Australian Pacific Touring Implements Noble WFM

Australian Pacific Touring (APT) has chosen Noble Systems' ShiftTrack Workforce Management (WFM) to support its client service programs.

Noble ShiftTrack, which interfaces with virtually all automatic call distribution (ACD) systems, will be used with Australian Pacific Touring's automatic call distributor to collect data on staff amounts and call volumes relative to time intervals. The data captured by the WFM solution will be used to produce forecasts for inbound call volumes and desired call handling times and service levels, provide optimized scheduling, and manage real-time adherence for agent schedules.

"Noble's workforce management technology has proven to be extremely effective at ensuring the correct number of skilled agents are available to respond to customer inquiries regardless of channel or time of day," said Ashley Clayton, general manager of Noble Systems Australia, in a statement. "We believe APT, an organization with a well-established reputation for delivering terrific tours and outstanding client service, will be able to strengthen their service levels even further with our solution."

"The ability to interface with our existing ACD was a key factor in our selection of the ShiftTrack WFM solution," stated Simon Mooney, general manager of customer service at APT, in a statement. "We plan to use Noble's technology to calculate forecasts for inbound call volumes, and we anticipate our workforce scheduling will see notable gains in efficiency from the projections."

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