Teleopti CCC is a superior-quality management solution for contact centres; a powerful yet uniquely easy-to-use solution. It enables you to immediately create forecasts for the next few days and much further ahead. This means you rapidly attain an optimal utilisation of your contact centre’s resources and gain better balance in your staffing. It also contributes to employee satisfaction and helps reduce staff turnover. And because the scheduling is optimised automatically, you minimise the risk of both overstaffing and understaffing, irrespective of changes in service demands. At an early stage, Teleopti CCC provides you with forecasts that show how you can greatly diminish costs. Or in other words, how much money you can save while dramatically improving customer service or raising sales targets.

The three guidelines of successful contact centre management are: target formulation, a well-defined strategy and the best supporting systems. The same principles apply to workforce management. What it comes down to, time and time again, is the continual management of various planning phases, their implementation and eventual fine-tuning.

The key to success is in regarding workforce management as an on-going process, not an interchangeable product. It is a process without fixed limits. Effective workforce management has no ‘use by’ date - in short, it takes constant development. The objective is to continually create high cost-efficiency while maintaining strong staff commitment.

Like all successful operational changes, it is about reviewing organisational and working procedures. Essentially those responsible for the overall financial health of a company must be involved. Together you can reach agreement about the scale of change and formulate your targets, after weighing up and prioritising parameters such as a customer satisfaction index, staff requirements and the company’s profitability.

Key Features

• Dynamic multi-skill forecasting and scheduling
• Superior long-term forecasting
• Virtual contact centre planning
• Superior flexibility taking into account labour
  legislation
• Extensive web-enabled analysis tools
• Simulation and cost benefit analysis
• Industry-leading work time preferences
• Dynamic multi-channel support
• Intraday-rescheduling

Key Benefits

• Improve revenues with optimal resource
  management
• Involve all levels of the organization
• Improve your customer service effort while reducing staff costs
• Boost agent satisfaction and mootviation through preference an performance tools
• Allow management to focus more on strategy and less on day-to-day tasks
• Choose your language