ICCC | WFM

From MIS to workforce Management(WFM)

- Forecasting & scheduling (also "what if" scenarios)

- Web enabled self-services (includes agent interaction)

- Adherence (keeping track of agent status)

- Reports alerts (e.g. immediate reallocation of agents)

- Basic scorecards (ensures skilled based routing)

Powerful graphical tool - easy to configure

Average Handling Time(absolute)

Actual Statistics out of Range Service Level(absolute)

ICCC A/S - Telegrafvej 5 B - 2750 Ballerup, Denmark - Phone: +45 44 86 04 00 - Fax: +45 44 86 03 99 - iccc@iccc.dk

Benefits :

- Reduces time to

answer

- Increases agent &

customer satisfaction

- Minimizes work power

- Continuous service

improvements

- Handles all media

types

"For every 1 % increase of agent satisfaction customer satisfaction is increased 0,53 %"

(Ref.:Gartner Group)