The bottom line IMPACT of Optimizing your Forecasting & Scheduling!

 

Join us for a one hour live webinar

The Contact Center market is changing dramatically! As the Millennials or Generation Y come of age  and join the workforce, the need to provide greater flexibility in schedules and agent preferences in the contact center has never been so vital.  Tim Grogan is a Solution Manager at Wilmac Company, Teleopti’s North American reseller. With over 20 years of experience from the call center industry, Tim will discuss how flexible WFM can impact your bottom line. 

The Teleopti CCC application was designed and architected in a contact center market which emphasized a very flexible, fast moving agent environment. The resulting knowledge acquired from launching in that market is a very robust, flexible application that has algorithms that are utterly unique and very effective at producing Optimal Staffing scenarios!     In addition, the agent self-service portal can be used to empower agents to not only view their key metrics, but also to manage vacation, bid and trade shifts, while using business rules to automate the process.

As you are keenly aware, labor constitutes on average 80% of your monthly contact center costs!  Therefore, optimal staffing results in tangible SAVINGS to your bottom line, and improves service levels to your customers!  

Webinar Agenda 1. Emerging Trends: DMG 2012-2013 Report 2. Fully Flexible Agents = BIG Savings 3. Workforce Management Impact on the bottom line 4. Operational Assessment: providing actual simulations using      YOUR data 5. Demonstration of the Teleopti CCC application

In today's climate it is crucial to maximize EVERY dollar spent in your contact center. Optimal staffing will ensure that you are efficiently scheduling your agents, and delivering the best possible service to your customers.

System Requirements
PC-based attendees
Required: Windows® 7, Vista, XP or 2003 Server

Macintosh®-based attendees
Required: Mac OS® X 10.5 or newer