Workforce Optimization Featured Article

IEX Improves Scheduling and Adherence for Healthcare Contact Center

August 25, 2008

Improving efficiency in the contact center is key to reducing business costs and improving customer response.
When CSC's healthcare contact center operation was faced with the need to improve their scheduling accuracy and adherence, they turned to IEX (News - Alert) for the TotalView Workforce Management system, a NICE SmartCenter solution.
The healthcare contact center, which boasts nearly two million customer touches per year and grows to 500 employees in five states during peak seasons, knew that handling the scheduling of these employees manually with spreadsheets and confusing color-coded worksheets, was no longer efficient.
Manual entries were the only way to track communications prior to the implementation and this caused a problem as multiple hands were "touching the same data over and over again" said Nicole H. Daniels, Measurement Professional at CSC.
After implementing the IEX TotalView Workforce Management system, they are able to more accurately create and capture information that reflected demand and forecasted agent availability.
With improved call center scheduling, agents are more satisfied and managers can effectively manage and plan agent work schedules and maximize productivity.
"With the implementation of the IEX TotalView system, our forecasting process has been improved across the board. We now have accurate projections of volume and AHT, and can create staffing plans to meet our service level targets and provide a quality customer experience," Daniels said.
"With the IEX TotalView system, our agents can now request four-day work weeks or part-time shifts, and we can accommodate them because we have the planning tools in place to ensure that our business needs will continue to be met."
IEX Corporation is a NICE Systems (News - Alert) company and offers workforce optimization solutions that help call centers with planning and performance for their operations. Earlier this month, NICE Systems announced revenues reached a record $155.3 in the second quarter of 2008.
“The demand for NICE's solutions remains strong in our two market sectors, enterprise and security, across all regions,” said Haim Shani, CEO at NICE.
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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