ScottishPower supports new customer service improvement strategy with new workforce management system Monday 24 September 2007 PDF Print IEX TotalView workforce management from QPC to reduce costs and improve service through increased scheduling efficiency, greater performance effectiveness and advanced features. LONDON, UK (24TH SEPTEMBER 2007): QPC today announced that ScottishPower plc has implemented the IEX® TotalView Workforce Management system to improve agent scheduling efficiency and performance effectiveness. ScottishPower is a leading provider of energy, serving five million homes and businesses in the UK. QPC is a leading supplier of workforce optimisation solutions in the European and Asia Pacific regions. “TotalView will help take our operation to the next level,” said Lynda Clayton, Operational Planning Manager of ScottishPower. “With TotalView, we’ll gain visibility into the operation that we didn’t have before so we can ensure scheduling accuracy to guarantee service level for our customers and improve productivity whilst increasing agent empowerment.” In addition to the core TotalView solution, ScottishPower selected a number of advanced features designed to further enhance contact centre management. The company is using TotalView Multiskill to ensure the right agents with the right skills are in place, and is more effectively managing e-mail and other multichannel contacts using the Multimedia feature. ScottishPower is also gaining much needed visibility into real-time and historical performance data with the TotalView Adherence Suite, which allows supervisors to easily monitor and analyse agent activity for increased productivity. Additionally, ScottishPower is taking advantage of the TotalView Holiday and Vacation Planner as well as WebStation™ Plus to empower agents with insight into and control over their schedules and performance statistics. “The skills management and real time adherence capabilities together with the integration with Nice and Performix and integration with Genesys routing makes the TotalView offering from QPC unique”, continues Clayton. Beyond workforce management, ScottishPower is using the TotalView SmartSync™ feature to integrate with other critical business systems such as the Performix Performance Management solution. - Ends - About QPC QPC helps some of the world's leading companies, like Halifax Bank of Scotland, T-Mobile and BSkyB to improve their contact centres - reducing costs, increasing revenues, enhancing customer satisfaction and positively influencing virtually every key performance indicator. QPC’s solutions include best of breed workforce optimisation systems, contact optimisation consulting and training and development services. For more information, visit www.qpc.com About IEX IEX Corporation, a NICE company, is a leading provider of workforce management and optimisation technology for contact centres. IEX has a strong market presence worldwide in over 45 countries, with more than 840,000 agents in over 2,900 sites. Founded in 1988, the company delivers award-winning products and services that help customers improve planning, enhance performance, streamline tasks and integrate data. IEX is based in Richardson, Texas. For more information, visit www.iex.com. About ScottishPower ScottishPower is a leading provider of energy, serving five million homes and businesses in the UK. They generate electricity, operate and maintain large power delivery networks and provide a full range of energy supply services, including metering, billing and call centre support. For more information, visit www.scottishpower.co.uk For Additional Information: Catherine Ingram, QPC Marketing Direct Line: +44 (0) 1352 705822 E-mail: email@example.com This press release was distributed by ResponseSource Press Release Wire on behalf of QPC Ltd in the following categories: Business & Finance, Computing & Telecoms, for more information visit http://pressreleasewire.responsesource.com/about.