Pressemitteilung

InVision Software demonstrates latest Workforce Management solutions at the Irish Call Centre event

The call centre world meets on 11. November 2004 in Dublin

InVision Software, a leading provider of Workforce Management solutions, is presenting and exhibiting at the Irish Call Centre event in Dublin (Burlington Hotel, Stand 21) on November 11th. The event gives InVision the opportunity to showcase its demand-oriented Workforce Management system to the Irish call centre market. John Cann, InVision’s Account Manager for UK and Ireland, will open the “Product Presentation Theatre” at 9:45h with the presentation; “Employee Satisfaction or Higher Productivity; which do you choose?” During a series of presentations, experts will discuss a number of topics relevant to the call centre sector. In his presentation, John Cann will demonstrate how Workforce Management can establish a healthy balance between the interests of the agents and the company, and how this balance can lead to increased efficiency in call and service centres.

With its Staff Planning System (SPS), InVision introduces an entirely web-based Workforce Management solution at the ICC. SPS consists of a number of modules that cover all areas of Workforce Management, from requirement and capacity planning, through shift and operation planning, to monitoring and real-time controlling. Alongside the demand-oriented shift planning and optimisation of staff allocation, the integration of each individual employee into the planning process is of central importance. Via the web-based application “Infothek”, agents can select their preferred shifts and enter absences. InVision’s Workforce Management system can integrate more than 80 percent of all employee preferences. Such an integration of employee interests, as well as qualifications, has been proven to increase not only employee satisfaction but also the productivity of the call or service centre, as motivated agents are more likely to deliver first class service resulting in satisfied customers.

InVision’s Staff Planning System helps call and service centres to achieve their goals by making the planning process faster and more efficient. A software-based Workforce Management thus helps to reduce planning costs whilst ensuring that agents utilised are both qualified and motivated.