Customer Comments
“WFM Wisdom™ delivers solid cost savings and productivity improvements. Reality based forecasts, flawless schedules, efficient shift trading and meaningful adherence measurement add up to compelling ROI.”
Kevin A. Hartley
Teleservice Manager,
Alterna Bank
“We’ve seen breakthrough improvements in productivity and service. Service levels have jumped from 83% to 90%. Abandoned calls have dropped from 7% to 5%. Average wait times have decreased from 52 seconds to 30 seconds. Agents appreciate the on-line access to schedules and shift trades. Agents are empowered to maximize their own real time conformance to schedule. Adherence is widely regarded as fair, and achievable.”
Sharon Graham
Team Lead,
Alterna Bank
“L3 Prime’s High Definition Telecom Analytics provides powerful insights into call centre performance and optimization. It supports strategic resource allocation in new ways that we have not seen from other vendors. The results allowed Primus to evaluate call centre resources to optimise efficiencies which enabled improved schedules and service levels."
Michael Camphausen
Director IS Operations,
Primus Canada
“HD WFM shows us new and better ways to time our staff. Traditional WFM never helped. The HD difference is stunning."
Karen Thompson
Call Center Manager,
Lakeland Electric
“Old Style WFM never worked for us. This is the first WFM that makes sense. HD WFM is easy, effective and risk free."
Matt Nelson
Telecommunications Administrator,
Greenpath Inc.
“We thought we were just getting a great WFM solution. We also got the best in real-time business intelligence systems."
Holly Jones
Call Center Manager,
Nationwide Home Services