Contact centre workforce optmisation
Agents drowning? All aboard the SS AI.
Cirrus Workforce Optimisation gives you the clarity and control to get your agents thriving, not just surviving.
Getting your team all on the same boat.
From forecasting to performance monitoring and eLearning, everything works together to keep your teams afloat. When people are overworked, customers feel it. When demand surges, agents burn out. And when performance slips, service quality nosedives.
Cirrus keeps your contact centre on course by forecasting what’s coming, flexing staff in real time, and giving leaders the data to act fast. Agents stay motivated, managers stay in control, and customers get the consistent service they expect — even when the pressure’s on. Our support system is built around the unpredictability and high-pressured nature of contact centres. It’s not just tech; we work with you to tighten up optimise your processes and workforce, too.
What does that mean for you?:
Schedules that flex
AI forecasting balances staff by skill, channel and demand (not just bums on seats), with live adjustments keeping rotas flexible and most importantly, fair.
Motivated agents
Say goodbye to vague reviews that waste everyone’s time. AI automatically scores every single interaction and links them straight to personalised coaching, gamified goals and recognition that makes agents want to be their best.
In-the-moment insight
Live dashboards track performance in real time, so you can immediately spot when things go south, and step in with support.
In-built learning
Onboarding new talent is faster with live scripts, prompts and tailored coaching, plus eLearning and feedback loops keep your agents continually learning and improving. You know what they say – every day’s a school day!
Automate the simple stuff
With AI handling routine tasks like writing summaries and repetitive admin, agents are freed up to support customers where it’s needed most.
Data-backed decisions
Analytics and BI reporting show you the patterns behind behaviour and performance, so whether you’re making in-the-moment decisions or developing long-term strategy, you’ve got the data to back it up.
Optimised WFO:
- Increased productivity with the right people, in the right place, at the right time.
- Fairer schedules, clearer goals and less admin mean agents are happier.
- Your team improves faster through automated feedback and personalised coaching.
- Your agents want to stick around, so you spend less on hiring and training.
- When agents are supported, your customers receive better service.
Ready to go from surviving to plain sailing?
Cirrus WFO helps keep your contact centre agents skilled-up and motivated to wow their customers, while reducing bottlenecks and burnout. A win win.
Latest blogs on workforce optimisation
Beyond just scores: new ways to measure customer service success
Beyond just scores: new ways to measure customer service success
Turning Customer Feedback into Tangible Improvements
Turning Customer Feedback into Tangible Improvements
How to Improve Citizen Services in the Public Sector
How to Improve Citizen Services in the Public Sector
FAQ’s
1. What is workforce optimisation software?
Workforce optimisation software is a comprehensive solution that helps contact centres manage staffing, agent performance, and operational efficiency. It combines tools for scheduling, data-driven decision-making, and performance management to ensure the contact centre runs smoothly.
2. How does Cirrus' workforce optimisation software improve productivity?
Cirrus’ workforce optimisation software automates key tasks like agent scheduling, real-time adjustments, and performance feedback, allowing managers to focus on delivering better customer experiences and keeping operations efficient.
3. What is a workforce management solution?
A workforce management solution helps contact centres predict staffing needs, schedule agents, and ensure operational efficiency. It uses forecasting and real-time data to align workforce supply with customer demand, improving overall performance and reducing downtime.
4. Can Cirrus' contact centre optimisation software integrate with my existing systems?
Yes, Cirrus’ contact centre optimisation software integrates with existing CRM, ERP, and other systems, ensuring that your contact centre can access the necessary data to drive operational efficiency and seamless customer service.
5. What are the benefits of using contact centre work management software?
Cirrus’ contact centre work management software provides benefits like better agent scheduling, increased productivity, and improved agent performance through real-time feedback and quality monitoring.
6. How does workforce optimisation software enhance customer service?
Cirrus’ workforce optimisation software helps align agent performance with customer needs by providing real-time data insights, automating scheduling, and improving training, ensuring that customers receive faster, more effective support.
