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Telecom Reseller
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Telecom Reseller
September/October 2015
WEBB
Higher Education + Technology = ACUTA
continued from page 3
three essential tools for managing remote agents.
and special event sta ng, including the need
k reducing
for supervisors to limit agent time o . Sta ng s
As a CIO, it is important for
• Professional networking at its best happens at the face-to-face AGENT SELF-SCHEDULING TOOLS
requirements can be easily lled with no gaps in
me to be a part of a group of events and via the listserv/community. We provide opportunities to connect employee e At-Home model supersedes so ware service as remote agents view available time slots
people who strive to con nually evolve as knowledgeable with people who can help you succeed.
te apps and solutions o ered to on-site agents. Remote and choose work hours compatible with their
technology professionals.
• High-quality education features presenters at seminars and protect the agents can create schedules unique to their schedules.
I know of no be er organiza on conferences who are experts in the eld.
re not taken
availability and schedules can be segmented Intra-day optimization is also simpli ed with a
to be a part of than ACUTA.
Keith Fowlkes • Valuable publications bring critical information to you in a timely, employees throughout the day and vary on a daily basis.
remote agent self-scheduling. When agents
Director of Informaon Technology pro-active way.
country to Features of self-scheduling so ware tools cannot ll their allotted time slots, supervisors m
Services and CIO Centre College
• Online resources give you access to solutions that will help you meet the needs of your campus faculty, staff, and students.
o be altered
expand agent capabilities by allowing:
can notify remote agents and receive help quickly t
• Professional development opportunities . ● scheduling through an easy agent self- service scheduling tool;
without disruption to service levels.
is feature is critical for juggling holiday s
abound at ACUTA, giving you experiences that will help you grow professionally and advance loss of pri- a checkout method for self-scheduling to sta ng issues. Last-minute schedule changes e
your career.
followed?
● accommodate sta ng requirements based on and overtime requests can be sent to agents’
www.acuta.org a company business needs; and
computer screens via pop-up messages.
e employee? ● schedules that can be created in blocks of Supervisors can quickly review current-day
Questions: Call Amy at (859) 278-3338.
this article time to accommodate both the center as well as sta ng and recalculate those needs for the
Connecting Campus IT Professionals with Ideas and Solutions
Join Today!
three essen-
agent’s personal needs.
day through an intra-day analysis function
olicy. %
Remote agent self-scheduling tools virtually with con dence that sta ng needs will be p
eliminate complications of vacation, holiday,
accommodated by remote agents.
REAL-TIME AGENT ADHERENCE
Connect. In-house agents encounter interruptions
Inc. throughout the day that a ect productivity.
Remote agents are proven to be more productive Connect and Communicate
with reported increased productivity of up to
one-hour daily.
Working in an environment without
ETRONICS DOES IT ALL!
disruptions allows remote agents to focus on L
meeting service level objectives and customer
service.
e best option for monitoring remote
agent adherence is real-time adherence tools.
Supervisors can view adherence status at any
time in a window that is refreshed according to
the timetable set by the user.
When an agent is out of adherence, the
&system typically spotlights the discrepancy
M
by a visual device such as color-coding. More
comprehensive systems provide important WE BUY
ING additional information by indicating the nature K
of the violation (e.g. late start, improper activity, YOUR EXCESS
REPAIRS
TS
logged out early) as well as the agent’s current C
state (e.g. ACD inbound, logged o , a er-call
work) and the duration of the problem.
ONLINE PRODUCTIVITY TOOLS
Online productivity tools make the workday
easier for agents and supervisors. Remote agents
can manage day-to-day activities, as well as personal performance. is functionality enables
agents to:
View schedules, as well as changes made on
● a real time basis
● Submit change requests and trade shi s
with other agents based on business rules
● View KPI’s delivered real time through the
noti cation system, allowing agents to quickly
change behavior to meet goals
● Manage vacation time through automated TRAINING
INSTALLATION
requests according to business rules de ned by
the HR system
● Communicate with other agents via a
bulletin board system
M
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e remote agent pool is limitless and multiple
con gurations of scheduling options are possible.
Remote agents can be located anywhere in the M
Series telephones keep your customers connected to stream sound, place
country and are available for hard-to- ll time
slots, enabling contact centers to o er extended hours or accommodate non-traditional operating and receive calls over their own cell network, charge phones and tablets, and
hours. access the Internet via a built-in Wi-Fi access point. Call +1.719.368.6544,
■
write info@teledex.com, or visit www.teledex.com for product and pricing
TELECOMReseller
details and to request a sample phone.
ing, from installation services to excess purchasing, A1 Teletronics does it all.
n
e independent distribution within the telecommunications and networking channel
ADVERTISING
dedication to quality and service. We’ll help you connect and communicate.
d
Call: 360 260-9708
Toll Free: 800 667-8965
800.797.2983
Fax: 360 260-9726
Accept no substitutes. www.a1teletronics.com
Web: www.telecomreseller.com
©2014 Cetis, Inc. Product specifications and descriptions in this document subject to change without notice. CetisM, Teledex are trademarks or registered trademarks of Cetis, Inc.
1 Teletronics, Inc. is not affiliated with the manufacturers of the products it sells except as expressly noted otherwise. A
ociated with the manufacturers’ names and products are owned by the respective manufacturers.
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