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.
According to preliminary results, InVision AG (ISIN: DE0005859698) increased its EBIT (Earnings Before Interest and Taxes) by approximately 220 percent, to approximately EUR 0.5 million in the first half of 2013. In the first half of the previous year the EBIT equalled EUR 0.17 million.
The Company achieved total revenues of approximately EUR 6.4 million, which represents a decrease of approximately 5 percent compared to the same period of the previous year (6M 2012: EUR 6.8 million). This decline is mainly attributable to the downturn of licence revenues of approximately EUR 0.8 million and this is due to the transformation of the Company’s business model that was finalised last year. Services revenues were at approximately EUR 1.2 million in the first half of the year (6M 2012: EUR 1.3 million), whereas revenues from Software and Subscriptions totalled approximately EUR 5.2 million (6M 2012: EUR 5.5 million).
Since the end of the last financial year, liquid funds rose by approximately 60 percent to approximately EUR 4 million (31st December 2012: EUR 2.5 million). Additionally, the Company invested approximately EUR 0.2 million in the buyback of treasury shares in the second quarter of 2013.
The Company continues to record sustained high demand for cloud-based services and therefore expects rising subscription revenues to continue for the second half of this year. Concurrently, the annual cost base has been reduced to approximately EUR 11 million; therefore a further increase in profitability is expected.
InVision AG will provide a definitive earnings forecast with its complete financial report for the first half of 2013. This report will be available for download on this website, in the section 'Financial Reports'.
Today, the Executive Board of InVision AG (ISIN: DE0005859698) decided, with the approval of the Supervisory Board, to buy back up to 50,000 of the company’s own shares on the stock exchange (corresponding to 2.24 percent of the share capital), at a maximum price of EUR 25 per share, starting from 30th May 2013. The share buyback is based on the authorisation granted at the Annual General Meeting of 24th August 2010 to acquire up to 10 percent of the company's own shares. InVision AG currently holds 43,648 treasury shares. This corresponds to 1.95 percent of the share capital.
The repurchased shares may be used for all purposes permissible under the authority granted at the Annual General Meeting of 24th August 2010, and applicable to the provisions of the stock corporation law. The equivalent value per share (excluding extra acquisition charges) may not be more than 10 percent higher or lower than the stock exchange quotation, which is determined in the opening auction in XETRA trading on the Frankfurt Stock Exchange on the relevant trading day.
The share buyback is to be exercised independently and without the influence of the company by M.M. Warburg & CO Kommanditgesellschaft auf Aktien, Hamburg (Germany), upon application of the safe harbour regulations.
InVision AG regularly provides information on the development of the share buyback programme on this website in the “Investors” section, under “Share Buyback”.
Today, InVision AG (ISIN: DE0005859698) published its 2013 Three Month Report and confirmed the preliminary results that were previously published on 18th April 2013. In the first three months of the current fiscal year, the Company achieved total revenues of EUR 3.05 million, which is relatively at the same level of the previous year (3M 2012: EUR 3.18 million). The Company generated EUR 2.45 million (3M 2012: EUR 2.6 million) of this revenue with Software and Subscriptions, whereas EUR 0.6 million of revenue (3M 2012: EUR 0.58 million) was generated with Services.
In the first quarter of 2013, EBIT (earnings before interest and taxes) equalled EUR 0.13 million, which corresponds to a total increase of EUR 0.5 million. In the first quarter of 2012, InVision achieved an EBIT of EUR -0.36 million. The Company again recorded a net profit in the first three months of the 2013 fiscal year. The Group’s consolidated result increased by EUR 0.78 million, from EUR -0.66 million in the first quarter of 2012 to EUR 0.12 million in the first quarter of 2013. Thus, earnings per share rose to EUR 0.05 in the first three months of 2013, compared to EUR -0.30 in the same reporting period of the previous year.
Since the end of the last financial year, liquid funds also increased significantly. As of 31st March 2013, the Company’s cash position rose by 51 percent to EUR 3.75 million (31st December 2012: EUR 2.49 million). Additionally, the annual cost base was further reduced to less than EUR 11.5 million, compared to EUR 11.7 million as of 1st January 2013.
The complete financial report for the first three months of 2013 is available now for download on this website under 'Financial Reports'.
On Thursday, 23rd May 2013, at 1 pm GMT, injixo will present the free “Top 5 Workforce Management Myths” webinar on callcentrehelper.com. In this interactive online session, participants will hear some common misconceptions about workforce management (WFM) and learn to understand the true facts of WFM that disprove these myths.
Workforce management encompasses a complex set of organisational processes. This complexity might be one reason why there are many common misconceptions about WFM, for example: “Overtime is always evil”, “True labour cost is easy to calculate” and “Expensive software is the solution”. These workforce management myths often discourage organisations from implementing effective WFM practice and prevent them from realising the benefits of WFM systems.
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 explore some common WFM myths and provide insights that the participants can take away to improve their WFM practices without disruptive change and without spending lots of money.
To sign up for the free “Top 5 Workforce Management Myths” webinar please register here:
Dr. Christof Nesemeier, Supervisory Board member of InVision AG (ISIN: DE0005859698) since 2004, has announced his resignation from the Supervisory Board with effect from 31st July 2013, in order to focus on his role as Chairman of the Executive Board of MBB Industries AG, Berlin.
At the Annual Shareholders‘ Meeting, which will take place on 12th June 2013 in Ratingen, the Supervisory Board will submit to elect Matthias Schroer, Mülheim an der Ruhr, as a new member of the Supervisory Board of InVision AG. Matthias Schroer is one of InVision’s co-founders and was a member of the Executive Board until 30th June 2011.
According to preliminary results, InVision AG (ISIN: DE0005859698) achieved an EBIT (earnings before interest and taxes) of approximately EUR 0.1 million, and thus improved its operating result by approximately EUR 0.5 million (3M 2012: EUR -0.4 million). Liquid funds also rose by approximately 50 percent since the end of the last financial year to approximately EUR 3.8 million (31st December 2012: EUR 2.5 million). Additionally, the annual cost base was further reduced to approximately EUR 11.5 million, compared to EUR 11.7 million as of 1st January 2013.
Revenues amounted to approximately EUR 3.1 million and were thus at the same level as in the previous year (3M 2012: EUR 3.2 million). Revenues from software and subscriptions totalled approximately EUR 2.4 million in the first three months of 2013 (3M 2012: EUR 2.6 million), while services revenues equalled approximately EUR 0.6 million (3M 2012: EUR 0.6 million).
From 13th May 2013, the complete financial report for the first three months of 2013 will be available for download on this website, in the section 'Financial Reports'.
This year’s Customer Strategy and Planning conference will take place from 29th to 30th April 2013 at the Chesford Grange Hotel in Warwickshire. This annual conference of the Professional Planning Forum offers a rich mix of call centre management topics and provides two full days of case study presentations, keynote speeches, workshops and discussion panels. Visitors to the expo area of the conference will have the opportunity for a live demonstration of the injixo cloud offering.
injixo WFM is a feature-rich true cloud workforce management solution that does not require upfront capital investment in expensive software licences and servers. It is easily accessed via a web browser and can be used without a lengthy start-up process. injixo WFM is offered at the price of £9 per user per month, and the user count can be temporarily scaled up when needed for seasonal peaks or campaigns. injixo WFM supports the entire WFM cycle, from requirement and capacity forecasting through single- and multi-skill schedule generation, on-the-day management, agent self-service, schedule adherence monitoring and comprehensive reporting functions.
injixo Learn provides various online training programmes for injixo WFM users as well as a comprehensive curriculum of courses powered by The Call Center School. Besides the e-learning classes that provide how-to instruction on all aspects of injixo WFM, injixo Learn offers a set of online training courses to fit the needs of personnel in all roles and at all levels in the contact centre: frontline staff, contact centre supervisors, workforce planners, quality specialists and contact centre executives.
injixo Community is a free service for all injixo users, providing the opportunity to get in touch with peers and to expand their professional network. Members can share and vote for ideas – including enhancements for injixo WFM and The Call Center School classes, make suggestions, post tips, give answers to previously raised questions and launch new discussion topics. The injixo Community also provides a host of articles and white papers about best practices for injixo WFM and resource planning generally.
The Customer Strategy and Planning conference is a subscriber-only event for members of the Professional Planning Forum. However injixo is able to offer free tickets for the first day to enable non-members to sample the conference. Contact Chris Dealy for more information: phone: +44 (0)1527 454086, email: firstname.lastname@example.org.
Visit injixo at the 2013 Customer Strategy and Planning Conference:
This year’s Kundtjänst i fokus conference, the annual conference of the Swedish Call Centre Institute, will take place on Thursday, 25thApril, and Friday, 26th April 2013, at the Westmanska Palatset in Stockholm. In the exhibition area, InVision will showcase cloud-based workforce management (WFM) from €/£9 and presents live demonstrations of the product injixo WFM.
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. 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.
Cloud WFM is opening up the power of workforce management to a wider community than ever before and it is vital that powerful WFM tools are backed up with training and education in best practices. The Call Center School, part of the InVision Group, offers a comprehensive curriculum of training, including Frontline Fundamentals, Supervision, Operations, Quality Assurance, Sales, Surveying and Workforce Management. The Call Center School delivers via the classroom, web seminars and self-paced e-learning, and also offers licensing of training content for in-house use and consulting services.
Visit InVision at the 2013 Kundtjänst i fokus Conference: