Workforce Intelligence

Workforce Intelligence: turn your contact centre from a cost centre to a revenue contributor

Transform your contact centre and deliver outstanding customer experiences whilst contributing to top-line revenue

Connecting your workforce optimisation and contact centre infrastructure systems reduces the need to manually check performance, adjust assignments and switch activities. Help agents see important cues from customers and take corrective actions in time to make a difference. Deliver timely, proactive service to generate more revenue and boost customer loyalty.

What Our Contact Centre Customers Are Saying...

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles improves automation, optimises workforce management, and introduces robust reporting to its contact centre with Route 101’s help.

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

All About Food elevates customer interactions with Route 101’s help and Zendesk Suite Professional across all channels.

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps Hancocks, the UK’s biggest supplier of wholesale sweets, slash response times from hours to minutes, and boost customer satisfaction.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Dojo transforms its contact centre platforms and upgrades its WFM processes to deliver exceptional CX and drive growth with Route 101's assistance.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

BPO uses cloud contact centre software to double capacity during the pandemic

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.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

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.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

See More Customer Stories

A more powerful, agile, and effective contact centre

Systematically update, inform, and improve your contact centre infrastructure. With automated processes to improve scheduling, adjust call monitoring and prompt outbound calls, you can help staff make the best decisions to deliver positive outcomes.

Workforce intelligence is an intelligent solution which gathers data from your WFO system, like performance and optimal scheduling information, and responds to changing conditions by adjusting future campaigns and activities in your ACD.

Why do you need workforce intelligence?

Workforce intelligence simplifies management of complex conditions like multiple channels and agents with varied skills. It enables you to:

Sense and track agent performance with certain channels and specific customer types. Report individual KPIs, QM scores, and eLearning ratings, then adjust skilling and prioritised call routing to optimise agent performance.
Sense customer frustration via speech analytics and post-call surveys and adjust with proactive, personalised service.
Motivate and engage agents, managers, and executives by creating sophisticated intelligence across the integrated contact centre infrastructure including custom and evolving agent profiles.

Workforce Intelligence

Using workforce data to improve your service

Helping you to:

Introducing workforce intelligence...

Workforce Intelligence: turn your contact centre from a cost centre to a revenue contributor

What Our Contact Centre Customers Are Saying...

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

BPO uses cloud contact centre software to double capacity during the pandemic

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

A more powerful, agile, and effective contact centre

Why do you need workforce intelligence?

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

Our Products

Useful Information

Bristol (HQ)

Workforce Intelligence

Using workforce data to improve your service

Helping you to:

Introducing workforce intelligence...

Workforce Intelligence: turn your contact centre from a cost centre to a revenue contributor

What Our Contact Centre Customers Are Saying...

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

BPO uses cloud contact centre software to double capacity during the pandemic

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

A more powerful, agile, and effective contact centre

Why do you need workforce intelligence?

Performance management

Workforce management

Quality monitoring and management

Call recording

Gamification

Workforce engagement

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

Our Products

Useful Information

Bristol (HQ)