Workforce management

Workforce planning is essential for the functioning and the success of a customer relations center. It is a very specialized discipline and field experts are rare. Connexe technologie has managed to form alliance with several seasoned resources in this field that can help you optimize the functioning effectiveness and the satisfaction of your customer relations center.

We offer a wide range of services in workforce planning and management of the customer relations centers:

  • Strategic advice;
  • Solutions of relational issues with the operational teams;
  • Analysis of the processes in place, recommendations and implementation of solutions based on industry best practices;
  • Project management for the installation, upgrading or adding features of workforce planning systems;
  • Configuration software of workforce planning;
  • Support of accredited resources for the IEX WFM software.
  • Systems analysis of interactive voice response (IVR) and the routing of calls, recommendations and implementation of solutions based on industry best practices;
  • General or specific training in workforce planning and call routing;
  • Support in work planning for the short, medium or long term, the preparation of work schedules, real time management, the management of workforce planning system and call routing management;
  • Creation of easy-to-use reporting and management Tools that are automated, robust, functional, scalable, accurate and responsive to the user’s needs;
  • Data analysis and forecasts.