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| Callcenter Bid Manager is a Web enabled application, gives the agents the power to identify/maintain their own shift preferences and match them with available schedules. Agents can even bid for schedules across sites. The assignments process is automated - running multiple iterations during the bid until all vacated schedules are offered. Resource planners see the process as fast and easy while agents see it as in their control and fair. Each agent has access to reports that indicate 'competition' for schedules, so that they learn to manage their own expectations. Updates and results can be communicated via e-mail, further improving communication and reducing workloads. Callcenter Floor Manager completes the schedule assignment cycle. Once agents have their new schedule, they need to be matched up with a supervisor whose schedule provides good coverage. Scarce workstation space can be optimized using a variety of seating scenarios, while proximity of agents and supervisor is maintained. Callcenter Floor Manager improves coverage, optimizes your space and reduces cycle time from days or weeks to hours.
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