| Research |
19.11.2008
Human Plasma Collector ZLB Plasma benefits from Workforce Management Software
Birmingham (UK) / Chicago (USA), November 19, 2008 – ZLB Plasma, headquartered in Boca Raton, Florida (USA), is now efficiently managing its workforce with the support of the software solution InVision Enterprise WFM. ZLB Plasma is a division of the pharmaceutical company CSL Behring and one of the largest collectors of human plasma worldwide. This summer, InVision Software, one of the leading international providers of enterprise-wide workforce management solutions, successfully completed the implementation of its software. It enables efficient staff planning for the entire organisation of ZLB Plasma donor collection centres, which currently comprises over 4,500 employees working at over 60 donor centres across the USA. Additional donor locations and operations in Germany will be included in the project in the coming months, as well as staff planning of a laboratory facility in Knoxville, Tennessee.
“With InVision at our side we can rely on an experienced partner with profound knowledge of workforce management systems. The new WFM solution helps us to always schedule the right staff with the right qualifications for the right time at the right place”, says Gary Ziccardi, Senior Director, Information Technology & Engineering, ZLB Plasma. “Thanks to InVision Enterprise WFM we benefit from cost efficient rostering and save a lot of our employees’ valuable working time that they can now invest in taking care of the plasma donors.”
Human plasma is used for developing life-saving pharmaceutical products needed for medical treatments, e.g. for immunological or blood disorders, and needs to be treated with special care. Key challenges faced by ZLB Plasma include determining projected donor arrivals in 15-minute intervals and the flexibility to schedule staff skills based on variable donor centre hours. Against this background, ZLB Plasma chose to implement a workforce management solution for efficient staff planning in order to achieve remarkable savings in employee scheduling associated costs and to decrease employee turnover with more predictable schedule options.
Peter Bollenbeck, CEO of InVision Software, explains the importance of this project for the InVision group: “After the establishment of our subsidiary in North America three years ago and the rollout of a number of WFM projects in the US, we are very pleased with the successful completion of the project for ZLB Plasma. By comparison, this represents a major project for our business activities in the United States. Based on this success we will further speed up the development of our US business.”
About ZLB Plasma:
ZLB Plasma, one of the largest collectors of human plasma in the world, is dedicated to the collection of plasma for life-saving therapies. ZLB Plasma operates plasma collection centres across the United States and Germany. The Company is part of the CSL Behring group that is owned by CSL Limited, based in Australia. The group has a proud heritage dating back to the scientific efforts of Nobel Prize winner Emil von Behring and the renowned efforts of the Swiss Red Cross. CSL Ltd. was founded in Melbourne, Australia, in 1916 to supply vaccines for the Australian Government. It became a private company listed on the Australian Stock Exchange in 1994. CSL has grown rapidly through strategic acquisitions and investment to become a successful global specialty biopharmaceutical company with over 8,000 employees.
For more information, go to: www.zlbplasma.com
Further information at: www.invisionwfm.com
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17.11.2008
Industry calls for more support to improve Back Office Planning
Industry-leading organisations are now taking contact centre planning and performance management disciplines into the Back Office and are calling for standardisation and development of Best Practice. The gains to be made by good planning in the customer service environment are well recognised; support is now demanded to develop Back Office approaches which are key to improving the overall customer experience and organisational efficiency.
A major initiative in this area is the new Certificate in Back Office Planning, being run on 9-10th December 2008, by the Professional Planning Forum. Developed as a result of work undertaken by the Forum together with leading organisations and suppliers, it is designed for both existing Back office planners and those looking to move into this area.
A four-step planning cycle – Process, Data, Planning and Performance Management is recommended. The cycle pre-supposes a firm grasp of what the success criteria are as each organisation will have different priorities. Managers will be encouraged to define processes and capture data, and helped to create plans and to identify what is being done well and, conversely, what aspects could be reengineered. The outcome will be planners who can take the best from their existing operations and create, implement and monitor a really good streamlined back office environment.
This new initiative is necessary because back office activity is inherently different to front office operations, and is much undeveloped in terms of planning disciplines. The differences were very clearly underlined at a recent seminar at the London Chamber of Commerce which was perhaps the largest single event focussed specifically on planning for the back office.
Considerable emphasis was placed by all practitioners that because Back Office environments are VERY different from Front Office / Call Handling environments, different methodologies and approaches must be considered when looking to plan for this environment. It is not for instance about queue management, but about workload management.
Encouragingly, while the journey of introducing planning in the Back Office environment may be difficult, the benefits experienced are often felt beyond the Back Office alone. EDF Energy highlighted this point, explaining that their Front office Forecasting improved by 20%, caused by improved control of their Back Office operations helped them understand their call drivers better and the full end to end customer experience.
The new Certificate in Back Office Planning is being launched by the Professional Planning Forum on December 9th – 10th in Manchester. Details at www.planningforum.co.uk or email Colin on info@planningforum.co.uk .
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11.11.2008
Noetica launches script aware Predictive Dialler for web use
Centrally Administer And Distribute Outbound Campaigns To Agents In Any Location, Optimising Productivity And Decreasing Silent Calls.
Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today announced the launch of its patented Script-Aware predictive dialler for use with its web-based application Synthesys.NET™.
The Script-Aware Predictive Dialler has been available for the client-server version of SYNTHESYS™ since 2004. The dialler has been developed by Noetica to integrate with Synthesys.NET™, as the demand for the web-based CIM application continues to grow with contact centres internationally.
Managing Director of Noetica, Danny Singer comments, “Today, many customer service and telesales operations are distributed across multiple sites, as well as an increasing number of home-based agents. Centrally administering campaigns in such a diverse environment, whilst maintaining quality can present a considerable challenge.”
Using Noetica’s Script-Aware Predictive Dialler with Synthesys.NET™, agents can be managed from any location, just as effectively as if they were sat on the next desk to the call centre manager. At the start of a shift the agent logs on to Synthesys.NET™ via a standard web browser (there is no requirement for software to be installed), the predictive dialler will recognise a new agent is online and will start directing calls to that agent.
The agent receives calls from the dialler through a standard telephone line or via an Internet phone/headset using VoIP (Voice over Internet Protocol) and uses the Unified Front End of Synthesys.NET™ (a Webflow) to guide them through that specific call, ensuring they efficiently deliver and capture the right information to complete the call.
Once the agent reaches a pre-defined point in the call, the dialler will begin dialling, ensuring the agent is immediately presented with another call. “This script-aware approach to dialling not only improves productivity of all agents, it significantly minimises silent call rates. Unlike many other diallers, it does not use average call time as a measurement, but actually understands how long an agent will take to complete a call as they progress through the Webflow and is therefore far less likely to put a call through to an engaged agent.”
Importantly, there is no application footprint on the agent workstation other than the standard browser, so there is no need to install software onto each device and there is no associated maintenance costs involved when upgrading.
The Script-Aware Predictive Dialler for Synthesys.NET™ and the latest version of the web-based application, Synthesys.NET™ 2.2 is available from Noetica today.
About Noetica
Noetica was the first software company in the UK to deliver a completely visually designed, fully integrated unified front end for contact centres. Our product range, SYNTHESYS™, reduces operational costs of inbound and outbound operations by up to 50% and agent training costs by up to 90%. It is available in both Client-Server and Web-based environments.
Noetica delivers SYNTHESYS™, the only Customer Interaction Management (CIM) software combining a SOA (Service Oriented Architecture) unified agent front end with a Business Process Management engine. Agents use a single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime. With SYNTHESYS™ you can:
- Unified Front End through a SOA type software framework
- Streamline multiple Front End processes without programming
- Set a Maximum of Silent Calls while still optimising agent productivity
- Gather field service requests from clients and dispatch them to field staff – all via one seamless system.
More information available from marketing@noetica.com
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06.11.2008
Noetica Enables Home-Based Agents For Call Centre
Home Call Centre Uses Growth Of Broadband And Web-Based Customer Interaction Software To Reap Commercial And Social Rewards
Noetica, the customer interaction management (CIM) software provider, today announced that the Milton Keynes based Home Call Centre is using Noetica Synthesys.NET™ to empower those who may be unable to reach a place of work, to have gainful employment in the customer service industry.
Home Call Centre recognised that the accessibility of broadband and the web-based CIM software application Noetica, Synthesys.NET™ today makes it possible to run a ‘virtual’ call centre taking and making calls from the agents own homes. The Managing Director of Home Call Centre, Bob Travers explains, “Not only is it possible to reduce the building and infrastructure costs associated with a call centre, it also means we are not restricted by location when looking to recruit the very best customer service skills. We can also offer the agents the opportunity to improve their work/life balance. All of our agents can get to and from work in under 60 seconds and without any carbon emissions.”
Travers adds, “Some of our agents have physical disabilities that prevent them from travelling to a place of work, others are retired but want to supplement their pensions, whilst others are parents or students that want to choose the number of hours they work and cut out the commute.”
Agents are provided with a dedicated business broadband connection desktop phone software and USB Plantronics headset. There is no need to install Synthesys.NETTM as it is Internet browser-based, so once the broadband has been installed, the agent simply logs on via an IP address, the phone system and Synthesys.NET™ merge and the agent is ready to take calls.
The core component of Synthesys.NET™ is the Webflow that supports Home Call Centre agents to complete their calls, as the Project Manager for Home Call Centre at Noetica, Paul Shingles explains, “Each time an agent receives or makes a call Synthesys.NET™ finds all the information relating to the caller and populates a pop-up that appears on the agent screen. The interactive Webflow then guides the agent through a path of conversation pre-determined by Home Call Centre in conjunction with its client for the relevant campaign, ensuring the right questions are asked at the appropriate time and all of the necessary information is recorded by the agent onto the system.”
As the agent and caller progress through the Webflow all necessary information captured and entered by the agent is logged on central server, managed by Noetica. Travers explains how each campaign is managed, “If we need to change one or more campaigns an authorised administrator can make the necessary changes offline within minutes and immediately release the new version simultaneously to all agents working those particular campaigns at the click of a button.”
This is made possible through the use of the programming free Webflow Editor, a tool of Synthesys.NET that ensures no campaign downtime and therefore saving considerable costs. Noetica also completed a number of bespoke developments for Home Call Centre including the integration of the Webflow with Outlook’s diary function. This enables agents to schedule and book appointments on behalf of a client and sends these details via email to the client to let them know and booking has been made.
“Because we are not limited by location we can work with our clients to match the most specific campaign requirements,” Travers cites a recent pitch successfully won by Home Call Centre, “An organisation needed to use agents capable of speaking languages including Urdu, Hindu, Italian, Turkish and Gujarati. We were quickly able to find agents in communities across the UK, whereas a typical call centre would be restricted to a several mile radius search.”
With Noetica Synthesys.NET in place Home Call Centre has its sights set on expansion. Currently operating between 7am and 11pm, it has plans to go twenty-four hours a day and has a target of filling 12 new full-time seats per month to add to its current 36 seats.
For more information about Home Call Centre: www.homecallcentre.co.uk
About Noetica
Noetica was the first software company in the UK to deliver a completely graphically designed, fully integrated unified front end for contact centres. Our product range, Synthesys™, reduces operational costs of inbound and outbound operations by 5% to 50% and agent training costs by up to 90%. It is available in both Client-Server and Web-based environments.
Noetica delivers SYNTHESYS™, the only Customer Interaction Management (CIM) software combining a SOA (Service Oriented Architecture) unified agent front end with a Business Process Management engine. Employees use one single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime. With SYNTHESYS™ you can:
- Unify Front End through SOA type software framework
- Streamline multiple Front End processes without programming
- Fix Maximum of Silent Calls yet optimizing agent productivity
- Gather field service requests from clients and dispatch them to field staff – all via one seamless system.
More information at marketing@noetica.com
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05.11.2008
Welcome to the 11th CallCenterWorld®!
Management Circle invites you to experience the key event for the call center sector in Berlin. Don’t miss it when Europe’s biggest platform for call centers, service providers, knowledge transfer and networking opens its doors from 16 to 19 February 2009.
Britain is the official guest country at CallCenterWorld® 2009. Make the most of the English-language conference opportunities at the pre-conference events, on the strategy day and on the workshop day. Look forward to top speakers and meet around 280 international exhibitors on 8,000 sqm at the trade fair. Visit the conference and trade fair or appear as an exhibitor with your products and services at the unique UK Plaza. We look forward to seeing you in Berlin!
Any questions? Give us a ring or write to us: + 49(0)6196/4722-802, wolf@managementcircle.de
Register by 28 November 2008 to get your early bird registration reduction of €75.00 off the conference price:
More information and registration:
http://www.callcenterworld.de/en/index.php?cid=cdu314
Hotline: +49 (0) 61 96 / 47 22 – 802
E-Mail: wolf@managementcircle.de
Host: Management Circle AG
Event Location: Estrel Convention Center in Berlin, Germany
Beginning: Mo., 16 February 2009
Ending: Wed., 19 February 2009
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04.11.2008
Candis Subscribes To Noetica’s Script-Aware Predictive Dialler
UK’s Top Selling Women’s Magazine Increases Interaction Levels With Subscribers And Prospects Whilst Minimising Silent Calls
Noetica, the customer interaction management (CIM) software provider, today announced that the Newhall Publications Ltd title, Candis, has implemented of the Noetica Script-Aware Predictive Dialler at its contact centre in Liverpool. Candis is using the dialler to increase contact levels with its member base to renew, reactivate and upgrade subscribers and convert prospects.
Candis was first published in 1962 and is aimed at women between 28 and 54 with a household income of £15,000 to £30,000. Candis’ contact centre is using Noetica’s dialler to make over 12,000 call attempts per week to its 300,000 subscribers, as well as prospects sourced from cold lists and charity partners. Candis has been using the Noetica SynthesysTM software framework to manage and increase existing and prospect subscriptions since April 2004. The contact centre now runs a minimum of 10 campaigns at any one time across 21 agent positions.
Candis has always experienced excellent subscription conversion rates during outbound activity, however levels of interaction with the outbound contacts were not as high as required, as Telemarketing Manager at Candis, Clair Snee explains, “Candis is the UK’s top selling women’s subscription magazine and one of the key elements to maintaining this position, is to ensure we maximise our use of customer and prospect data, and increase the levels of contact with our readership. After evaluating two hard diallers, we selected Noetica’s Script-Aware Predictive Dialler because it seamlessly integrates with the SynthesysTM software framework and has no hardware to maintain.”
Noetica’s dialler works with the Synthesys Business Process Management Engine to identify the most appropriate point in an agent’s interaction to dial the next number, so Candis can be confident that the number of outbound calls it makes is maximised whilst significantly reducing the risk of silent calls.
About Noetica
Noetica was the first software company in the UK to deliver a completely visually designed, fully integrated unified front end for contact centres. Our product range, SYNTHESYS™, reduces operational costs of inbound and outbound operations by up to 50% and agent training costs by up to 90%. It is available in both Client-Server and Web-based environments.
Noetica delivers SYNTHESYS™, the only Customer Interaction Management (CIM) software combining a SOA (Service Oriented Architecture) unified agent front end with a Business Process Management engine. Agents use a single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime. With SYNTHESYS™ you can:
- Unified Front End through a SOA type software framework
- Streamline multiple Front End processes without programming
- Set a Maximum of Silent Calls while still optimizing agent productivity
- Gather field service requests from clients and dispatch them to field staff – all via one seamless system.
More information available from marketing@noetica.com
Editor's Contacts
Interviews, photography and further information are available from Graham Thatcher or Joanna Cannon at MCC International.
Graham Thatcher/Joanna Cannon
MCC International Ltd
Tel: 01962 888100
Email: noeticapr@mccint.com
URL: www.mccint.com
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01.11.2008
Nutricia rolls out Sword ciboodle for multi-channel CRM
Glasgow, U.K. – October 28, 2008 – Sword ciboodle, provider of customer-oriented business software and services, today announced that it is working with UK baby food giant, Nutricia Ltd., to help the company enhance its customer service capabilities. By deploying Sword ciboodle’s award-winning CRM platform, Nutricia aims to boost its contact centre’s performance in order to provide an improved experience for its customers.
Part of Groupe Danone’s Baby Nutrition division, Nutricia is the UK’s leading baby feeding company and markets and distributes well-known baby food brands Cow & Gate and Aptamil.
Nutricia runs customer relationship programmes both in the consumer and healthcare professional marketplace, supported by an expert Careline staffed by dieticians, nutritionists, midwives and experienced mothers. The programmes are designed to provide information, support and advice to their respective audiences, via a wide range of contact channels, including phone, postal mailings, website, email, SMS, live web chat and a desktop character.
Sword ciboodle is providing Nutricia with a CRM platform that links the various contact channels, and provides a consolidated, historical view of each customer’s interactions with the company. The system is also designed to accommodate an expected growth in the number of contacts over time and, through improved efficiency, is capable of handling increasing volumes without the need to increase staff numbers.
"Sword ciboodle provides us with a much clearer view of the interactions mothers have with our CRM channels and our Careline, which enables us to deliver a highly personalised service that drives advocacy of our services and our brands," said Nic Yates, Head of CRM, Nutricia Ltd. "The product will improve the level of service that we can offer our customers across all channels, while also saving costs through efficiency, and we believe that this project will set a CRM best practice standard for our group."
Sword ciboodle will underpin Nutricia’s contact centre operation, providing its teams of advisors with a vastly simplified single desktop view of each customer’s contact history, allowing them to easily access previous contact records to determine what questions have previously been asked and what advice has been provided. All contact centre channels will be integrated into the new platform, ensuring a complete, auditable record of all interactions.
The system is also designed to eliminate the data quality issues that resulted through previous duplication of customer information, and will significantly reduce the number of inefficient manual processes that were once prevalent.
"We are very pleased to have secured another prominent customer like Nutricia, whose brands are a household name," said Mike Hughes, business unit director, Sword ciboodle. "It is a testament to Nutricia’s commitment to improving its customer care that it has selected Sword ciboodle to help improve its customer service capabilities, and we are delighted to be working with them to achieve this."
About Sword ciboodle
Sword ciboodle helps improve the way large organisations interact with their customers. The combination of award-winning, process-managed CRM software and specialist consulting and delivery services help Sword ciboodle’s clients achieve higher revenues from their customers and reduce operational costs. Sword ciboodle is consistently recognised by industry analysts as one of the world's leading customer-centric technology providers. For more information, please visit www.ciboodle.com.
Media and analysts contact:
Danny Sullivan
inmedia Public Relations Inc.
Tel (UK): +44 (0) 141 404 6478
Tel (US): +1 613 686 5657
Email: dsullivan@inmedia.com
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