At the heart of workforce optimisation lies our cutting-edge tools, TeamTonic and the AI@Work engine, revolutionising how CX operations balance workforce agility with operational demands. Through the integration of advanced adherence analytics and predictive demand forecasting, we ensure businesses achieve superior service levels with fewer resources—all while fostering an empowered, engaged workforce.

TeamTonic transforms traditional workforce management by seamlessly blending rigid internal CX teams with hyper-flexible at-home staff. Instead of relying on outdated 8-hour shift patterns, TeamTonic enables staffing on micro-schedules as short as 30-minute intervals. This dynamic scheduling model aligns resourcing to actual customer demand, ensuring peak periods are fully covered without unnecessary overstaffing during quieter times.

Our AI@Work engine further optimises this process by analysing real-time workforce adherence data against customer demand forecasts. It identifies gaps, anticipates surges, and adapts the workforce strategy in real time—ensuring every interaction is handled efficiently and effectively. This intelligent optimisation enables businesses to reduce overall workforce requirements by up to 15%, delivering higher SLAs while minimising costs.

The result? A seamless workforce model that works smarter, not harder. With TeamTonic and AI@Work driving your workforce strategy, you gain a future-proof solution that adapts to demand, scales effortlessly, and keeps both employees and customers delighted. Sensée’s TFO methodology ensures your CX operations remain flexible, efficient, and ready to exceed expectations at every turn.