Empower Workforce Engagement in CCaaS
Forecasting, Gamification & Analytics for
Contact Centres.
Boost agent performance, wellbeing and productivity with predictive scheduling, real‑time reporting, gamification and workforce optimisation - all securely delivered via cloud CCaaS to transform your contact centre into a responsive, data-driven, customer-first operation.
Transform Your Collaboration
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.
Trusted by
How we support your contact centre’s AI journey
Discover how our contact centre specialists will identify the key areas where AI can deliver instant cost savings and process improvements, allowing you to access these benefits 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.
Our commitment to delivering excellence
Rolling 3 month average. Industry average: 17
Our commitment to delivering excellence
The world’s first real-time NPS - part of our longstanding customer service promise.
Through our own customer service platform, our customers are able to give us feedback quickly and easily, with a click of a button. Our Customer Support teams are immediately notified of feedback so they can respond instantly, in order to quickly closing the loop on any feedback that is less than excellent.
Accreditations and Frameworks
Environmental Management
Certificate number: EMS 648194
Quality Management
Certificate number: FS 545046
Business Continuity Management
Certificate number: BCMS 6073420
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Energy Management
Certificate number: EMS 648194
Information Security Management
Certificate number: IS 545047
2017 Data Protection
Certificate number: PIMS 686040
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cloud Security
Certificate number: STAR 6073412
Service Management
Certificate number: ITMS 562540
ISO 27001
Certificate number: IS545047
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
Environmental Management
Certificate: EMS 648194
Quality Management
Certificate: FS 545046
Cloud
Security
Certificate: STAR 6073412
2017 Data Protection
Certificate number: PIMS 686040
Energy Management
Certificate: EMS 648194
Information Security Management
Certificate: IS 545047
Business Continuity Management
Certificate: BCMS 6073420
Service Management
Certificate: ITMS 562540
ISO 27001
Certificate: IS545047
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
Our Technology Partners
RESOURCES
More Insights
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.