What is cc-Modeler Professional?
cc-Modeler Professional is a call center software tool designed to simplify staffing, scheduling, and service optimization. It helps organizations of any size improve service levels, identify staffing gaps, and enhance customer satisfaction. The tool supports multiple shifts, planned breaks, and detailed performance analysis throughout the day.
Features
- Optimize Staffing: Identify real staffing needs for each period through the day.
- Handle Multiple Shifts and Breaks: Optimize agent schedules and coverage.
- Reduce Costs: Evaluate impact of agent numbers on service level and abandoned calls.
- Improve Service Levels: Provide detailed performance analysis and eliminate agent overload.
- Increase Customer Satisfaction: Reduce average speed of answer (ASA) and abandoned calls.
- Reduce Staff Burnout: Schedule off-phone activities and balance occupancy against SLA goals.
- Model Multiple Scenarios: Assess impacts of call volume changes, talk time improvements, or SLA goal changes.
Use Cases
- Call center staffing optimization
- Helpdesk scheduling and performance analysis
- Support group capacity planning
