London, UK, April 4, 2019 -- Teleopti announced that National Express, an operator of coach services in the UK, is using its workforce management (WFM) solution to create schedules for frontline employees, working complex shift patterns in its customer service center.
The National Express contact center supports ticket sales and assistance to customers of its bus and coach services every day of the year. The customer service teams also manage online queries. Teleopti’s cloud-based, automated WFM solution enables managers to adjust schedules quickly and easily to meet customer demand.
Golam Rabbani, Performance Manager at National Express, explained, "We looked at several web-based WFM applications and sought recommendations for a new software solution. The feedback on Teleopti WFM was very positive. It has already proven beneficial by enabling us to speed up the scheduling process and build forecasts based on actual call data.
"The biggest difference since using Teleopti WFM is that our staff can see their own shifts on their mobile devices, using Teleopti MyTime. Employees can request shift changes easily without having to get managers involved. Plus as a cloud-based solution it gives us the ability to accommodate peaks in demand by allowing us to contact people if remote working is required."
Nick Smith, UK Business Manager at Teleopti concluded, "For companies like National Express where the contact center is the hub of operations, a high degree of flexibility is required to ensure staff availability to respond to customer demand.
Posted by Veronica Silva Cusi, news correspondent
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
About National Express:
National Express is a scheduled coach operator. Visiting over 1200 departure points throughout the UK and over 500 destinations in Europe, the company transports over 16 million passengers every year. In addition, the company also operates to and around the UK's main airports offering both airside and landside services.
Published: Friday, April 5, 2019
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