At this year’s European contact centre trade show CCW in Berlin, InVision will present several new innovations for the injixo and The Call Center School brands. As well as a number of new German e-learning courses for call centre agents, the workforce management specialist will premiere three new products of the injixo cloud platform: injixo Forecast, injixo Act and injixo Me.
Everyday, vast amounts of data are being processed in a call centre to be able to forecast the expected workload. In order to obtain accurate forecasting results, which correspond to the actual situation as closely as possible, many individual steps need to be performed. This is usually done manually in most systems. This process requires huge control and processing efforts on the imported data material, and is highly time-consuming and labour-intensive. For planners, the injixo Forecast cloud solution reduces these efforts to a minimum as the system performs these steps automatically. injixo Forecast not only processes historic data but also current, newly generated data that are permanently entered into the system in real time. Deviations from target/actual comparisons, outliers and exceptions are clearly plotted and are directly included in subsequent calculations after being solved. Thus, the system becomes increasingly intelligent and the forecast quality is automatically improved.
Permanent Intraday Management
With injixo Act, InVision introduces an extremely powerful tool for maintaining controlled service levels. The system permanently updates all necessary KPIs and automatically displays a forecast of the expected service level, highlighting potential service quality issues that may arise during the rest of the day. Thus, call centre supervisors can continuously monitor both current and future service levels, and are able to prevent upcoming over- or understaffing situations in advance. As a result, service quality can be constantly maintained at the desired level throughout the day. injixo Act can be used anytime, anywhere - on computers, smartphones or tablet PCs.
Mobile Employee Portal
The new injixo Me employee portal helps agents to organise their shifts and schedules. This innovative cloud application provides all of the functionality necessary for an employee-oriented workforce management, such as shift schedule overviews, selection of preferred working hours, change of shifts, leave management and time recording. Agents can easily access the dashboard which clearly displays all essential information. In addition, all important data can be transferred to local calendar applications such as Outlook or iCal. injixo Me is also available for mobile devices, ensuring that agents can manage their schedules anytime and anywhere.
Have a look at InVision’s trade show innovations live at CCW 2014 and be inspired by the injixo cloud solutions:
All InVision trade show dates at a glance:
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’: