On Thursday, 30th January 2014 at 1 pm GMT, injixo will present the free webinar “Seven Strategies to Improve Adherence and Attendance” on callcentrehelper.com. Participants in this interactive online session will learn how to deploy a focused seven-step programme to improve attendance and schedule adherence in a call centre - from the very first definition of what the adherence problems actually are, and what impact that lack of schedule adherence has on the call centre, to addressing and managing those problems to improve efficiency, and the tools that can be used to support and achieve defined adherence goals.
One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting, or the numerous iterations to determine the best schedule combination. The hardest part may occur after the schedules are in place, i.e. simply ensuring there are frontline staff available when and where they are required. Some contact centres are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? In this session, the panellists Jonty Pearce, editor at Call Centre Helper; Penny Reynolds from The Call Center School, and Chris Dealy and Dean Couchman, both from injixo, will explain how to quantify the service and cost implications of missing staff. They will identify options for setting adherence performance goals and ways to communicate and sell those goals to staff. As this is an interactive webinar, the audience will also be able to participate in the discussion, share tips, post questions and comments in a live web chat and vote in polls.
To sign up for the free “Seven Strategies to Improve Adherence and Attendance” webinar please register here: Free Webinar@callcentrehelper.com.
At this year’s ‘Erfolgreiches Contactcenter 2013’ industry event, which takes place on 5th November 2013 at the Congress Park in Hanau, Germany, InVision is once again taking part as an exhibiting solutions provider. Visitors to the InVision stand will find out how contact centres can realise efficiency and cost savings for their staff scheduling, with the help of cloud-based and mobile workforce management solutions.
Undoubtedly, cloud computing and mobility are global trends that, on the one hand, are changing business processes from the start, and on the other hand have a major impact on each individual, as well as on society as a whole. Studies confirm the constantly increasing use of smartphones and mobile web applications and the continued interweaving of professional and private lives, particularly for the so-called ‘Generation Y’. Technological progress, changing user habits and the ‘Digital Natives’ generation have long made their way into the contact centres. Nowadays, customers not only expect a quick and excellent service on the phone – they are also choosing other communication channels such as short messages, e-mails or chats, to contact businesses.
Contact centres increasingly rely on cloud-based and mobile technologies, not only to meet customers‘ service expectations but also to retain valuable employees in the field of workforce management. At the ‘Erfolgreiches Contactcenter 2013’ industry event, InVision presents its injixo brand, which provides a series of cloud products that enable contact centre managers and planners to forecast, schedule and evaluate their staffing requirements as efficiently as possible, particularly by involving their agents in the planning process. The focus is primarily on the inclusion of the agents’ availabilities and shift requests, the deployment of a shift exchange and an agent portal that is tailored to mobile use with smartphones or tablet computers.
Visit InVision at the German industry event ‘Erfolgreiches Contactcenter 2013’:
At this year’s Call Centre & Customer Management Expo, taking place on Wednesday and Thursday, 2nd and 3rd October 2013, in National Hall, London Olympia, injixo (stand H60) will present the latest developments to the injixo WFM cloud solution, as well as the fully reissued e-learning programme of The Call Center School. Like injixo, The Call Center School is a brand of InVision, a world leader in contact centre workforce management (WFM) solutions.
Visitors to Call Centre Expo 2013 can see a live demonstration of injixo WFM on stand H60 – including a number of innovative new features such as the fully automatic forecast functionality as well as the new smartphone- and tablet-friendly agent portal. With the injixo WFM cloud offering, InVision enables companies to use its multi award-winning workforce management solution for a simple, all-inclusive monthly subscription of £/€9 per user, plus a nominal setup and training fee. There is no need for capital investment in software or hardware and there is no need for heavy IT implementation projects. As released, updates are instantly available with zero effort on the customer’s part. injixo WFM includes industry-leading provisions for data security and high uptime is guaranteed. Companies only need a web browser to access a ‘tier one’ WFM solution at low cost and zero risk. All visitors are invited to enter the free injixo prize draw at stand H60 to win an Apple iPad and free implementation of injixo WFM.
In addition, injixo will showcase the extensively updated release of The Call Center School’s e-learning programme. At the injixo stand, visitors will have the opportunity to take a look at the advanced e-learning courses covering Frontline Fundamentals, Supervision, Operations, Quality Assurance, Sales, Surveying and Workforce Management. The Call Center School’s learning offerings are the market-leading training materials in the US, and at present, the entire e-learning curriculum comprises more than 75 hours of training that is provided in more than 150 modules. Using this comprehensive and currently unrivalled educational portfolio, contact centres can obtain a complete advanced training programme from a single source. The cutting-edge training has been fully revised both in content and technology, and the modules now offer interactive control and learning elements that increase motivation and make learning fun. Visitors of stand H60 can enter the free prize draw to win an e-learning course of their choice and a free copy of The Call Center’s School e-book “The Power of One”.
Visit injixo at Call Centre & Customer Management Expo 2013:
On Thursday, 19th September 2013 at 1 pm GMT, injixo will present “Creative Scheduling Strategies” in a free webinar on callcentrehelper.com. Participants in this interactive online session will learn about the common scheduling challenges and problems contact centres face. They will also compare some traditional techniques of effective scheduling that match up the contact centre’s workforce to the workload, with creative strategies to find the right balance between efficient schedules, service requirements and staff preferences.
Scheduling is the art and science of getting just the right number of people in their seats at precisely the right times to handle the workload. Too many agents at one time of day means that contact centres are paying needless money for staff when they are not needed. Then at peak times, when there are not nearly enough people to go around, service level suffers and customers are facing a never-ending queue of calls. Additional factors also need to be included that makes scheduling even more complex: flexible shifts, part time and full time staffing, home working, dealing with holidays, banked hours, skill-based scheduling, extended hours of operation, or the need to cover e-mails, web chats and social media interactions in addition to calls.
In this webinar, the panellists Jonty Pearce, editor at Call Centre Helper, Penny Reynolds from The Call Center School, and Chris Dealy from injixo, will discuss the most common problems call centers face with the delicate balance between service and efficiency. They will look at different scheduling strategies and explore how they work, and offer practical tips on getting that “just right” set of schedules in place. As this is an interactive webinar the audience will also be able to participate in the discussion, find out which strategy could be best for their own business, share tips, post questions and comments in a live web chat and vote in polls.
To sign up for the free “Creative Scheduling Strategies” webinar please register here: Free Webinar@callcentrehelper.com.