ScottishPower is implementing a workforce management system to improve its scheduling of agents and raise performance efficiency across the board.
The energy supplier is using TotalView from QPS on the project, along with several additional modules designed to improve its contact centre management.
“TotalView will help take our operation to the next level,” said Lynda Clayton, operational planning manager for ScottishPower.
“With TotalView, we’ll gain visibility into the operation that we didn’t have before so we can ensure scheduling accuracy to guarantee service level for our customers and improve productivity while increasing agent empowerment.”
The utility is also using the TotalView Multiskill module to ensure the right agents with the right skills are in place. The bolt-on enables more effectivement management of email and other multichannel contacts using its multimedia feature.
And ScottishPower said it was gaining much needed visibility into real-time and historical performance data with the TotalView Adherence Suite, which is allowing supervisors to monitor and analyse agent activity for increased productivity.
“The skills management and real-time adherence capabilities together with the integration with Nice and Performix and integration with Genesys routing makes the TotalView offering from QPC unique”, said Clayton.