| |
Reduce Agent Staffing Cost and Improve Performance with Improved Contact Center Planning, Budgeting, and "What-If" Analysis Capabilities
CenterBridge 3.5 is the leading integrated forecasting, staff planning, budgeting, and analysis system for large or complex customer contact center organizations. Fortune 500 companies use CenterBridge every day to optimize the productivity, accuracy, and effectiveness of their contact center planning and budgeting efforts.
CenterBridge has six key modules:
- Forecasting uses eleven different methods, alone or in combination, to predict any plan input metric based on any time period of history or other data
- Hiring, Overtime, and Unpaid Leave Planner, powered by sophisticated integer program-based algorithms, determines optimal hiring schedules, as well as overtime and unpaid leave plans, based on multiple business goals
- Performance Planner instantly outputs performance forecasts for ASA, service level, and abandon rate for every contact type, including those handled by multi-skilled agents, in the planning scenario
- Budgeting and Variance Analysis tracks plan vs. actual performance and highlights drivers of variances
- Sensitivity and "What-if" Analysis provides insight into the impact of changes in plan drivers on performance and staffing needs
- Historical Reporting and Trending , powered by an integrated data mart, OLAP capabilities, and graphing tools, enables a complete view of historical and forecast contact data, agent activities, and labor costs
CenterBridge empowers you to make smart, informed decisions as well as create accurate, weekly, monthly, and yearly plans for your contact center network.
Benefits
With CenterBridge, you will:
- Reduce agent staffing costs by 3% to 5% through more accurate long-term requirements generation and more efficient hiring, overtime, and leave plans
- Reduce the time spent on forecasting, planning, budgeting, and analysis by 50% or more
- Quickly answer previously impossible "what-if" and impact analysis questions
- Improve the yield on your capital expenditure budget with better contact center investment decisions
- Reduce errors and rework associated with multiple, linked spreadsheet models
- Improve your management's confidence in your contact center planning process
CenterBridge integrates with leading ACD, workforce management, and payroll systems for history capture, implements quickly, and supports multiple users across the enterprise. |
|
