Enhance your contact centre with a Workforce Engagement Management package integrated directly with Zendesk. Unlock all the benefits of Calabrio ONE and leverage information from within your existing Zendesk instance to supercharge your service. With Route 101’s WEM integration, you can leverage Calabrio’s world-class automation, self-service, and AI-driven capabilities to support and enhance your agents’ everyday workflow. Get the best performance from your workforce and elevate the customer experience with powerful features designed to deliver next-level employee engagement.

Key capabilities:

• Export historical interaction statistics from Zendesk Support, Chat and Talk providing data to Calabrio WFM for multiple customers
• Speech, Desktop and Text analytics: it’s all part of the same comprehensive package
• Intuitive, out-of-the box solutions
• Powered by AI and machine learning to predict the outcomes that most impact your business
• Combined power of phonetics & speech-to-text provides industry-leading speech recognition accuracy and processing rates
• Dynamic & customizable business intelligence and reporting

Strengthen relationships, deepen loyalty, and drive measurable impact across the business with automated recording, evaluation and reporting, and use intelligent analytics to focus your attention where it matters most. The Route 101 Calabrio/Zendesk WEM Integration makes it easy to fuel innovation and drive revenue.

Benefits of the Zendesk/WEM Integration by Job Role:

Supervisor

• Eliminate random monitoring of agents
• Perform targeted quality monitoring
• Increase rates of First Contact Resolution (FCR)
• Reduce repeat contacts

Analyst

• Discover trends in tickets and interactions that have gone unnoticed
• Identify process improvements, drive changes in ticket forms.

Finance

• Ensure compliance with regulations
• Increase customer Life-Time Value (LTV)
• Increase retention

Customer Experience

• Discover customer satisfaction trends per group/contact reason
• Predict customer satisfaction scores for interactions and tickets
• Proactively reach out to customers at risk of attrition

Marketing

• Determine impact of ad campaigns & promotions
• Correlate product lines with customer sentiment
• Measure competitive feedback

Calabrio ONE Workforce Engagement

The contact centre is often the last line of defence in customer retention. The need to attract and retain high-calibre employees is intensifying. Workforce Engagement Management (WEM) is emerging as a powerful new way to elevate and sustain the customer experience. In fact, studies show that even a 5% increase in employee engagement in the contact center can drive 3% incremental gains in revenue!

Calabrio Workforce Engagement Management features:

• Self-scheduling
• Maximised mobility
• Gamification
• Coaching & mentoring
• Evaluation & improvement
• Time management
• Intraday management
• Performance management / metrics & recognition
• Voice of the Employee