Our Professional Services: Accelerate Your WFM Success

We offer customised services that help you with any WFM challenge you may have. Benefit from our extensive workshops, training, and consultation sessions led by our WFM experts worldwide.

Our Professional Services: Accelerate Your WFM Success

Discover our extensive selection of professional services

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Contact Centre Assessment & Optimisation

Looking to boost the operational efficiency of your business? Then this service is right for you. In a comprehensive analysis, we assess your contact centre and workforce health, including:

  • Management
  • Accountability
  • Real-Time Adherence
  • Technology
  • Intraday Management
  • Process Analysis
  • Integrations
  • Reporting
  • SLA compliance review
  • Workforce Efficiency
  • Scheduling
  • Forecasting
  • Quality Assurance

Question For whom is this service suitable?

Generally, everyone who is interested to gain insight into the efficiency and effectiveness of their Contact Center can benefit from this service. To profit from it to the full extent, we recommend it for a multi-channel contact centre of 75 agents or more. You don’t need to be an inijxo customer to book this service.

Question What’s in it for you?

You will receive an in-depth report detailing the current state of your contact centre and workforce health, with a special focus on productivity and process analysis. Concrete recommendations on optimisation measures, areas of improvement and best practices help you to make the most impactful decisions for your business. Benefit from the knowledge of our CC and WFM professionals to improve productivity, processes and overall efficiency.

Question I’m interested, how do I proceed?

We are happy our service resonates with you! Get in touch with our expert team and benefit from a consultation call without any commitment. We will answer all your questions and evaluate together with you how this project can look like.

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Operational Services

Do you need some hands-on professional support for your contact centre? Look no further! With this service, we offer you a dedicated WFM expert to assist you in filling employment gaps, providing functional expertise, and operational optimisation assistance.

This may include:

  • Short term capacity planning & ‘what-if’ scenario modeling
    • How many Staff to recruit - on what contracts, with what availability and with what skills?
    • For customers: Advice on using Injixo for capacity planning in your environment
  • Planning as a Service
    • Interim Planning & Support Services in case your planner is absent or extra support is needed
    • Planning & Support for Short or Long-Term (across some or all areas of the WFM cycle) gaps in expertise.
    • Deliver fast-track training for your new Planners or Interims
  • Boost efficiency and automation
  • Enhance current processes & best practices
  • Deliver customised reporting via API.
  • For customers: Provides an injixo ME Helpdesk.

Question For whom is this service suitable?

Any contact centre who needs operational short-term support or is interested in expert advice on capacity planning and functional optimization.

Question What’s in it for you?

By booking this service, you receive immediate operational support exactly where you need it. This may be a short-term increase in your workforce, hands-on advice on how to optimise your capacity planning, customised reports, or a helpdesk for agents working at home. Just let us know what you want to achieve and we will find a solution that fits your needs!

Question I’m interested, how do I proceed?

We are happy our service resonates with you! Get in touch with our expert team and benefit from a consultation call without any commitment. We will answer all your questions and evaluate together with you how this project can look like.

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injixo product services

You already use injixo and would like to get the most out of it? Take a look at our product-specific services and maximise your injixo experience!

Our service options include:

  • injixo Implementation

    This online offering includes installation, configuration, and onboarding of the injixo WFM Platform. While this is included in your initial onboarding package, you might want to redesign or reconfigure it after a few years to ensure your set-up is leveraging all new opportunities (through features or technology improvements).

  • injixo WFM System Health Check

    In a dedicated Health Check, you will get detailed insights on your injixo usage and reporting efficiency. You will gain a deeper understanding coupled with concrete tips on how to optimise your injixo experience and maximise performance.

  • System Integration Configuration

    Switching your ACD, SQL database or other technology? In this personal online session, we help you to integrate injixo with your new or existing external system.

  • injixo Optimisation Training

    We provide you with customised training on how to optimise the usage of injixo within your contact centre, either online or onsite.

  • injixo Q&A Workshop

    In this half-day workshop session, a dedicated trainer will answer all questions you have on injixo and walkthrough product usage if needed. Perfect for a knowledge refresh or as onboarding of new employees!

  • Best Practice Workshop - Planning & Optimisation

    In this two-hour workshop session, you receive personal assistance in creating workflows, processes, and best practices in your contact centre.

  • Data Import & Export Service

    In an online session, we assist you with importing and exporting data to and from injixo.

  • Custom Reporting Creation

    In this online session, we assist you in creating custom reports. We help you tailor your reports to other stakeholders’ specific needs or to use injixo data freely.

Question Are injixo product services for you?

This service offering is suitable for all injixo customers who are seeking to gain a deeper understanding or additional training in a specific field. It can be beneficial for contact centres of all sizes and will be tailored to your requirements.

Question I’m interested. How do I start?

We are happy our services resonate with you! Get in touch with our expert team and benefit from a consultation call without any commitment. We will answer all your questions and create a session that fulfills your needs.

Our WFM experts are here to help!

Are you wondering who you will work with? Meet two of our professional services consultants, who might lead your next training session, workshop or assessment in the UK!

Graeme Gabriel

Graeme Gabriel

With over 30 years experience in the contact centre industry, Graeme is experienced in many WFM roles - from agent, Team Manager, Back Office Manager, ACD Administrator, Forecaster and Scheduler as well as Head of Planning. He has spent the last 20 years engaged in training and consulting, helping organisations implement and reengineer WFM processes.

Dean Couchman

Dean Couchman

Dean has worked for more than 20 years in the contact centre industry, mostly in planning functions for numerous industries. Since 2012, he has dedicated his time to providing training, support, best practices and consultancy services to injixo customers. His mission: sharing his expertise and empowering others to truly maximise value in workforce management.

Graeme and Dean are part of our expert injixo team that supports you around the globe.

Let's connect!

Would you like to discover which service is the right fit for you? Do you have questions or would you like to book a customised service?

Get in touch with us!
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