News : United Inter RAO Contact Center Uses Noda WFM System to Optimize Workload Management
Moscow, Russia, Dec 12, 2017 -- The installation of Noda Workforce Management (WFM) system was carried out within the framework of further development of the united Mosenergosbyt contact center.
The installation of Noda WFM solution has enabled Mosenergosbyt contact center to automate the process of scheduling operators’ work shifts and predicting its work load, which has helped the contact center, with its 11.5 million users, to reach a new level of service quality.
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"Noda WFM is capable of planning a work schedule for 300 employees, and it can monitor timekeeping for 200 operators at the peak, " says Sergey Kuregyan, Development Director of Mosenergosbyt. "The planning manager can carry out online monitoring of the operators: control if they keep to the schedule, and how often they take breaks. It boosts the work discipline tremendously. Employees of the contact center now have access to personal accounts where they can check their schedule in real time, and request to swap shifts. There also is a mobile app that helps to make quick alterations in the work schedule. As you can see, the implementation of a Russian-manufactured WFM system has stepped up our transparency, and has helped to optimize the planning process and personnel management."
Andrey Zaitsev, Contact Center Department Director at NODA: "Last year, our product, Noda WFM, won the Crystal Headset(R) Award in the Product of the Year nomination. Since then, it has become the basis for several large-scale projects of prominent companies. E.g. the GRAN contact center uses Noda WFM to plan work schedules for its 1,700 operators, and the FASTEN taxi service has installed our solution at its contact center to plan the work of its 1,300 operators. And now, with Mosenergosbyt becoming one of our customers, we are pleased to note that large-scale companies also trust a Russian WFM system with their work load planning tasks."
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, December 13, 2017