One of the keys to providing quality customer care in a dynamic and changing business environment is the ability to schedule the right number of people, with the required skills at the right time. Scheduling must take into account both the changing needs of the business and the unique needs of employees.
Irene’s proprietary algorithms assure accurate forecasts and finely tuned staff schedules that make the most efficient possible use of staff resources within the given service level objectives, work rules and employee availability constraints.
Irene provides:
- A Forecast Quality Report to compare forecast volumes to actual volumes
- A Schedule Quality Report to compare required workforce to scheduled workforce.
The measured quality of our forecasts and schedules is unmatched.
Adaptable Technology
Irene’s flexible web-based, open standards architecture allows Irene to incorporate your business rules by location quickly and at no added cost. Irene can combine data from multiple sources and can manage resources across multiple time zones and work rule environments.
Independence and Control
ISC provides its clients with maximum control and flexibility. Irene’s ease of use and speed of response makes it easy to adjust to changing business conditions and manage contact center resources across multiple sites and teams.
Skills-Based Scheduling
In an environment where representatives may have varied combinations of specialized skills, Irene’s skills-based scheduling assures the right mix of representatives to meet service level targets for every skill requirement while avoiding idle standby time for low-demand specialties.
Our Commitment to Excellence
ISC began as a training development company with a specialized background in quality customer service. We understand how important effective support can be to the successful launching of new technology in a workplace. ISC’s service committed support representatives, will provide your organization world-class support during the installation, training, and follow-up stages of implementation, and after, whenever your staff needs assistance.
Irene’s web based Workforce Management software is designed to operate at our location or at your location on your intranet
1. Irene® Online
Is accessed via the Internet with a browser to perform the forecasting, scheduling and assignment functions
- Easy to get started
- Easy to scale
- Minimal up-front investment
- Low monthly subscription
- No lost data if you decide to upgrade to Irene enterprise
- No cost for product enhancements
- No maintenance fees
2. Irene® Enterprise
- Standard Microsoft Windows server under client control within the corporate network
- Perfect for integrating with multiple software systems within an organization
- Customized reports
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