2009 Call Centre Expo: Surviving the Economic Downturn with Workforce Management from InVision

At this year’s Call Centre Expo, InVision Software (hall 9, stand F7), a leading international provider of contact centre workforce management solutions, will present how efficient scheduling for front and back office activities as well as integrated time management enables companies to reduce costs and retain customers in today’s tough economic times and beyond. Call Centre Expo 2009 takes place from 22nd to 23rd September at the National Exhibition Centre (NEC) in Birmingham and is a key event for the international call centre industry. On the second day at 2:00, Cameron Welsh, Account Manager at InVision Software, will present effective approaches to weathering the economic storm with the help of state-of-the-art workforce management (WFM).

One approach is to reduce costs by integrating time and attendance into the workforce management process. The InVision Enterprise WFM system enables users to reduce payroll errors by automatically checking agent time records against schedules before exporting time records to payroll systems. This enables errors and anomalies in actual worked time to be corrected, clean data to be sent to payroll systems and pay inflation to be eliminated. Further benefits are reduced administration costs due to automated time account calculation as well as increased agent productivity and satisfaction.

Another approach is to use WFM to maintain and improve service levels across all communication channels without increasing resourcing costs: The explosive growth of web 2.0 applications such as social networking and communities is forcing enterprises to change how they interact with their customers, prospects and partners. Although the telephone still remains the primary communication tool between businesses and their customers, the web 2.0 generation also uses channels such as email, chat, SMS, and instant messaging. Processing these multiple channels and various customer contacts – front office and back office – is one of the main challenges in today’s contact centre and requires efficient and demand-oriented scheduling of agents. The innovative multi-channel technology of InVision Enterprise WFM enables multi-skilled agents to be deployed in an efficient and cost-saving way while improving service level across all channels, boosting customer satisfaction and increasing revenues at the same time *.

Visit InVision Software at the 2009 Call Centre Expo: 

  • 22-23 September 2009
  • National Exhibition Centre Birmingham, Hall 9, stand F7

“Enterprise Workforce Management – The Essential Survival Guide to Surviving an Economic Downturn” presented by Cameron Welsh, InVision Software:

  • Wednesday, September 23rd, 2009, 2:00 p.m. 
  • Call Centre Technology Theatre

* In cooperation with Donna Fluss, Founder and President of DMG Consulting, InVision offers the free white paper “Building a Multi-Channel Contact Centre in the Era of Social Networking”. It can be downloaded at:

http://www.invisionwfm.com/eng/download/file/15592/297376/version/2/file/MultiChannelCC_SocialNetworking_sec.pdf.

Additionally, a webinar on this topic can be viewed at:

http://event.on24.com/eventRegistration/EventLobbyServlet?target=lobby.jsp&eventid=154027&sessionid=1&key=17B44A22E6B700C79FBDBBAF6BFA67F7.