|
IEX Corporation’s TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single site and multi-site environments.
The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning, as well as short and long-term resource planning.
Version 3.11 of TotalView, released in June 2006, introduces new features designed to meet global contact centers’ unique scheduling requirements and boost agent empowerment. These include: Team Scheduling, Seat Limit Scheduling, Holiday Fairness, Day of Week Fairness and Schedule Trading enhancements. The addition of these new features is in line with current workforce management trends.
Team Scheduling offers contact centers the ability to schedule a team of agents to work at the same time, while having the flexibility to work different schedules as a group from week-to-week. This eliminates the need to use static work patterns for weeks or months at a time in order to keep supervisors and their teams working the same shift. This feature is particularly useful in India, where contact centers are required to supply transportation for their agents. The Schedule Trading enhancements in this new version empower agents to swap shifts - with more control over the trading process.
Seat Limit Scheduling allows the center to set minimum and maximum seating parameters for a given site. This prevents the center from scheduling more agents than there are seats available, and allows the organization to establish a minimum staffing level for periods of low contact volume.
Holiday Fairness allows the center to automatically assign holiday schedules on a rotation basis by taking into account holiday work history for each agent. The existing Day of Week Fairness process has been enhanced to consider day of week and weekend assignments simultaneously. This allows the organization to take into account work history that ensures days off and weekend assignments are distributed equitably.
Schedule Trading is a WebStation enhancement that adds more flexibility to the agent schedule trade process with hands-off administration by providing both “closed” and “open” trading. Instead of posting an “open” trade request on the board and waiting to see if someone accepts, agents can now work out an agreement in advance and conduct a specific-agent swap online.
With this new release, IEX - a NICE company - has once again demonstrated its commitment to the global marketplace while maintaining a focus on the people most impacted by its technology - the agents.
|
SUBSCRIPTIONS
TMCnet LOGIN
WEBINARS
