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Improving contact
centre efficiency…TotalView’s®
robust, powerful and patented algorithms and
simulation tools delivers an unparalleled level
of accuracy to meet your business demands in
the most optimum manner. Long wait times and
customers abandoning as a result of long wait
times can result in customer frustration and
ultimately lost revenue – the performance
of your contact centre hinges on an efficient
use of your people resources. |
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Increasing agent satisfaction…Balancing
the needs of your business with the demands
of your agents represents the single greatest
challenge in contact centres, and this is why
TotalView® offers a greatest degree of flexibility
in scheduling and agent visibility into scheduling
including assigning agents to schedules that
incorporate preferences or allowing your agents
to directly bid on shifts, vacations and holidays,
all from their desktop. |
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Reducing
operational management…TotalView’s®
forecasting and scheduling capabilities automates
many of the time consuming and labour intensive
processes in generating accurate forecasts and
schedules as well as making modifications after
the fact. TotalView’s® intuitive interface
with drag-and-drop capabilities promotes quick
and easy administration. |
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Reducing cost of deployment
and ownership…TotalView’s®
smart client server architecture delivers maximum
power and flexibility with a minimum amount
of maintenance cost and cost to deploy. TotalView’s®
single server solution supports not only the
smallest single site call centre but also thousands
of agents across multiple sites…all on
one server. Further, you can grow your functional
requirements (such as MutiSkills or Real Time
Adherence) without any additional servers either
at the local or central site. |
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