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Should Agents Self-Serve - When it Comes to Holiday Requests?

Topic Views - 71

Business Consultant

.

Self Service Agent Services, in other words Automated holiday request.
As you all will probably know, holiday/Vacation requests can become a pain. I am interested to find out how you have come to tackle this problem?

Did you deploy a system offered by WFM software, Excel or Paper?
What are your thoughts?

Telecom/Reporting Analyst

Outsource callcenter

In House System
Our 'Mission Control Desk' guy is not a programmer per se, but loves to fiddle with MS Access. He has built a large program in Access that handles all the agent scheduling and vacation requests. He has also tied it into a QA scoring system. It's pretty neat.

MI Capability Manager

Vertex DataScience Ltd

Self Service Agent
TotalView which we use offers many self service features which if turned on can make life easier for agents and planners alike. Availability comes down to the version being used, but features include self holiday booking and Shift swaps (matching skills to ensure no dilution in plans).

Business Consultant

.

Question
So would you/do you allow team leaders to have access to record or process the information?

Telemarketing Manager

CCT

WFM
Charlie

Main point is that we are not a call centre, we have an online intranet system which the team leader fills in, this works fine.

If you wanted an effective package for a call centre something like Qmax or IEX or Blue Pumpkin would do the job.

Jason

WFM & Business Telephony Manager

Healthcare Insurance

Holiday Sheduling
If you wanted an effective package for a call centre something like Qmax or IEX or Blue Pumpkin would do the job.

Get it right Jason, get it right...

DaveA

consultant

concerto sofware

Holiday Sheduling
Or RightForce WFM from Concerto Software!!!!

Telemarketing Manager

CCT

Dave
Spot the obvious error.

Telemarketing Manager

CCT

Concerto
Tiffany, would you need a Concerto dialer to implement RightForce?

WFM & Business Telephony Manager

Healthcare Insurance

Jason
Obvious or deliberate?????

I'm sure it was just an attempt to wind me up :-)

DaveA

consultant

concerto sofware

Concerto
No its not necessary to be using a Concerto dialer in order to consider our Workforce Management applications. Our RightForce solution can integrate with any standard ACD and/or Dialer or multiple disparate ACD's and Dialers to provide inbound / outbound/ multimedia workforce management.

Headcount Planning Analyst

PayPal

In defence of Q-Max
Dave

Your opinions on Q-Max are well documented and I don't want us to get into another round of discussions about its functionality, however I feel that I should make these points.

In our company we use Totalview, Q-Max and Aspect.

We use them all for the purposes of WFM and for leave allocation.

They all perform well in terms of functionality, accuracy and ease of use.

They all replaced bespoke Excel / Access solutions.

They all work better than the systems they replaced.

This is not a wind up!

Eamon

Business Consultant

.

Or Openwave
Not to blow a big horn, but Open Wave (shifttrack) does it as well.

I was wondering as I have recently attended a few meetings/Planning forum events and the Self Managment option keeps popping up.

I suppose alot of work goes into bespoke Excel / Access solutions but eventually the creator of these docs may no longer be around?

BSE

Real Profit Solutions

Self Service Agent Services
Hi Charlie,
The Tribune Suite is a VERY useful Intranet enhancment and HR online solution.

Resourcing Manager

WFM
looked at quite a few recently.

openwave looked really good but Teliopti just pips it for me.
Both have cool agent interaction/self service type stuff.

anyone else compared the 2 - or use them?

Si

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