1. September 2010

InVision to Present Innovative WFM Solution for the Back Office at swiss contact day 2010

InVision Software, one of the world’s leading providers of enterprise workforce management (WFM) solutions, will be presenting its innovative software at the swiss contact day 2010, to be held on 15th September 2010 in the Allegro Grand Casino Kursaal in Bern. There will be special emphasis on improving service quality in modern contact centres by efficiently coordinating all communication channels.

With the introduction of multi-channel environments and different customer expectations in terms of response times, forecasting and staff scheduling for contact centre agents is becoming increasingly complex. The customer not only expects immediate availability for instant communication channels such as phone and chat but also timely replies to emails, faxes and SMS (text) messages. Forward-thinking organisations are starting to plan for interactions via social networks such as Facebook and Twitter.

At the swiss contact day 2010, InVision Software will demonstrate how planners can use InVision Enterprise WFM to create efficient, demand-oriented schedules in multi-channel environments, and show how service level simulations can be used to ensure consistently high levels of service for all contact channels.

This will be the fifth edition of the swiss contact day, which this year has the motto ‘The new customer dialog 2.0’. This covers topics such as positioning the contact centre within the new media, the new power of consumers, and opportunities, trends and success strategies in client communication.

For further information about back office planning, visit InVision Software at the swiss contact day: 

  • On 15th September 2010 in the Allegro Grand Casino Kursaal, Bern