1. Copyright 2006, ICMI, Inc. PTel Inc. CallCenterStore Inc 800-647-7640

2. Copyright 2006, ICMI, Inc. Do You...  Want to meet your service level objectives?  Need to cope with response time objectives for email, fax, web callbacks, or correspondence?  Wish you could spend less energy on real-time crisis management in your call center?

3. Copyright 2006, 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!

4. Copyright 2006, ICMI, Inc. The step-by-step interactive “wizard” makes it easy to get started

5. Copyright 2006, ICMI, Inc. Set Up Your Agents

6. Copyright 2006, ICMI, Inc. Schedule All Agent Activities

7. Copyright 2006, ICMI, Inc. Set Up Your Service Level Objective Work

8. Copyright 2006, ICMI, Inc. Set Up Your Email or other Response Time Objective Work

9. Copyright 2006, ICMI, Inc. See What You Need For Every Interval to Meet Service Level Objectives

10. Copyright 2006, ICMI, Inc. See Your Run Rate For Every Interval to Handle Response Time Work

11. Copyright 2006, ICMI, Inc. See Your What Your Agents Are Doing During Every Interval of the Day

12. Copyright 2006, ICMI, Inc. See the Big Picture Plus Interval Detail

13. Copyright 2006, ICMI, Inc. See Where All the Time Is Going

14. Copyright 2006, 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!

15. Copyright 2006, 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

16. Copyright 2006, 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 Call Center Forecasting and Scheduling: The Best of Call Center Management Review  Included FREE with your purchase!

17. Copyright 2006, ICMI, Inc. And The Price Is Right!  It won’t bust your budget... it might not even require a cost-benefit analysis!  Only $499!!!!  Satisfaction Guaranteed or your money back