15. April 2010

TCD 2010 in Utrecht: InVision Software Introduces Efficient Back Office Planning

InVision Software, a leading international provider of enterprise-wide workforce management solutions, will introduce an innovative approach to back office planning at TCD 2010, taking place from 27 to 29 April at the Jaarbeurs, Utrecht. At the InVision stand (hall 3, stand C 04), visitors will experience how the workforce management solution InVision Enterprise WFM enables planners to properly carry out forecasting and scheduling in a multi-channel environment and how customers may achieve the proper balance of service between channels by using service level simulations. TCD is the biggest B2B event for e-commerce, contact centre and direct marketing in the Netherlands with 200 exhibitors and about 9,500 industry professionals expected as visitors.

With the introduction of multi-channel environments, the forecasting and scheduling of contact centre agents becomes more and more complex. This is due to the mix of channels and the difference between response time expectations each of these channels. The problems are compounded when the contact centre operates across multiple sites and where the agents have multiple skills. “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 environments.”

Thus, InVision Enterprise WFM’s Service Level Simulation function is an ideal tool to support the planner as it considers the actual backlog, the forecast for the time period concerned, handling times, prioritisation, service level targets and the planned staffing for front and back office for each task. It gives planners instant and easy access to the information they need to make the right decisions on balancing these channels to ensure that each agent is staffed according to corporate policy.

Visit InVision Software at TCD 2010:

  • Jaarbeurs, Utrecht
  • 27 to 29 April 2010
  • hall 3, stand C 04