PlumChoice Inc. provides remote technical support to consumers direct via its own website and via partners with major retailers and consumer technology vendors. SearchCRM.com recently visited the PlumChoice call center at their headquarters in Billerica, Mass. to learn how the company manages more than 400 remote call center agents and find out about the company's experience implementing a new Aspect workforce management software system.
Previously, the company had conducted call center scheduling, reporting and forecasting for all its call center agents and clients manually via Microsoft Excel spreadsheets. The process was time-consuming and challenging, so PlumChoice evaluated and eventually deployed a new workforce management software from Aspect. Today, PlumChoice is using Aspect eWorkforce Management for on-premise and remote agent management of customer service and support staff.
J.D. Lucas, a telecommunications reporting analyst at PlumChoice, discusses the call center implementation of Aspect eWorkforce Management, from the preparation required to the management and configuration training courses Aspect provided. J.D. discusses some things people should know before implementing workforce management software and talks about how the workforce management system has made call center agent management, scheduling and reporting easier.
SearchCRM.com also got a look at PlumChoice's workforce management system in action and watched a call center supervisor use the system to track and manage her team of call center agents using live quality monitoring tools.