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Workforce Management
Teleopti CCC
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Teleopti CCC is an award winning management solution for contact centres. A powerful yet uniquely easy-to-use solution, Teleopti CCC enables you to instantly create accurate forecasts for the next few days and months ahead. This means you rapidly attain an optimal utilisation of your contact centre's resources and gain better balance in your staffing. Because the scheduling is optimised automatically, you minimise the risk of both overstaffing and understaffing, irrespective of changes in service demands. this in turn leads to improved employee satisfaction and helps reduce staff turnover.
At an early stage, Teleopti CCC provides you with forecasts that show how you can greatly diminish costs. In other words, it clearly defines how much money you can save while dramatically improving customer service or raising sales targets.
Don't miss out! Datapulse are offering a free operational assessment for contact centres. The assessment will provide an overview of your current resource planning, call traffic and service levels, we will then create an optimal resource plan for your review. For more details click here
Key features
- Builds profiles of typical days, predicts future call volumes, and optimal staffing levels
- Improves customer satisfaction by keeping call holding times to agreed levels
- Records individual agent preferences and ensure they are equitably observed
- Increases revenue by reducing lost sales resulting from abandoned calls
- Optimises staffing levels and thereby control operating costs
- Schedule all agents for weeks, months or even years ahead
- Display trends and deviations in forecasts and schedules, so timely corrective action can occur