player
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.
Easily identify your busiest times to maximise your success
Speech & Sentiment Analysis
Automate your Quality Control using the speech analytics engine and sentiment analysis.
View agent performance and adherence to policy