Solutions delivered with Newbridge Partners provide the value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.
The service center forecasting module will run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.
The service center scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels and center budgets.
Intra-day Management graphs display of agent schedules and can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.
Real-time Adherence Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
Exception Planning integrates exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
These features Ensure service levels and customer satisfaction by maintaining agent adherence, remote or on premise, with management of agent activities and real-time alerts when agents exceed thresholds.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!