21. Januar 2010

InVision Software at CallCenterWorld 2010: Efficient Multi Channel Planning

CallCenterWorld 2010, Europe´s key event for the international call centre sector which takes place from 9th -11th February at the Estrel Convention Center in Berlin, Germany, will be for the 12th time running the meeting point for more than 250 international exhibitors and more than 7,500 expected visitors. At the stand of InVision Software (hall 4, stand B4/6), a leading international provider of enterprise-wide workforce management (WFM) solutions, visitors can see how planners can achieve an efficient forecasting and scheduling in multi channel environments using the workforce management solution InVision Enterprise WFM. Moreover, it is shown how an efficient planning of all channels can be achieved by service level simulation.

With the introduction of multi-channel environments, the forecasting and scheduling of contact centre agents becomes more and more complex. The problems are compounded when the contact centre operates across multiple sites and where the agents have multiple skills. The telephone still represents the lion’s share of the communication mix, but it is also by far the most expensive channel. The business objective, therefore, should be to provide both service-oriented and cost-effective multi-channel communications. Planners should avoid both over-staffing where agents sit idle and are not being productive and understaffing which results in reduced service standards.

In order to coordinate all of these channels and schedule them in most appropriate way (i.e. aligned to corporate strategy), InVision Enterprise WFM’s Service Level Simulation function is an ideal tool to support the planner. The service level simulation considers the actual backlog, the forecast for the time period concerned, handling times, prioritisation, service level targets as well as the planned staffing. The result is a simulated service level for each task. This way, the planner can constantly monitor the service level targets and adjust them if necessary. Thus, the adherence to the service level for all customer interactions can be ensured.

Visit InVision Software at CallCenterWorld, Berlin: 

  • Estrel Convention Center, hall 4, stand B4/6