Track and optimise workforce engagement
Streamline workforce management to optimise engagement
Optimising workforce engagement depends on actionable, real-time insights into the quality of customer communications across every channel. It is critical to establish tools and processes for not only recording audio, video, and screen-based interactions, but ensure they can be quickly and accurately analysed.
Exponential-e offers futureproof, Cloud-based platforms that provide a micro and macro view of the entire contact centre operation. This provides contact centre managers with everything they need to track and optimise workforce engagement in a single, user-friendly console.
Our Workforce Engagement solutions enhance the employee experience in the contact centre, providing forecasting, scheduling, gamification and reporting options through a combination of world-class tools. With a real focus on work/life balance for the agents, these solutions enable businesses to focus on appropriate engagement targets. Utilising automation, self-service and AI-driven capabilities to support and enhance the agents’ everyday workflows.
How tracking workforce engagement
transforms your contact centre
Optimise efficiency
Discover more flexible ways of working, wherever agents are connecting from, with centralised scheduling and management tools.
Optimise performance
Real-time monitoring of multiple channels, including audio, web, chat, and email - with intelligent automation and agent feedback.
Optimise quality
Highly intuitive evaluation tools to identify trends, resolve disputes, deliver training, and build accurate customer personas.
Optimise control
Full data sovereignty, robust cyber security, 99.99% uptime, and unlimited storage, with robust analysis of every interaction to streamline compliance obligations.
How Exponential-e can help you make full use of Workforce engagement capabilities
Exponential-e has a well-established record of success when it comes to digital transformation in the contact centre.
Our teams will work closely with you to ensure the solution is securely and effectively integrated with your existing infrastructure (including UC, CRM, and business intelligence platforms), whether you wish to fully or partially migrate your on-premises recording infrastructure. You will enjoy a smooth, disruption-free deployment process that allows you to make full use of the full range of capabilities as quickly as possible.
This brochure offers an in-depth exploration of Exponential-e’s entire UC and CC ecosystems, all of which we deliver in bespoke combinations to optimise your internal and external communication strategies.
Rolling 3 month average. Industry average: 17
Applying our
customer-first philosophy to the contact centre
Across Exponential-e, we aspire to the highest standard of customer service in everything we do. That’s why we were the first company to display our NPS score live on our website. This customer-first philosophy informs our Contact Centre Consultancy services, bringing together our in-depth knowledge of leading-edge contact centre technologies and our understanding of the new breed of customer journey.
Fully Accredited
9 x ISO Accreditations
9 x ISO Accreditations
| ISO9001: Quality Management | ISO27001: Information Security | ISO22301: Business Continuity |
| ISO27017: Private Cloud Security | ISO20000: IT Service Management | ISO14001: Environmental Management |
| ISO50001: Energy Management | BS10012: Data Protection | CSA Star Cloud Security |
Secure by design
Secure by design
Socially responsible
Socially responsible
95% of profits reinvested, 65% reduction in CO2e in last 5 years, NetZero by 2030, Local employer, Job creation for apprentices, PPN06/21 aligned carbon reduction, Green space and environmental improvement initiatives
Related Content
FAQs
Workforce Engagement Management (WEM) for contact centres encompasses strategies and tools aimed at enhancing employee engagement and performance, including workforce management, quality management, performance management, and analytics.
Its goal is to improve the overall employee experience, increase agent engagement and retention, and enhance customer service quality through integrated solutions that streamline operations and empower agents.
Employee engagement is crucial in call centres as it leads to better customer service, reduced turnover, increased productivity, and enhanced innovation among agents, ultimately contributing to overall organisational success.
London Head Office
Manchester Office
*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge.
All inbound and outbound calls may be recorded for training or quality purposes.