InVision at Online Symposium: How to Optimise Scheduling Efficiency in a Multi-Skilled Labour Pool

At this year’s Online Symposium on Optimal Performance, InVision Software, a leading international supplier of enterprise-wide workforce management solutions, will showcase how contact centres can optimise efficiency in a multi-skilled labour pool. The symposium is hosted by CRMXchange, the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC), and takes place on November 3rd – 6th, 2009, for the third year in a row. The one-hour live session of InVision Software starts at 5:30 p.m., on Friday, November 6th. As gold sponsor of this year’s symposium, InVision is also going to present contact centre case studies, white papers and industry news at its virtual booth.

The online symposium is dedicated especially to contact centre professionals and offers workshops and online sessions presented by selected industry experts. Furthermore, visitors can chat with peers and get access to industry expert knowledge as well as hot topics in contact centre management that are provided at the virtual vendor booths. More than 1,000 people from over 50 countries attended last year’s symposium.

In the course of InVision’s live session, Craig Shambaugh, Vice President North America, and Rick Daley, Senior Manager at InVision Software, will discuss common scheduling challenges and present new solutions to make the workforce management process more accurate and easier to manage. “Availability is the bane of most contact centres,” Shambaugh said. “Its cost to the organisation is greater than overtime and its impact more far reaching than simple payroll – somewhere out there, while agents sit available, a customer waits on hold in a different queue.”

“Most contact centres turn to cross-training to maximise workforce productivity, but without the right scheduling strategies and tactics, most will still fall short of their goals, especially when communications channels other than the phone are used,” Daley added.

Join InVision’s live session “Sink or Swim – How to Optimise Scheduling Efficiency in a Multi-Skilled Labour Pool”

  • Friday, November 6, 2009, 12.30-13:30 pm EDT
  • www.ecrmevents.com/events/15

Visit the virtual InVision booth at the Online Symposium on Optimal Performance