17. März 2009

Seca+IT 2009: Efficient Time Management and Employee Satisfaction with WFM by InVision

At this year’s Seca+IT, InVision Software, a leading international provider of contact centre workforce management solutions, will demonstrate to visitors in hall 1, stand F6/G5, the benefits of integrated time management and employee self service capabilities into a comprehensive workforce management process. The trade show Seca+IT is a key event for contact centre professionals, multi-channel CRM and convergence in France and takes place from 31st March to 2nd April, 2009, at Paris Expo, Porte de Versailles.

Efficient Time Management Meets the Demands of Flexible Working Environments

Contact centres are increasingly oriented towards flexibility and performance. As staff and time are the most valuable resources for contact centres, the introduction of flexible working times helps to increase productivity and reduce costs. This has impact on the staff planning and management of working times: The more flexible the working times, the more complex the requirements for scheduling and time management will become. Thus, an integrated time management which is just as flexible as the working hours of the employees is a must for an efficient workforce management (WFM).

The software solution InVision Enterprise WFM supports the whole workforce management process on a single platform – from forecasting to staff scheduling, optimisation, time management and monitoring. Its time management functionality covers all required steps: transfer, distribution, account allocation, control and approval of working times as well as calculation of time accounts and provision of account-related information for payment systems. The time management functionality integrated in InVision Enterprise WFM offers very flexible options for processing employees’ recorded working times. According to any number of individually definable rules, the time recording data is automatically booked in real-time to fully adjustable time accounts such as overtime, extra shifts, flexible work time, normal work time or holiday. The extensive automation minimises the manual handling effort, saving time and costs, and also helps to avoid errors, easing the scheduling burden and increasing employee satisfaction.

Employee Satisfaction Boosts Productivity

Independent studies show that employees’ ability to plan their own work times is one of the key factors when it comes to work satisfaction and staff loyalty. Studies have also shown that satisfied employees are more productive. At the same time, contact centres must also ensure that business needs and service level requirements are optimally met at all times. The module Infothek Interactive Schedule of InVision Enterprise WFM fulfils both, individual work scheduling and optimised staffing, using a fair and transparent employee self-service process that reduces administration to a minimum. With Infothek Interactive Schedule contact centres enable their agents to participate in the planning process and normally, a performance ratio of up to 80-90% of all shift requests is achieved – while optimally covering the company’s requirements.

Visit InVision Software at Seca+IT 2009:

  • Paris Expo, Porte de Versailles, hall 1, stand F6/G5