The ContactCenter Management System™ (CMS)
Find the Right Balance for Your Contact Center
By scheduling agents based on forecasted call volumes, The ContactCenter Management System™ (CMS) allows financial institutions to optimize their contact center staff while achieving desired service levels.
Contact Center Monthly Management Reports
Exclusive to financial institutions, an array of monthly contact center management reports (CMS Reports) analyze key productivity metrics including:
“By scheduling our agents based on forecasted call volumes, FMSI’s ContactCenter Management SystemTM(CMS), has been instrumental in decreasing our average call wait times from five minutes plus to our targeted goal of below three minutes. In addition, not only do we receive valuable monthly CMS management reports, our agents now have more flexible schedules that match their preferences –and, most importantly, our productivity has significantly improved.”
After tracking and adjusting the appropriate contact center processes and staffing – with the CMS solution – the contact center will have a more consistent, measurable and desirable staffing and service level. Management will gain a valuable decision support tool and enjoy performance management information.
Focus on Your Core Competency
Since CMS is an outsourced solution, there is no hardware or software to purchase or support.
The Perfect Complement
Working harmoniously with the Teller Management SystemTM, the CMS solution is the perfect complement to our teller operations product. The FMSI overall performance enhancement solutions will create great synergies amongst the different business units of financial institutions. Furthermore, utilizing multiple FMSI products will generate efficiency savings as a direct result from partnering with one performance management information expert.
To request a CMS demo or to request click on one of the below links. Request a CMS Demo
Ask us about our other decision-support and staffing solutions including the Lobby Tracking System™ (LTS) - a web-based queue management solution, that maximizes your lobby performance and our Teller Management System™ (TMS) - a scheduling and management reporting tool that is based on teller transaction volume forecasts.