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WORK-LIFE BALANCEis more than just a catchy buzz-

word, it is a key actor in increasing employee satis-

action and retention, lowering sickness and abseteeism,

improving customer service and ultimately increasing

protability. This balance comes through employee

empowerment and planning transparency made possible

by powerul tools to infuence ones working times and

ability to be a part o the scheduling process rom pree-

rences to shit trades and time-o requests.

Overview

The Teleopti CCC Employee Sel Service kit consists o

the three modules, Agent Schedule Messenger, Holiday

Planner and Shit Trader which may also be purchased

separately. Together these tools aim to improve satis-

action and empowerment through increasing sta in-

fuence on their schedules, measurably reducing admini-

stration o requests and increasing schedule adherence.

AGENT SCHEDULE MESSENGER

Kim needs to know i any changes have been made to

her schedule during the day and Ben likes to be reminded

o when to take his breaks or i one o his requests has

been answered by his supervisor. This is easily done with

Agent Schedule Messenger (ASM), a powerul real-time

tool to keep agents up-to-date with the days schedule,

help them adhere to breaks and activities, send messages

and collect replies. It is a small always-on-top application

that displays todays shit (updated in real time with any

changes made by supervisors), as well as a visual display

o the current time and activity. It includes a reminder o

the next scheduled activity and the starting time, as well

TELEOPTI CCC Employee Self ServiceLiestyle Scheduling or work-lie balance

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as the possibility or the agent to receive messages sent

by a supervisor and to reply to them i needed.

Key Benets

Improved customer service rom increased schedule

adherence.

Improved intraday planning and real time communi-

cation o schedule changes to the agents.

Quick messages and updates to processed requestsor increased transparency and responsiveness

to changes.

HOLIDAY PLANNER

Lisa wants to have next Friday o or a long weekend

with her amily. John is looking to book a last-minute trip

to southern Spain, and needs to know immediately i he

will be able to have a couple o days o. With Holiday

Planner, agents can input their requests and get an

immediate answer without having to wait or a super-

visor to process the request. I service levels will not be

impacted, why not have the request granted automati-

cally! Holiday Planner greatly simplies ad-hoc absence

requests or both agents and managers, as requests are

sent directly rom the schedule view and can consist o

anything rom hours o to one or more ull days based

on the agents available absence allowance. Requests

can be granted or denied automatically i current stang

is within dened thresholds compared to the orecasted

need or be put in a waiting list or manual processing.

Requests in the waiting list appear directly in the Schedu-

ler module, where the administrator can quickly handle

them based on seniority or other actors.

Key Benets

Immediate automated decisions on requests or time

o increasing agent satisaction and empowerment.

Automated handling o personal holiday balance or

reduced administration.

Full multi-skill support and integration with scheduling

and other absence management or the best

optimization results.

SHIFT TRADER

Shit Trader allows agents to trade one or more shits

and days o amongst themselves when certain business

rules are complied with. For example, Chris, who would

like to trade his Monday morning shit with one in the

aternoon, nds that John has a shit that would be more

suitable and sends him a trade request. John approves

the suggestion, and since the agents have similar skills

and shit lengths, the trade is processed automatically.

I supervisor approval is desired administrators can

dene which skills should be evaluated and the allowed

dierence between working times o the agents wanting

to trade shits.

Key Benets

Greatly increased agent satisaction through quick

trades between agents with or without supervisor

involvement.

Dramatically reduced administration needs or shit

trades and change requests.

No impact on service levels or agent work times

by congurable business rules regarding skills andshits that can be traded.

Teleopti is the leading provider o solutions or strategic Workorce and Perormance Management

as well as Telecom Expense Management. Hundreds o enterprises around the world rely on solu-

tions rom Teleopti to attain optimal operational eciency and provide the highest levels o service.

Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network

o partners.Nordics (HQ) +46 8 568 95 000

www.teleopti.com info@teleopti.com

2010 Teleopti AB. All Rights Reserved.

Teleopti and Teleopti CCC are trademarks o Teleopti.

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