Workforce Engagement Management (WEM)

Take a holistic approach to WEM. SVL supports contact centres with digital transformation programs that increase workforce engagement, enhance quality management and provide insightful interaction analytics.

SVL is your secret to
Workforce Engagement Management success

Contact Centre WEM Experts

SVL has worked with contact centres for over 55 years, helping organisations overcome varying business challenges. As consultants, we listen first, then design bespoke solutions that fit your business needs.
Increase Customer Satisfaction

Many WEM solutions use predictive analytics and artificial intelligence (AI). This allows your team to resolve issues faster, personalise each experience, and forge deeper loyalty with each customer.
Workforce Management

Workforce management software highlights data and trends that allow you to match staff resources to business needs throughout the year – ensuring the right people are in the right roles at the right time.
Stay Compliant

Compliance is key to every contact centre. Customer interaction recording supports quality management and keeps your contact centre compliant with laws and regulations.
Improve Quality Scores

Streamline your quality management process and meet quality score targets. Make results visible to encourage agent engagement and continuous improvement.
Data-driven Insights

Track stats like AHT and abandon rates to spot and solve issues quickly. Highlight where you may be understaffed, or have team members who need coaching.
Retain Your Best Agents

Engaged employees don’t leave jobs. We support you in building a WEM system designed to offer your agents an enjoyable and fulfilling workplace experience.

Kind words from our clients

“The WFM solution has made a massive difference to SLC. It means we can forecast, schedule and real-time manage our resources more effectively. Without these solutions we don’t know where we’d be.” – Kymm Clarke, Schedule Manager, Student Loans Company
“Having reviewed our systems, created a vision and a strategy, we’ve been delivering new systems and applications at pace. It’s been a fantastic journey for us and I’m super proud of what we’ve been able to achieve.” – Chris Williams, CIO, Community Fibre

Why utilise
workforce engagment solutions?

8.8 trillion

Amount in dollars that low engagement costs the global economy.

51%

Percentage of currently employed workers that are watching for or actively seeking a new job.

23%

Increased profitability when employees are engaged at work.

Our Market-Leading WEM Partners

Transform your contact centre to provide an exceptional agent and customer experience, every time and on every channel. Employees work from a single, consolidated interface with a common view of operational performance and each customer’s journey.

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Calabrio ONE empowers contact centre teams with a comprehensive user-friendly workforce engagement solution. It offers real-time insights to enhance agent performance, improve customer experiences, and drive operational efficiency.

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Revolutionise your contact centre! Amazon Connect is a cost-effective, scalable cloud-based solution with flexible deployment options and countless integration choices.

Amazon Connect

NICE WFM is the ultimate choice for contact centres seeking to optimise workforce management. It offers advanced forecasting and scheduling, staff utilisation insights, and helps you reduce costs whilst still providing top-notch customer service.

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As well as ‘complete’ WEM suites, there are many standalone solutions for Workforce Management, Quality Management, Analytics and Reporting. We’ll help you explore your options based on what will work best for your business.

Discovery

Our team of specialists help to uncover your business needs, and define a bespoke solution based on your unique challenges and requirements.

Implementation

We ensure the smooth roll out of your new solution. This includes carefully planning the implementation with you to ensure minimal business disruption.

Onboarding

We’re here to help you maximise your investment. We train your people on the new solution so they can use it to its full effect.

Ongoing Support

SVL continue providing added value through our managed service, giving you access to expert advice, guidance on system enhancements and prompt  issue resolution.