Contact Center Outsourcer CXL Enhances Operational Efficiency and Satisfaction with the injixo Workforce Management Solution

CXL, one of the leading contact center outsourcing companies in Belgium, has migrated its workforce management (WFM) system to injixo. As a result, measurable improvements have been realized that have a positive impact on business efficiency as well as customer and employee satisfaction. One of the main reasons for transferring to injixo was the complexity of CXL's WFM processes, which could not be managed efficiently before injixo. 

CXL operates a sophisticated multi-client, multi-skill, and omnichannel setup, serving end customers in multiple languages. In addition, special break regulations and the simultaneous processing of multiple campaigns with diverse contractual commitments need to be taken into account. injixo integrates all these factors into automated, optimized WFM planning, significantly reducing the manual effort required by CXL’s WFM team. For example, changing an employee's roster now saves them 60% of the time previously needed.

The implementation and onboarding of injixo at CXL were completely quick and smooth. A joint team of CXL planners and injixo consultants managed the implementation and migration project, which was originally scheduled to take a year but was completed successfully after just five months.

“It has been a pleasure working with the injixo team,” says Jéroen Beutels, WFM Lead at CXL. “The product functionality and the speed, ease, and quality of onboarding exceeded our expectations.”

Further details on the new WFM system at CXL and the benefits realized by using injixo are available in the full customer success story at www.injixo.com/customers/cxl.