Impact 360 Express - Workforce Optimization for Small and Mid-sized Contact Centers

Impact 360 Express is a workforce optimization solution that can help small and mid-sized contact centers with a range of activities, such as:

• Reducing costs by better matching workload with resources.
• Enhancing service using captured interactions to understand trends, spot potential performance and process problems, and proactively address them.
• Better managing customer disputes, rather than just settling them, using captured data.
• More effectively addressing compliance and liability issues.
• Enhancing agent performance and training.

By providing smaller centers with a practical workforce management solution, Impact 360 Express can help them reduce costs, improve service, and deliver a better customer experience.

Powerful Functionality for Small and Mid-sized Contact Centers
Impact 360 Express automates and simplifies key contact center activities that impact workforce productivity, agent performance, customer satisfaction, including:

Quality Monitoring/Recording—Impact 360 Express provides monitoring, evaluation, coaching, and development tools for improving the quality of your customer interactions. It can capture interactions and link all calls related to a single transaction together to provide a complete transactional record for compliance, liability, and risk management initiatives. You can monitor calls—including audio and screen activities—in real time and take rapid action to address issues before they escalate. You can even evaluate recordings from the perspectives of both the agent and the customer and flag interactions of interest, add comments, and forward them to agents and other users.

Forecasting, Scheduling, and Adherence Monitoring—Impact 360 Express automates forecasting, scheduling, and adherence monitoring, helping you reduce costs by staffing appropriately to meet your workload. You can produce optimal schedules down to the quarter hour and monitor adherence to see who’s following the schedule—and who’s not—and take corrective action right away.

Automated Training Assignment—Impact 360 Express incorporates automated training functionality that can help improve agent performance. Using Impact 360 Content Producer, you can edit captured interactions into “learning clips” that highlight best practices or areas for improvement. Supervisors can use Impact 360 Course Assigner to send these clips—and other eLearning materials—directly to the agent desktop to help agents build their skills.

To provide flexibility for small and mid-sized call centers and multimedia contact centers, Impact 360 Express is available in three packages that provide different levels of functionality:

• Impact 360 Express Workforce Optimization provides a workforce performance and productivity solution that includes recording, quality monitoring (with voice and screen capture and real-time monitoring), forecasting and scheduling, adherence monitoring, Content Producer, and Course Assigner.
• Impact 360 Express Quality Monitoring includes recording, quality monitoring (with voice and screen capture and real-time monitoring), Content Producer, and Course Assigner.
• Impact 360 Express Workforce Management includes forecasting and scheduling and adherence monitoring.