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InVision Software and DMG Consulting Present Free White Paper: Building a Multi-Channel Contact Center in the Era of Social Networking

by InVision Software Inc. - February 8, 2010

InVision Software and DMG Consulting Present Free White Paper:

Building a Multi-Channel Contact Center in the Era of Social Networking

 

InVision Software, a leading international provider of workforce management solutions and DMG Consulting, an independent research, advisory and consulting firm for the contact center market, offer a free white paper on best-practices for managing real multi-channel contact centers. The downloadable guide discusses the impact of social networking and other alternative channels on contact center operations, reviews the technology requirements for the contact center of the future and gives practical advice on forecasting and scheduling in multi-channel environments.    

 

The growing adoption of new communication channels in customer service – like email, chat, SMS (texting), community bulletin boards and social networking is forcing enterprises to change the ways they interact with their customers. Adding new channels to customer service will cause a “highway effect” which is comparable to opening-up additional lanes. This multiplies the planning requirements for contact center managers, operations executives as well as workforce and forecasting managers. Workforce management helps to optimize staffing to ensure that multi-channel interactions are handled by agents with the right skills on a timely basis.

 

“Live customer interactions are more and more shifting from a predominance of voice to multi-channel,” says Peter Bollenbeck, CEO of InVision Software. “Most contact centers have not yet become accustomed to the changing needs of their customers and still continue to provide primarily phone-based services. But to stay at the top, they have to act now to keep up with the changing channel preferences or they risk having customers defect to their competitors. Our solution, InVision Enterprise WFM, supports them in meeting these new challenges in a multi-channel environment ensuring service level adherence for all customer interactions.

 

Building a multi-channel contact center requires changes in all aspects of a contact center: its organization, structure, policies, best practices, technology and staff. To succeed, some basic technology requirements have to be fulfilled. Such as a workforce management system that uses the appropriate mathematical algorithm for optimized forecasting and scheduling, universal queuing, quality assurance, coaching and eLearning solutions.

 

To learn more about ”Building a Multi-Channel Contact Center in the Era of Social Networking” download the free white paper at www.invisionwfm.com/engus/home/workforce_management/downloads.

 

About InVision Software

InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimize their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.

Further information at: www.invisionwfm.com

 

Press contact:

US contact:

Jutta Handlanger

InVision Software AG

Head of Corporate Communications

Craig Shambaugh

InVision Software Inc.

Vice President Sales – North America  

Halskestrasse 38, D-40880 Ratingen (Germany)

3333 Warrenville Road, Suite 200, Lisle, IL 60532

phone: +49 (0)2102 728-252, fax: +49 (0)2102 728-111

e-mail: pr@invision.de

phone: (630) 799 8371, fax: (630) 799 8101

email: craig.shambaugh@invisionwfm.com

 

 
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