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ShiftTrack Plus - Resource Management System

Supplier: Reliance Communications

ShiftTrack is a comprehensive resource management system with a particular emphasis on scheduling. ShiftTrack contains a range of sophisticated tools that are used to generate and manage schedules to suit both the overall business requirements and the culture of the contact centre.

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Your contact centre is a dynamic environment; each and every day is completely different.

ShiftTrack Plus is the ultimate software package for today’s contact centres. ShiftTrack Plus generates accurate forecasts of the activity within your contact centre, either on a daily, weekly, monthly or yearly basis.

Using this historical information, you can predict future contact volumes and determine the number of agents required to meet these volumes. It provides all the tools you need to effectively manage the staffing of your contact centre.

Features of ShiftTrack Plus - Resource Management System :

  • Produces fixed, flexible or rotational schedules based on the requirements of your business
  • Manages agent’s personal information, availability and preferences, overtime requirements, meetings and leave requests
  • Intra-day management - allows for real time adjustments for unforeseen eventualities
  • Produces multi-skill schedules, team based schedules and manages schedule equity
  • Produces resource costs analysis reports, management reports and time sheets
  • Allows scheduling of meetings and training sessions
  • Identifies under-staffing and over-staffing and provides comprehensive management reports

Benefits of ShiftTrack Plus - Resource Management System:

ShiftTrack Plus allows your organisation to effectively manage the complexity associated with producing successful schedules, by balancing the requirements of the business with the day-to-day needs of your agents.

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