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London, 18 December 1998 - Blue Pumpkin Software today announced that the SNT Group, market leader in call centre operations and customer care services in The Netherlands, has chosen the Blue Pumpkin's PrimeTime resource planning software to schedule 3000 agents at sites based at Groningen, Ede, Zoetermeer (2), Rotterdam (2) and Utrecht. With PrimeTime SNT will be able to accurately forecast the agents required at any one time to answer the 17 million calls received each year.

From Manual Forecasting
SNT previously designed agent rosters manually using Excel as a helping tool. This method of forecasting took a great amount of time. A lot of different reports had to be combined in order to obtain a good forecast. The planning department spent much energy in this process, without being able to optimise the required amount of agents. SNT began to look seriously at improving the productivity of their call centre operations and looked for a workforce management...

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