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The client, a large provider of IT outsourcing and maintenance, used a variety of systems from different providers to handle forecasting and scheduling in its contact centers. This method delivered adequate results in help desk environments with small agent group sizes and a relatively low number of calls per agent. However, with the acquisition of a new, 500-seat product support account for a major computer manufacturer, it became clear that the client required an expanded set of workforce management capabilities. The company turned to Witness Systems. "We performed an evaluation and saw that this solution was the best. It not only provided the skills-based routing and virtual contact center support that we wanted, but also created schedules that reflected union regulations, regional laws — even the operating hours of the canteen, something a system from a competing company couldn’t handle at all!” said the client. Since implementing Impact 360 Workforce Management, the client has realized a significant return on its investment. “We’ve had a tremendous reduction in cost and headcount," said the client. "Overall, we have reduced headcount by 7 to 15 percent in our contact centers while improving the accuracy of our forecasts. And with Time Off Management, our agents can take more control over their schedules while taking the strain of managing time off requests away from the supervisors and schedulers. Our agents are much happier, and our supervisors are now working toward spending 70 percent of their time coaching.”
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