As a company that operates outsourced contact centres for a broad range of companies from start-ups to large corporations, it’s critical that Fexco makes it easy for its clients’ customers to reach, communicate and collaborate with Fexco agents.
The company’s existing workforce management (WFM) system, however, made it hard to live up to those ideals. Forecasting and scheduling were difficult, manual tasks that lacked the needed insights—for example, contact centre leaders with no visibility into past volume data had to forecast volumes and schedule shifts using only limited data or gut feelings.
Leaders also needed better, easier ways to incorporate and measure the modern customer experience metrics they’d adopted in recent years to foster higher customer satisfaction and loyalty—things like Net Promoter Scores (NPS) and customer effort scores.
