Inspiro Picks WorkGenda to Boost Contact Center WFM

Today’s contact center is changing rapidly as a global pandemic, and remote work has shifted the way agents and managers complete tasks and even where they get their daily jobs done.

As teams rotate between working in-office and connecting virtually from home, they need tools and support to continue delivering optimal care - wherever they’re connected.

To improve management and optimize its contact center operations, outsourcing specialist Inspiro has announced a partnership with WorkGenda.

WorkGenda is a next-gen SaaS (News - Alert) Workforce Management Optimization solution that makes it possible for businesses like Inspro to automate their workforce management processes. The company uses artificial intelligence and advanced algorithms to optimize WFM processes and create overall operations improvements.

“With a growing number of agents working from home, WorkGenda helps our employees strike a balance between work and home necessities,” said Rommel Regino, Global Head, Operations & Sales at Inspiro.

With WorkGenda, agents and call center managers gain support for all steps in the WFM process from capacity management to automated scheduling, intraday management tools, and forecasting.

These tools are especially timely as COVID-19 and work from home orders require a way for companies to monitor agents’ work throughout the day and managers to communicate with them in real-time without being intrusive.

Regino noted the three reasons they choose WorkGenda. “There are three major considerations on why we chose WorkGenda. The first two – efficiency in capacity planning and improve operational performance enable us to help our clients provide an exceptional experience for their customers. The third consideration is the most important one for our organization – employee satisfaction.”

Inspiro also recently announced a partnership with PeopleStrong in a move to improve employee experiences. The company will help Inspiro with its digital HR transformation journey by creating a more scalable, people-focused, analytics-driven culture.

Edited by Maurice Nagle