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www.ASPonline.com |
ASP Forum
Managing Phone Coverage
"I have about 50 support reps, and we've been using a central
Microsoft Outlook calendar to keep track of which reps are
supposed to be providing phone coverage during the day. As you
can imagine, a merged calendar for 50 people can get really
cluttered. Can anyone suggest an inexpensive, easy-to-use
alternative for managing staffing levels?"
—Donald from Denver
Donald—
It sounds like you need Work Force Management (WFM) Solution.
I would suggest that he take alook at Portage Communications.
http://portagecommunications.com/index.php
I also believe that ISC has a Saas Solution for WFM that is not
too expensive.
http://www.isc.com/index.html
I hope this helps.
—Bob Iguchi
President
TheWebSuperStore
bob@thewebsuperstore.net
www.thewebsuperstore.net
1-800-734-2761 x104
Have you tried Excel? You can automate it such that it can
generate weekly or monthly. It can also be programmed to
manage on-call (overnight/weekend) coverage.
—Barbara Gallinaro
Sr. Director Integration Services &
Operations
TNS Media Intelligence/Cymfony
Blog: www.influence2.com
www.cymfony.com
[If you have any other advice on this question, please send an
email to membership director Jane Farber at jfarber@asponline.com,
and we'll post your feedback.]
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