Birmingham: Teleopti, one of the world's leading providers of solutions for strategic workforce management has today (Sep 29, 2004) announced the launch of the latest version of its workforce management solution, Teleopti Contact Center Coach v. 5.3.

Being demonstrated for the first time today at Call Centre Expo 2004, the new version of Teleopti Contact Center Coach provides revolutionary tools for a step-by-step approach to customer service driven schedules, the company sources said.

According to the company, Teleopti Contact Center Coach is a suite of tools to help organisations manage the balancing act between customer service, profitability and employee satisfaction, both in the long and short term. The new version takes things further by providing a web portal for distributing the tools to managers at all levels in order to effectively manage communication and performance in such a way as to identify areas of improvement and meet the joint objectives.

The latest version of Contact Center Coach also features MyTime, an agent web portal. Through this portal agents can submit their preferences regarding working hours, lunch periods, coffee breaks and days off. Being able to communicate with management in this way improves employee satisfaction and in turn, workforce performance, the company sources added.

"Contact centre can save more than 30% in personnel costs by improving their short-term and long-term planning," explains Olle Düring, international sales director of Teleopti.

"The new web based tools of Teleopti Contact Center Coach empower the organisation by targeting business needs at all levels of the contact centre, enabling workforce and business planning to improve accordingly, he added."