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Catalyst IT Partners, a leading independent consultancy in the Contact Centre, CTI, E-commerce and CRM markets, has launched Shift Optimiser, a powerful bespoke tool for contact centre shift planning. This simple to use,fast track solution will enable contact centre managers to plan for maximum efficiency with minimum resource and disruption – at around 20 percent of the cost of traditional workforce planning systems.

Shift Optimiser is tailored to individual client requirements after a workforce planning improvement study carried out by Catalyst, where current scheduling and roster methodologies are reviewed. It provides a quick and easy to use tool to determine the most effective shift plans including rest breaks according to actual or forecast call patterns and other non-telephone work. In use, it also highlights the associated freed-up resources that are available for handling other types of work such as outbound calls and wrap-up activities before consolidating them with the shifts.

Shift Optimiser identifies the most efficient staff levels to cope with the forecast workload for any given period – from ten minutes up to a whole day. It has the flexibility to take account of part-time staff, individual agent preferences and skill levels as well as contract agreements when determining shift patterns. As well as being able to fine-tune the results, Shift Optimiser also allows contact centre managers to run scenarios to see how shift patterns may be affected by changes such as higher call volumes, reduction in staff, etc.

For more information visit www.catalyst-it.co.uk