Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) (800)
Copyright 2008, ICMI, Inc. Do You... Want to meet your service level objectives? Need to cope with response time objectives for , fax, web callbacks, or correspondence? Wish you could spend less energy on real-time crisis management in your call center? Not have the time or expertise to build your own scheduling program?
Copyright 2008, ICMI, Inc. A Spreadsheet May Be All You Need to Schedule Your Agents Anyone can use a spreadsheet No need to learn a new program No bells and whistles that you’ll never use Keep it simple!
Copyright 2008, ICMI, Inc. ICMI’s Scheduling Principles, In Excel TM Attended an ICMI seminar? Read Call Center Management on Fast Forward? or Call Center Management Review? Then you understand what you need to do! Have You...
Copyright 2008, ICMI, Inc. Just Add Water (almost) It’s not quite that easy, of course But we’ve done the hardest parts for you (including the Erlang C calculations!) And we’ll guide you through the rest So it’s as easy as anything worthwhile can be (And if you like, our consultants can set it up for you as a “turnkey” solution)
Copyright 2008, ICMI, Inc. The step-by-step interactive “wizard” makes it easy to get started
Copyright 2008, ICMI, Inc. Set Up Your Agents
Copyright 2008, ICMI, Inc. Schedule All Agent Activities
Copyright 2008, ICMI, Inc. Set Up Your Service Level Objective Work
Copyright 2008, ICMI, Inc. Set Up Your or other Response Time Objective Work
Copyright 2008, ICMI, Inc. See What You Need For Every Interval to Meet Service Level Objectives
Copyright 2008, ICMI, Inc. See Your Run Rate For Every Interval to Handle Response Time Work
Copyright 2008, ICMI, Inc. See Your What Your Agents Are Doing During Every Interval of the Day
Copyright 2008, ICMI, Inc. See the Big Picture Plus Interval Detail
Copyright 2008, ICMI, Inc. See Where All the Time Is Going
Copyright 2008, ICMI, Inc. Make Adjustments Ahead of Time! See when and where the problems will be Change schedules and see the impact Call in reinforcements if needed Schedule off-phone activities during slow times Enjoy the benefits of planning!
Copyright 2008, ICMI, Inc. Remember, It’s Just A Spreadsheet Add your own calculations Copy, paste, or link to other spreadsheets Leverage your Excel TM skills and knowledge Create your own Schedule vs Actual reports and save files to analyze so you forecast better
Copyright 2008, ICMI, Inc. Understand What to Do and Why We’ll teach you what to do in our step-by-step User Guide We’ll teach you the concepts underlying the process, too Learn even more by reading our popular book, Call Center Forecasting and Scheduling: The Best of Call Center Management Review Included FREE with your purchase!
Copyright 2008, ICMI, Inc. And The Price Is Right! It won’t bust your budget... it might not even require a cost-benefit analysis! Only $499!!!! ($ for ICMI Members) Satisfaction Guaranteed or your money back Available for immediate download now!
Copyright 2008, ICMI, Inc. Do It Yourself Or Hire the Consultants? No software can solve problems by itself There’s no substitute for call center knowledge and experience if you want the best results Consider hiring the experts who designed it: ICMI’s Consulting Division Call or see one of our consultants if you’d like a software and consulting package price
Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) 102 South Tejon, Suite 1200 Colorado Springs, Colorado USA fax
Copyright 2008, ICMI, Inc. Don’t Do This To Your Callers! Due to our inaccurate forecasting and ineffective scheduling, your expected hold time is 97 minutes... Finally, a Truthful Delay Announcement ©2008 ICMI, Inc.