There must be an easier way to get your agents
in the right place at the right time

(Inside front cover)

Now there is… PrimeTime

The easiest way yet to manage your workforce

Forget about those fiddly manual systems some people still use to juggle their agents into place.
Now with PrimeTime from Blue Pumpkin, workforce scheduling and forecasting in the contact centre has never been easier.

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 enables you to ensure that the right numbers of agents are in the right place at the right time – every time.

Easy to schedule
PrimeTime lets to make maximum use of your contact centre budget to raise service levels and enhance customer satisfaction. With advanced features such as rotation, 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.

Easy to forecast
PrimeTime 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.

Primetime – Right people, right place, right time

(Inside spread)

Easy to analyse
PrimeTime 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 to configure
The integral Sage system alerts you to any problems that occur when configuring PrimeTime. 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.

Easy to use
Using PrimeTime 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.

Easy to teach
If you are familiar with the Windows format, you can learn how to use PrimeTime 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.