Is your workforce management a bit of a gamble?

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PrimeTime 3.0 leaves nothing to chance
If managing your contact staff can sometimes seem more a matter of luck than judgement, you should take a look at Pumpkin’s PrimeTime 3.0.

PrimeTime 3.0 is the latest version of a proven workforce management tool and combines sophisticated scheduling with unprecedented ease of use.

Featuring Sage, an advanced interactive user assistance tool, PrimeTime 3.0 enables you to ensure that the right numbers of agents are in the right place at the right time – every time.

With PrimeTime 3.0 installed in your contact centre, you will never have to leave workforce scheduling and forecasting to chance again.

Optimal schedules
PrimeTime 3.0 lets you make maximum use of your contact centre budget to raise service levels and enhance customer satisfaction. With advanced features such as rotation or team scheduling and break rules, you can also increase agent satisfaction, decrease agent turnover and improve morale with the same easy to use, cost effective solution.

Accurate forecasts
PrimeTime 3.0 uses the past to predict the future. Historical data is used to create profiles. These describe typical call behaviour and are used to generate call volume forecasts. An innovative “What-if” mode lets you create endless models to examine how your business might change due to customer growth.

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Instant analysis
PrimeTime 3.0 features a number of enhancements over earlier versions. One of them, a new built-in management reports system, ensures that contact centre managers and supervisors are instantly informed of the impact any workforce change has on the ability of the centre to deliver a high quality service.

Easy configuration
The integral Sage system alerts you to any problems that occur when configuring PrimeTime 3.0. When it recognises a problem, it notifies you and offers assistance to resolve the problem. Sage will also perform a pre-scheduling check to make sure that all information is validated before proceeding with schedule.

User-friendly
Using PrimeTime 3.0 is literally child’s play. That’s because the user interface was developed by a children’s software designer. Context sensitive help provides advice, Wizard technology leads you step by step, and Sage provides interactive guidance and advice about potential configuration issues that arise.

In-built assistance
If you are familiar with the Windows format, you can learn how to use PrimeTime 3.0 in a matter of days. Sage also helps novice users to progress quickly to advanced user levels by teaching them how to resolve problems and avoid future mistakes. The end result of all these innovations is a rapid improvement in customer service levels.