TITLE

ALL TOGETHER NOW: WFM CENTRALIZATION

AUTHOR(S)
Bailor, Coreen
PUB. DATE
December 2006
SOURCE
CRM Magazine;Dec2006, Vol. 10 Issue 12, p42
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article provides information on the centralization of the workforce management in UPC Nederland BV. UPC Nederland, a provider of telephone, television and Internet services in the Netherlands, had the problem with agent schedules and forecasts. Due to the problems, UPC chose the IEX TotalView workforce management system, which was used in its internal operations. It has closed its two other sites and started with its outsourced contact centers.
ACCESSION #
23337336

 

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