Workforce Optimisation

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Connex Quality AI

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Optimise, incentivise, monopolise.

Benefits of workforce optimisation

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Monitor interaction quality and agent performance – responding to peaks and troughs
in real-time to maximise team productivity.

The Connex WFO suite enables managers to monitor quality, have visibility 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.

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Monitor

Identify and predict call volume trends

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React

Create and manage agent schedules

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Mentor

Monitor and incentivise quality interactions

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Personalise

Customised dashboards and reports

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Gain Insight

Advanced analytics and call recordings

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Take control of your calendar

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.

Connexs 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.

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” There’s no complexity involved, whether it’s stats related, channel related, everything you are looking for is right there on Connex. “

Jan Marais

Head of Innovation & Efficiencies

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Let us help you

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Raise the stakes with

Gamify

Gamify is a proven technique that motivates employees to hit KPIs.
Create fun, engaging challenges that increase productivity and staff retention
through incentivising positive behaviours.

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Work hard play hard

How it works

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Connexs Gamify module feature offers agents a fresh and engaging workplace experience.

Advanced game mechanics create a multi-level environment for your customer engagement teams.
Agents can earn points based on their performance, advance through levels and
collect badges as a reward for their results.

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Set customised targets

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

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Engage your employees

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

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Visual motivation

Wallboards provide a visual prompt for motivating lower-performing
team members to up their game.

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Easy set up

Fire up new competitions in under a minute and launch head-to-head
“duels” across teams incentivise a new KPI.

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Encourage communication

Launch interdepartmental competitions to align your
business objectives with employee activities.

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Technology as a team player

Quality AI

As a call centre manager, you need to balance optimal agent coverage for your contact center
with the fewest possible resources to meet your KPIs. Connexs Quality AI tool allows you
to harmonise customer satisfaction with contact centre efficiency.

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Prepare

Identify
trends

Easily identify your busiest times to maximise your success

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Customise

Customisable dashboard

The results you want to see from the data you already have.

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Analyse

Speech
Analytics

View agent performance
and adhere to policy.

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Did you know?

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

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We know you’ll love it

Free trial?

We are so confident your team and your customers will love our omnichannel solution as well as the quick set up time, that we’re offering 1 month’s a free trial. – Give it a go!

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