ACCENT Improves Contact Center Performance with IEX

By Anuradha Shukla, TMCnet Contributing Editor ACCENT Marketing Services, which operates a busy contact center with over 250 agents for a telecommunications client in Kingston, Jamaica, has replaced inefficient and inaccurate manual scheduling processes with IEX TotalView and WebStation Plus. The solution has created an immediate boost in service level, adherence, and forecast accuracy for ACCENT. The IEX solution was chosen because the price was very competitive and because there were no hidden add-ons or complicated sales channel concerns, according to James Hurst, director of workforce management at ACCENT. Before implementing the solution, ACCENT Marketing Services’ contact center performance was affected by several inefficient manual processes. Hurst said that it took many hours to prepare schedules each week, and they... [read full story]