Contact centre workforce optimisation

Workforce optimisation

Empower teams for better customer experiences, productivity, and compliance

Empower teams to excel with Cirrus workforce optimisation

Cirrus workforce optimisation (WFO) effortlessly empowers teams to excel in delivering exceptional customer experiences.

Real-time data-driven decisions become a reality, while automated scoring, feedback, and training drive continuous improvement. From intelligent forecasting and scheduling to BI reporting, quality analytics and monitoring, and coaching and eLearning, you have a set of modern workforce optimisation tools to ensure that every customer interaction is optimised, enhancing satisfaction and streamlining service delivery.

Cirrus goes beyond technology, collaborating with you to optimise workflows, processes and strategies. This complete approach empowers your agents, supervisors and leaders with the capabilities and environment needed for contact centre excellence.

Discover how our exclusive WFO solutions can transform your operations

Key benefits of Cirrus workforce optimisation

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Modern staffing tools to drive productivity

Automated agent scheduling, real-time adjustments, and advanced communication tools to help match supply with demand.

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Quick data-driven decisions

With insights from real-time data, you can make smarter, faster, and data-backed decisions to deliver better customer experiences.

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Drive agent performance

Automate agent evaluation, then use our easy-to-use tools to give clear feedback and offer focused training and coaching to your team.

Agent assist

Automated AI-powered guidance and real-time suggestions during customer interactions, making support more personal and effective.
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BI reporting

Analyse and present real-time and historical data on customisable dashboards to help you make data-driven decisions.
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Agent onboarding

E-learning

Use interaction recordings, scorecards, and quality monitoring to offer personalised feedback and development to agents right within the platform, no matter where they are.
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Quality analytics

Automatically analyse and score customer-agent interactions for performance and training opportunities.
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Quality monitoring

Customise agent scorecards by tracking interactions for compliance, sharing results for coaching and training.
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Workforce Management

Intelligent forecasting and scheduling optimises staffing. Keep agents engaged with shift bidding and smart communication tools.
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Ready to take your technology and contact centre to the next level?

Cirrus contact centre is not only built by us, but also by our users. We listen to our users and integrate their feature requests on a regular basis. Why not get in touch and find out how Cirrus can help your business?

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