InVision Demonstrates Integrated Time and Workforce Management at Contact Centre Planning 2009

InVision Software, a leading international provider of contact centre workforce management solutions, will demonstrate to visitors of this year’s “Contact Centre Planning” conference the benefits of integrated time and workforce management. Contact Centre Planning is organised by the Professional Planning Forum and one of the biggest events of its kind in Europe. The Professional Planning Forum is an independent industry body supporting effective resourcing and planning in the contact centre industry and works across all industry sectors to provide specialist support for contact centre professionals. This year, the conference takes place from 27th to 28th of April at the Novotel London West, and more than 400 contact centre and planning professionals are expected to discover how to balance customer-focus and business efficiency through optimised staff planning.

Contact centres are increasingly oriented towards flexibility and performance. As staff and time are the two most valuable resources for contact centre operations, the introduction of flexible working times helps to increase productivity and reduce costs. This has an impact on the staff planning and management of working times: The more flexible the working times, the more complex the requirements for scheduling and time management. Therefore integrated time management with the ability to manage the range of flexible working hours of employees is essential for efficient workforce management (WFM).

Efficient Time Management Meets the Demands of Flexible Working Environments

InVision Enterprise WFM software solution supports the whole workforce management process on a single platform – from forecasting to staff scheduling, optimisation, time management and monitoring. Its time management functionality covers all required steps: transfer, distribution, account allocation, control and approval of working times as well as calculation of time accounts and provision of account-related information for payment systems. It offers very flexible options for managing employees’ recorded working times. According to any number of individually definable rules, the time recording data is automatically booked in real-time to fully adjustable time accounts such as overtime, extra shifts, flexible work time, normal work time or holiday. The extensive automation minimises the manual handling effort, saving time and costs, and also helps to avoid errors, easing the scheduling burden and increasing employee satisfaction.

Members of the Professional Planning Forum can register online for Contact Centre Planning 2009, Novotel London West, April 27-28th, 2009: www.planningforum.co.uk.