1. Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) (800) 672-6177 719-268-0305 www.icmi.com

2. Copyright 2008, 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?  Not have the time or expertise to build your own scheduling program?

3. 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!

4. 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...

5. 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)

6. Copyright 2008, ICMI, Inc. The step-by-step interactive “wizard” makes it easy to get started

7. Copyright 2008, ICMI, Inc. Set Up Your Agents

8. Copyright 2008, ICMI, Inc. Schedule All Agent Activities

9. Copyright 2008, ICMI, Inc. Set Up Your Service Level Objective Work

10. Copyright 2008, ICMI, Inc. Set Up Your Email or other Response Time Objective Work

11. Copyright 2008, ICMI, Inc. See What You Need For Every Interval to Meet Service Level Objectives

12. Copyright 2008, ICMI, Inc. See Your Run Rate For Every Interval to Handle Response Time Work

13. Copyright 2008, ICMI, Inc. See Your What Your Agents Are Doing During Every Interval of the Day

14. Copyright 2008, ICMI, Inc. See the Big Picture Plus Interval Detail

15. Copyright 2008, ICMI, Inc. See Where All the Time Is Going

16. 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!

17. 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

18. 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!

19. 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!!!! ($424.15 for ICMI Members)  Satisfaction Guaranteed or your money back  Available for immediate download now!

20. 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

21. Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) 102 South Tejon, Suite 1200 Colorado Springs, Colorado 80903 USA 800-672-6177 719-268-0305 719-268-0184 fax easystart@icmi.com www.icmi.com

22. 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.