(PRWEB) June, 2010 — “The ContactCenter Management System™ (CMS) enables community banks and credit unions to take advantage of a tool that for the most part has only been utilized by much larger financial institutions – an automated scheduling solution based on forecasted call volumes,” says W. Michael Scott, CEO of Financial Management Solutions, Inc., “By automatically scheduling agents based on forecasted call volumes and agent work preference, CMS allows for an optimized contact center staff, resulting in significant labor cost savings.”
The automated web-based scheduling engine for CMS takes volume forecasts by contact center and matches it to agent work preferences – creating detailed monthly work schedules. You can easily “tweak” schedules, remove or add an employee to the schedule, or override any of the basic parameters you originally set up.
In addition to the automated scheduling feature, CMS also offers unique to the financial institution industry, an array of monthly contact center management reports (CMS Reports) that analyze key productivity metrics including:
Agent Productivity
Actual Staffing Effectiveness
Banking Industry Peer-to-Peer Comparisons
Plus Many More Reports from a Management Perspective
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