Workforce Management solution users to benefit from user-definable system alarms to key personnel
Q-Max Systems Limited, a leader in contact centre Workforce Management (WFM) solutions, today announced it has teamed with Emiera Limited to provide automated, service level alarm notification to specified personnel wherever they may be.
The new product postmaster, will distribute user definable WFM system alarms to key people, allowing action to be taken when service levels are predicted to drop, due to lack of available agents to deal with incoming call volumes.
postmaster for Q-Max has been adapted to monitor actual and forecasted workgroup service levels and deliver alarm status via mobile phone SMS, pager, email or screen-pop. The alarm notification will be delivered and continuously updated until the alarm is cleared. In this way managers can be made aware of the need to review the workforce schedule whether they are in a meeting or away from their desk for another reason.
Mark Bryan at Emiera said, "The Q-Max server delivers call centre group performance statistics and forecasts to the postmaster server via the corporate network. postmaster then determines whether any notification is necessary and delivers messages via SMS, email, pager or screen-pop as configured for each user."
"By partnering with Emiera to provide this flexible and mobile service level alarm notification, Q-Max is able to extend the valuable information it provides to contact centre management while they are away from their desks or working in another application. Changes in call volumes do not stop for meetings." said David Jones, product marketing director at Q-Max Systems.
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About Q-Max Systems Limited
Q-Max Systems Limited offers industry-leading workforce management solutions
that improve the performance of a customer contact centre's most important
and valuable asset its people. Addressing a broad range of key business
challenges with both innovative technology and best-practices professional
services, we help our customers achieve higher profitability, increased
customer satisfaction, and improved employee productivity.
The Q-Max Workforce Management enables companies to establish measurable
goals, develop long-term staffing plans, deploy resources, manage employee
performance, evaluate the results, and implement on-going improvements.
Founded in 1993 Q-Max continue to deliver proven value and high ROI to
more than 300 organisations worldwide such as British Airways, DHL, Interflora,
Starwood, Aerlingus, AXA Insurance, Sunlife of Canada, ABN Amro, NatWest
Bank, Churchill Insurance, and many other blue-chip organisations. For
more information, please visit www.q-max.co.uk or contact:-
David Jones
Product Marketing Director
Q-Max Systems Limited
T: 020 7431 4904
E: david@q-max.co.uk