New Online Scheduling Software TotalView WebStation

The TotalView WebStation programmes is developed by IEX Corporation, a sub-division of NICE Systems Ltd. The programme has been designed to give call centre agents and supervisors access to work schedules and work targets through their own web browsers. It is even possible for agents to trade schedules over the internet (according to the rules you define of course). Many of the scheduling tasks have been computerised improving the productivity of your business and therefore, overall profit. WebStation is very easy to install, use and maintain.

TotalView WebStation not only benefits the supervisors and managers, agents are also benefited so therefore it boosts staff morale and encourages more productivity. The agents are able to give them control over their own schedules and as long as they keep within the rules, they can trade with other agents if their schedule doesn’t fit their agenda. The displays are automatically updated and are even available in a number of languages.

Supervisors can oversee a paperless office and can then see their own agents’ schedules online and anyone not performing is highlighted. They automatically get told about any changes in the schedule and because of the increase in data received are able to manage a lot more efficiently.

There are a number of excellent features which include the ScheduleViewer which allows agents to view their schedules daily, weekly or monthly. It also allows them to view any changes. They will receive automatic messages when something has changed so there is no excuse for not taking note. There are also pop up messages which remind all agents of any changes they are involved with. In actual fact, the agents are then automatically impelled to view and acknowledge schedule changes.

As a manager, you would use the schedule viewer to see that al of your agents have acknowledged the changes in schedules and also to keep an eye on them. For example if you run a very large company, it is very difficult to personally keep tabs on all of your agents. However, with this feature all of the information you need is right in front of you on one screen, with details literally a click away. If agents call in sick, you can be automatically notified so you can monitor the days off.

Another unique and very popular feature is the StatsViewer. This is a built-in performance management device which displays every agent’s statistics both past and present. You can check in real time so you can immediately see whether their performance levels need to improve. There is a reporting function which allows you as a manager to print out reports generated by targets and work performance. This information can then be used in training.

The whole purpose of this programme is to streamline you business and get rid of useless paperwork and cut down on data entry time. It will help your agents and the supervisors of your business to be more productive and let you get an overview of your entire workforce.

There are a number of other useful features which help to make this product a necessity for so many businesses. With the development in technology and the advancement of many contact centres, you need to ensure that you stand out for the crowds. Improve customer relations, staff morale and efficiency in one simple to use programme.