17. November 2008

InVision Software at CCA Customer Contact Convention 2008

This year, InVision Software, a world-leading supplier of solutions for enterprise-wide workforce management (WFM), will take part in the annual CCA Customer Contact Convention for the first time. CCA Customer Contact Convention is the leading event for senior customer contact professionals to exchange and experience learning and to benchmark in a lively and stimulating environment. It also presents the latest innovative solutions on a wide-range of issues. At the event, InVision will demonstrate how contact and service centres can optimise their staff planning and scheduling processes to reduce personnel costs, increase agent productivity, improve employee satisfaction and to boost revenue by leveraging better customer service.

“Many companies do not face the consequences of poor service and annoyed customers. In this context, one of the key factors to success is the equal and effective planning of front and back office activities directly at the beginning of the whole workforce management process”, explains Peter Bollenbeck, CEO of InVision Software. „Contact centres which are not giving their agents sufficient time to deal with non-telephony work will automatically get the result that emails are being ignored or answered too late, with these disappointed customers either ringing the contact centre with their request or going elsewhere entirely with their business. Contact centres should be forecasting their multimedia workload and scheduling agent time accordingly, otherwise they might as well not bother offering an alternate channel to traditional telephony. With our solution, InVision Enterprise WFM, we offer them easy-to-use scheduling for multi-skill, multimedia environments.”

Conventional planning tools available on the market usually work with complex and time-consuming simulation ignoring the real requirements. Opposed to that, to enable truly demand-oriented planning, InVision Enterprise WFM takes into account the skill-sets of individual employees and the pooling efficiencies offered by multi-skilling. The InVision solution is also able to take into account peaks and troughs in inbound ‘abandoning’ contacts such as telephone calls and optimally schedule blocks of time for agents to be devoted to non-abandoning contacts such as email or back office work. All of this is achieved with a fraction of the setup time and a fraction of the run-time of other workforce management systems. This unique optimisation process is based on a patent pending technology developed by InVision Software.

Visit InVision Software at the CCA Customer Contact Convention 2008, EICC Edinburgh: 

  • 18th and 19th November 2008
  • The Exchange, EH3 8EE, Cromdale Hall
  • Stand B26